Delivery & FAQs
Overview
All our products are custom-made for you, and we cannot offer a refund or replacement if you decide you do not like it or it is the wrong size. However, if the object is damaged or faulty, please get in touch with support@drstacysims.com to find out the next steps.
For apparel, please be sure to carefully read our sizing guide before purchasing to ensure you get the right size.
Orders
How are your products made?
All our merchandise is made to order. This means we don’t hold any stock, and when you purchase, our suppliers personalize the product specifically for you.
We work with a reliable, high-quality print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, contact us at support@drstacysims.com.
Delivery
When will I receive my order?
It usually takes 2-7 days to fulfil an order, after which it’s shipped out.
The shipping time depends on your location, but typical shipping times are:
- USA: 3-4 business days (8-12 days total).
- International: 5-15 business days (7-21 days total).
Where will my order ship from?
We work with an on-demand order fulfilment company with facilities worldwide!
What do I need to know about ordering internationally?
Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. The end recipient is responsible for these fees.
We highly recommend including your phone number in the order when ordering internationally - this will reduce the risk of an order being lost in transit and make delivery of the order smoother.
Order Failed to Deliver
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for the shipping date, and then allow 3-4 more weeks for shipping.
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Stop by your neighbors in case the courier left the package with them.
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in contact with us at support@drstacysims.com with your order number to see what can be done.
If the shipping address was incorrect or considered insufficient by the courier, we’d be happy to send you another order to the correct address, however, it will have to be at your cost.
If the shipment’s status is marked it as delivered, we recommend you inquire if any additional details were left by the delivery staff/carrier. Please note that we don’t cover refunds due to carrier errors.
Pro Tip: Package theft is on the rise. If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!
Damaged or Faulty Product
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us support@drstacysims.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Product disclaimers:
- Sometimes, there might be a vinegary smell on the garments you receive. Luckily, the odor you smell is just a temporary addition. Now that your product is out of the confined space of the shipping bag, the printing smell will dissipate after a few days and a wash cycle.
- You may notice some discoloration or off-white residue on your apparel. Do not worry! These are not stains and will wash off after the first wash cycle. Our apparel is created with the latest in garment printing technology. In addition, inks used are water-based and eco-friendly.
- If you receive a product with a mark - please wash it before reporting a problem.
Returns
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at support@drstacysims.com!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at support@drstacysims.com with photos of wrong/damaged items, and we’ll sort that out for you.
Can I exchange an item for a different size/color?
We make everything on demand, so requesting a size exchange would mean producing an entirely new product. Consequently, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know at support@drstacysims.com within a week of receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one or issue a refund!
Any other questions?
Get in touch with us at support@drstacysims.com