Frequently Asked Questions

What is your return and exchange policy?


Return Policy

To be eligible for a return you must submit your return request within 30 calendar days from when you received your item(s) and must have a receipt or a proof of purchase. It must also be in the original packaging, unused and in the same condition that you received it. Returns are allowed on all products except for digital download items, gift cards, and final sale items. To begin your return please email support@cassiethomas.com. If your item is defective or damaged and you need to exchange it for the same item, please see our exchange policy below.

You will be responsible for paying for your own shipping costs for returning items back to us. The shipping costs of your original order is non-refundable.

When returning your item(s) back to us you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.

Exchange Policy

To be eligible for an exchange you must submit your exchange request within 30 calendar days from when you received your item(s) and must have a receipt or a proof of purchase. It must also be in the original packaging, unused and in the same condition that you received it. Exchanges are allowed on all products except for digital download items, gift cards, and final sale items. To begin your exchange please email support@cassiethomas.com. If your item is defective or damaged and you need to exchange it for the same item, please email support@cassiethomas.com.

You will be responsible for paying for your own shipping costs for returning items back to us that you wish to be exchanged. We will cover the shipping charges of your new order. This might result in multiple shipments if you have more than one item to exchange. The shipping costs of your original order cannot be applied to your exchange order this cost is non-refundable.

When returning your item(s) back to us you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Once your exchange is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. If you are approved, then your exchanged will be processed.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.




What are your shipping and handling rates and timeframes?


Our shipping rates vary from product to product and how your order is placed. Or typical carriers include the USPS and UPS. Most orders are processed in one business day and ship within 3 business days. Some of your items might come in separate shipments. If you have questions about shipping rates and time frames for a specific item or order, please email us.

We do not charge any handing fees.




How is my order packaged for shipping?


The utmost care is taken when packing your items for shipment. For paper goods like greeting cards they are shipped in flat ridged mailers with a “Do Not Bend” sticker affixed to the outside or a poster tube to prevent creasing and bending. Other delicate items are shipped in bubble mailers or ridged boxes stuffed with newspaper or packing bubbles. The packing for items shipped from our warehouse is determined by the distributer. These items such as tee shirts are packed in a protective plastic bag and inserted into a polyethylene envelope mailer. While we do our best to properly protect the items we ship to you we cannot assume lability of the items once they are released to our courier. If you are concerned with the shipment of your item, please email us.




Can I deliver to another address, other than my card billing address?


Yes you can. When you click check out with PayPal a new window will open directing you to log into your PayPal account. When you are in your PayPal account you can change the shipping address at this time. When you finalize your order the shipping address and billing address used will be the addressed you’ve set in your PayPal account. If you need to make an adjustment to your shipping address after you have placed your order please email us or call us at +1.925.264.9828




Which countries do you ship to?


We ship domestically in the United States and internationally to all countries serviced by Unites States Postal Service or UPS from America. If you have questions or concerns regarding shipping to a specific location, please email us.




How do I know if an item is in stock?


Only items in stock will appear on our website. Please note that items that are sold in sets such as greeting cards sold in sets of 12 might have different stock quantities. Please email us if you are concerned with stock quantities or wish to make a large purchase.




What methods of payment do you accept?


At this time we only accept payments through PayPal. This means you can pay for your order with your PayPal account credit, linked bank account, or major credit card by signing into your PayPal account. If you do not have a PayPal account, you will be prompted to create an account during check out. If you need help setting up a PayPal account please email us.




How do I apply a gift card to my order?


Please use the gift card number sent to the email used to purchase the gift card. Upon checkout there is an area on the left side where you can apply the gift card. Please email us if you have any issues applying your gift card.




Do I need to register and set up an account to shop?


There is no sign-up required to place an order on our website. If you wish to view the status of your order you will need to sign in to the website using the email associated with your order upon check-out. To sign into your account, enter the email associated with your order and a link will be sent to that email. The link sent to your email will sign you in instantly. If you are having problems signing in to your account please email us or call us at +1.925.264.9828




How safe is my personal information? Is ordering online secure?


Yes, your personal information is secure. We only store your name and email to allow you access to your account information. Your name and email is protected using HTTPS connection. Or website does not store or collect any credit card information. All credit card information is transmitted through PayPal who uses international standards for data protection. If you have questions or concerns regarding your personal information please email us.




What if there are missing or wrong items when I recieve my order?


If you are missing items or have received the wrong items in your order, please email us as soon as possible so we can rectify the situation for you.




I have a question that isn't on your FAQ page. How do I contact you?


Please email us at Support@CassieThomas.com or call us at +1.925.264.9828




How do I use the RSS news reader link?


To learn more about what an RSS reader is and how to use it visit this YouTube video. If you still have questions setting up our RSS link to your syndication viewer please email us. https://www.youtube.com/watch?v=6HNUqDL-pI8




How do I sign into my account to check my order?


If you wish to view the status of your order you will need to sign in to the website using the email associated with your order upon check-out. To sign into your account, enter the email associated with your order and a link will be sent to that email. The link sent to your email will sign you in instantly. If you are having problems signing in to your account please email us or call us at +1.925.264.9828





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