FAQS

 

What if I need an order expedited? 

If you need your order to arrive in the USA in 10 business days or less you'll need to purchase our rush option here https://www.finchandcotter.com/rush-your-order/ Your order will ship in 1 business day provided you approve your proof asap. If you are shipping to an international/non US address your order will still ship in 1 business day, but we cannot guarantee transit times on international packages. 

Please note: Orders must be placed by 3pm EST to be eligible to ship the next business day. We do not offer same day shipping on orders.

Our rush fees are non-refundable once the proof has been sent since we put a lot of work into the design and expediting it for you. 

 

Will I receive a proof? 

 

Yes, we send proofs for all orders in 2-3 business days. Please note, your order WILL NOT SHIP unless the proof is approved. 

 

What if something is wrong with my order when I receive it? 

If the error was on our end (even if you approved the proof) we will ship you a corrected replacement at no charge. If there was a mistake on your end, we'd be happy to make a replacement for the cost of materials and shipping. 

 

Are all your items really handmade? 

100%! We make everything from start to finish in our Grand Rapids, Michigan shop using only American made materials. Please see below for where are all our materials are sourced:

100% Cotton Canvas Fabric: Georgia

Pillow Inserts: Georgia

Tea Towels: Grand Rapids, MI

Thread: Skokie, IL

Ink: New Jersey

Boxes: Chicago, IL. 

Is there a phone number for me to call?

Sorry but due to the proof process we're only able to discuss things with you via email so that we can send you images of your design. We promise we're very quick at getting back!

For any other questions please contact us using the contact page!

More Information:

Payment

Payment by major credit cards and Paypal are accepted

Shipping

US Orders ship in 5-7 business days if your proof is approved asap.


--A tracking number will be emailed to you when your order ships! 

-- Transit times
US ADDRESSES:
2-3 business days usually (shipped USPS Priority)
*Please note that USPS does not guarantee their USPS Priority Shipping times. If you have a time sensitive order please contact us to arrange another shipping option.

INTERNATIONAL ADDRESSES:
2 weeks to Canadian addresses,
3-4 weeks for other international addresses

IMPORTANT INFO FOR INTERNATIONAL SHIPPING:
*Please be aware of any customs or import fees associated with your specific shipping location as the recipient will be responsible for these charges upon delivery.

Refunds and Exchanges

Please make sure to completely read the item details before ordering. All pillows ship with an insert unless otherwise noted. 

Order cancellations must be requested within 24 hours for a full refund. Once the proof has been sent an order can be cancelled but there is a non-refundable $5 fee due to the time and work we put into the designs. 

It's our number one focus to make sure that you are 100% happy with your order. We're more than happy to send you a replacement cover if your pillow is incorrect from what you originally ordered (even if you have approved a proof but the mistake is on our end). In the instance that you mistakenly gave the wrong information we're happy to discuss a replacement cover at a discount. 

In the event of a lost package by USPS we will send you a replacement at no charge to you. 

In the event a wrong address was provided we are happy to resend the pillow if it was returned to us, however we will need to charge for shipping again. If the pillow was not returned to us there will be a $12 charge to offset the cost of materials and shipping for a new pillow. 


Because of the custom nature of our pillows We do not offer refunds on custom items that are not incorrect or defective.