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Shipping policy
Your delivery date has two parts
Every Reward Store item is custom made to order. Nothing ships off a shelf. That means your delivery date is made up of two separate timelines: production time first, then shipping time. The shipping speed you select at checkout applies only to the second one.
1. Production time: 3 to 5 business days
Production is the time it takes us to customize, decorate, quality check, and prepare your order for the carrier. This takes 3 to 5 business days and begins once your order and any artwork are confirmed. Production time is the same no matter which shipping method you choose.
2. Shipping time: whatever you select at checkout
Once production is complete, your order ships by the method you selected. Transit time starts the day the package leaves our facility, not the day you placed the order. Shipping options and rates are calculated at checkout based on your delivery address and the weight of your order.
Please read this before choosing express
Express shipping speeds up transit only. It does not shorten, skip, or rush the 3 to 5 business day production window. Selecting a 2 day express option does not mean your order arrives in 2 days.
To estimate your in-hands date, add the two together: production time plus transit time. For example, an order that takes 5 business days to produce and ships 2 day express arrives in roughly 7 business days, not 2.
If you have a firm in-hands date, email orders@myreward.store before you place the order so we can confirm whether the timeline is achievable.
Tracking
You will receive a shipping confirmation email with tracking as soon as your order leaves our facility. Please allow up to 48 hours for tracking to update with the carrier.
Delays
Carrier delays, weather, and customs processing are outside our control.
Damaged or lost shipments
If your order arrives damaged, or tracking shows it as delivered and you cannot locate it, email orders@myreward.store with your order number within 14 days of the delivery date and we will work with the carrier to resolve it.
Address accuracy
Please check your shipping address at checkout. We are not able to reroute a package once it has shipped, and reshipment of an order returned due to an incorrect address may incur additional shipping charges.
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