Customer Service

How can we help you?
How do I personalize my order?
When can I expect to receive my order?
What if my order was damaged during shipping?
How do I purchase shipping insurance?		 What if the item was defective?
What if my order arrived after the date indicated?
What if the order never arrived?
What if the item was misprinted?

How do I personalize my order?

First, be sure you choose the personalized and not standard version of the product when adding to your cart.  Some products come both with and without personalization and some come with free personalization.

You will see a field marked "Name" just above the Quantity field on the description page for personalized products.  Just enter the text you would like the product personalized with there, keeping in mind that the product will be personalized with that exact text - even if it's all capital letters!

Once your order has been placed, you should expect an e-mail within 24 hours that will include proofs of your personalized items.  Just reply "okay" if you like the proofs and your order will go into processing.  Or, let us know if any changes will need to be made, we will make the changes and send you another confirmation.  If we do not hear from you within 48 hours from the date of the e-mail, your order will be processed as is. Please add equigifts@gmail.com and orders@equigifts.com to your address book or white list to ensure that you receive our e-mail notifications.

After your order has gone into processing, you will receive a final e-mail with estimated shipping dates and a late shipping date.  Please see "Returns" for our policy on orders received after the late shipping date.


When can I expect to receive my order?

Most of our items are made on-demand at the time of your order and imported.  Shipping times vary, but you should expect to receive your item in two to four weeks.  Certain items are completely hand made and require four to six weeks for delivery.  Please refer to the chart below for a detailed breakdown of the process and length of time involved in each step required to get the order to your door. Tracking number(s) will be provided, if available.


 Orders
with Personalization		 Orders
without Personalization
Order Confirmed & Reviewed Within 24 Hours Within 24 Hours
Order Final Approval Up to 72 Hours
 Not Required
Processing 24-48 Hours 24-48 Hours
Transit 10-14 Business Days 10-14 Business Days
Express Delivery
 7-10 Business Days 7-10 Business Days
Note: For "mixed" shipments including both personalized and regular items, please follow times in the "Orders with Personalization" column.
Items ordered after November 15th are not guaranteed for Christmas delivery unless otherwise stated.


What if my order was damaged during shipping?

We are not responsible for items that are damaged in transit when shipping insurance is not purchased.
If shipping insurance was purchased, customer may request either a re-order or full refund of the purchase price.


How do I purchase shipping insurance?

Shipping insurance is listed as a product under the Miscellaneous category.  Just add it to your cart like any other item!

What if the item was defective?

Customer may return item (return shipping paid) and a replacement will be issued.

What if my order arrived after the date indicated?

Customer is eligible for store credit if the item arrives after the late delivery date given in the final confirmation e-mail.


What if the order never arrived?

If the item has not arrived 10 days after the late delivery date given in the final confirmation e-mail, customer is eligible for a full refund of the purchase price.


What if the item was misprinted?

If a customized item arrives misprinted (different than the proof sent in the final confirmation e-mail), customer may return item and a replacement will be issued.

What if I'm interested in a commission, logo or custom design?

If you are interested in a unique design made just for you, your farm or other organization, please e-mail me at equigifts@gmail.com with a description of your project for a free quote.
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