Frequently Asked Questions
How much is shipping?
Domestic shipping is a flat $6.75 no matter how much you order. We use both UPS ground and USPS priority mail. Faster shipping options are available. At the time of shipment you will receive an email by which you can track your order.
How to I enter monogramming initials?
Be sure to select one of our two styles of monogramming, and then enter the initials in the boxes. We will correctly arrange the initials for the monogram.
What if I want to embroider regular initials?
There is no reason why you can't use the regular embroidery option since we embroider the text exactly as entered - including letter case. But if you must, choose the Initials option. In this option, however, you must enter three initials.
Are items from the same color family (say a backpack and matching nap mat) guaranteed to be the exact same shade of color?
We can't guarantee this. Items are often made from different fabric lots and while they will be close, and often too close to spot any difference at all, we did have one customer notice a difference that we could not really see. The product you receive may be slightly different in shade than the photo shown.
How long does it typically take for my order to ship?
Typical turn-around time depends on what product you have ordered:
Non-personalized items – 1-2 business days
Embroidered items – 3-4 business days
*Nam’s Bits/Oh Sugar products – 2-3 weeks
*Ink Stamps/Embossers – 2-3 weeks
*Lipstick Shades products – 2-3 weeks
*Kelly Hughes Designs products – 2-3 weeks
(* Items from these manufacturers ship separately because they are drop-shipped directly from the manufacturer. This allows you to receive your items the quickest way possible.)
On occasion we are in training or closed for vacation. In this case items can take slightly longer. During the months of July and August, embroidered items may take 1-2 extra days. During Christmas, plates and stamps can take a week longer.
How long is the shipping transient time?
Generally we ship lighter items USPS and heavier items UPS. USPS is usually 2-3 days, while UPS can be 2-5 depending on how far from Texas the item is shipped. While these are the typical times, both carriers can take longer and the exact shipping time is out of our control unless you request and pay for UPS 2 or 3 day shipping, or UPS overnight.
International USPS shipping times can be - and occasionally are - considerably longer.
I need my order by a specific date. Is that possible?
Often yes, but we can't always guarantee it. If you need a product by a specific date, please include that information on your order form and email us. We will contact you if we think expedited shipping will also be necessary to get you your products by the needed date. The additional shipping cost will be the cost quoted to us by UPS. We will not automatically charge you this amount; permission will be obtained before processing your order.
If you ask us if a product will arrive by a specific date, we will answer based on USPS or UPS typical shipping times. On occasion a carrier may take longer than typical and the package may not arrive when we expected. We can't actually guarantee when a package will arrive, and our answer is not a promise or guarantee.
Do you ship internationally?
We do ship internationally, however, we may be unable to charge the flat shipping rate of $6.75. Orders will be weighed and the exact postage option(s) calculated through the US Postal Service or UPS. We then contact you with the extra amount needed to ship to your country. We only charge the actual shipping amount so please don't shoot us if the quote is high.
If the package is shipped via USPS internationally, we cannot track the package to it's final destination, and while we can control how fast it arrives to your country's customs/mail system, we can't predict or guarantee how fast it will be delivered to you.
The tracking number will make the package appear to be "stuck" in some American city. This just shows the American city the package left the USA from when it entered your country. Tracking then stops, and all you see is the American city from then on.
What is your return policy?
We have a 30-day return policy on items that have not been personalized or used. Refunds of this type do not include the $6.75 shipping charge or the cost of return shipping. If we have made a mistake on an order, we will re-ship a new, corrected item at no charge. We do not refund personalized orders unless we made a mistake. If you email asking for a refund because you don't like a personalized product but Posy Lane Inc. didn't make a mistake, we then decline the refund request, and then you email back that the product has a pull, rip, tear, or other defect, we will continue to decline to refund the product. Product refunds may require the return of merchandise but usually we just need to see a picture. *Very important!* Please include a copy of the packing slip or the order confirmation. If you don't have that, please include the name it was ordered under. We have a small pile of returns that didn't include any paperwork or note, and either don't have a return address or we can't find the name in our system.
Do you gift wrap?
