FAQs
How does Print-On-Demand work?
Harp+Ems+Ash is a Print-On-Demand (POD) company, which means products are acquired, produced, and shipped at the time you make your purchase. This allows us to print small quantities of custom products without storing inventory, then have them sent directly to you from our hand-selected vendors.
When is my order sent to production?
Orders are sent to production after payment is received. Each of our vendors has a unique daily cutoff time when orders stop being processed. If an order is received before the daily cutoff time, it will go into production. Orders submitted after the daily cutoff time will be produced the following day. Holidays and high volume seasons may cause production times to be slower than usual.
When will my products ship?
Due to the nature of the Print-On-Demand (POD) process, each product is sent to production at the time you place your order. Shipping times of custom POD products are usually longer than regular products that are stored in inventory. We appreciate your patience as your custom product is being made just for you!
Depending on several factors like location, and the size of your item, production turnaround varies between our vendors. Most orders are shipped within 2-7 business days from the order submission date.
When will my products arrive?
Production times for our custom products can take anywhere from 2-7 business days. Standard shipping in the U.S is typically 3-5 business days once your items are sent to production. Expedited shipping in the U.S. is usually 1-3 business days once your items are sent to production. Tracking info will be sent to your email after your order is placed. With that in mind, your products will typically arrive within 1-2 weeks.
Shipping to Canada could be up to 7-10 business days, and International shipping could take anywhere from 2-4 weeks depending on the location.
Holiday shipping times could be longer than usual.
Why is my order taking so long?
Reasons for orders being in production longer than usual:
- The garment is out of stock and needs to be ordered in. (If the delay is just a few days, our vendors do not necessarily inform us.)
- The order did not pass the post-production quality check and needs to be reprinted to ensure that only the highest-quality product is shipped out.
- If there is an issue with an item in the order, the whole order will be delayed.
- Large orders of 12 items or more may take additional production time.
If your order has taken longer than 2-3 weeks to arrive, please email us so we can take care of you!
Will there be new products added to the store?
Yes! We will have bibs, duvet covers, stainless water bottles, and jewelry as soon as the vendors are cleared to manufacture again. Also, we are working on kids and baby clothing as well as other products that will complete various collections. Note that some collections don't have every item available yet.
Can I return a product and get a refund?
Each product you order is made just for you at the time of purchase! We partner with a professional print-on-demand company, which means all products are custom and produced per order. Returns and exchanges are not supported if the wrong size or color is ordered, or you simply don't like the product. Please make sure everything is correct before placing an order.
Once an order has been sent to production, it is sent to the print vendor and we can no longer edit any details or cancel the order. If the shipment details were incorrect, or the wrong size or color was ordered, we are unable to offer a replacement or refund in most cases.
However, we can offer a replacement order free of charge if there are any issues with the order including manufacturing errors or printing issues. Please contact us at harpemsash@gmail.com so we can take care of you!
In the case a replacement order is arranged, there is no need to send the original order back to us.
Can I cancel or change an order once I place it?
Because of the nature of custom print-on-demand products, they are produced to order and are therefore non-refundable.
Once an order is in production, the order can no longer be canceled, changed, or edited as the item may already be in production. If the order has not been sent to production yet and the status is 'On Hold' (usually within the first 24 hours), we should be able to cancel it. We will attempt to do everything in our power to take care of you if the order has not been sent to production.
No cancellations or address changes are possible during the holiday season.