At this time, we do not offer gift wrapping services. We do have the ability to include an enclosure note with your order. The area for you to include the sentiment is located at the check-out.
I have something I would like to have embroidered. If I get it to you, can you embroider it?
Yes, we do embroider non-Posy Lane items on our embroidery service page. The charge is $10.00 and you are responsible for getting the item to us, whether dropping the item off or shipping it. If the item needs to be shipped back to you, the flat shipping rate of $6.75 will apply. We have more information on our North Dallas Embroidery page. Recently however, posylane.com business has been so heavy we have had to turn away outside embroidery jobs to satisfy our published turn-around times.
Do you sell items wholesale?
No, we do not sell items wholesale. We are not a manufacturer, only a retailer.
What if there is a pricing mistake?
We do our best to have descriptions that match our products and prices that are represented fairly and accurately. If there is a pricing or description mistake we will look at the specific case, but we reserve the right to correct mistakes.
We maintain the right to refuse to do business any specific person
If you wonder how it could ever come to that, odds are this will never be applied to you!
Outside the USA customers: Might import/duty/sales/VAT/other taxes apply to you?
While we are not an international company, we ship around the world every day and it is impossible for us to inform each foreign customer about what import/duty/sales/VAT taxes they might be subject to. This is because we don't know, don't know how we would find out, and don't know how we would keep up with the tax law changes in each local jurisdiction around the world.
Bring on the lawyers! The following is brought to you by our credit card processor:
We collect information from you when you register on our site or fill out a form. When ordering or registering on our site you may be asked to enter your name, address, phone number, and email address.
All of the information we collect from you may be used in one of the following ways:
To personalize your experience
To improve our website
To process transactions
To send periodic emails
We protect your information by not storing critical payment information. Non-critical information is protected by passwords or physical infrastructure.
We do not sell, trade or otherwise disclose information about our customers to anyone who does not have a business relationship with the customer.
Terms and Conditions
These terms and conditions govern the sale of Products (“Product or Products”) and provisions of services (“Services”) by Posy Lane Inc. and its affiliates (“Seller”) as well as by third party vendors and/or service providers of Seller. These terms and conditions (“Agreement”) take precedence over Buyer’s supplemental or conflicting terms and conditions to which notice of objection is hereby given. Neither Seller’s commencement of performance or delivery shall be deemed or construed as acceptance of Buyer’s supplemental or conflicting terms and conditions. Sellers failure to object to conflicting or additional terms will not change or add to the terms of this agreement. Buyer’s acceptance of the Products and/or Services from Seller shall be deemed to constitute acceptance of the terms and conditions contained herein.
The prices of the products are those specified on the invoice. Orders with prices set by error, mistake, or misunderstanding may be canceled. Posy Lane Inc ("Seller") may choose the delivery method as long as it is consistent with the typical delivery times advertised.
Unless otherwise shown and collected by Seller, all taxes including federal, state and local sales, excise and valued added, goods and service taxes, or any other taxes, are the responsibility of Buyer. Buyer agrees to indemnify and hold Seller harmless for any liability for tax in connection with the sale, as well as the collection or withholding thereof, including penalties and interest thereon.
Payments are collected when the order is placed but does not imply order acceptance by Seller. Acceptance by Seller is made by shipping product or starting work on product.
Seller's delivery dates or times are estimates only and Seller is not liable for delays in delivery or for failure to perform due to causes beyond the reasonable control of the Seller, nor shall the carrier be deemed an agent of the Seller. A delayed delivery of any part of an order does not entitle Buyer to cancel other orders accepted by Seller.
Any discrepancy in shipment quantity must be reported within 7 days after delivery.
Seller will transfer to Buyer any Product warranties and indemnities authorized by the manufacturer. Seller warrants to Buyer that Products purchased hereunder will conform to the applicable manufacturer’s specifications for such products and that any value-added work performed by Seller on such Products will conform to applicable Buyer’s specifications. If Seller breaches this warranty, Buyer’s remedy is limited to (at Seller’s election) (1) refund of Buyer’s purchase price for such Production (without interest), (2) repair of such Products, or (3) replacement of such Products; provided that such Products may be returned to Seller at Seller's request. No warranty will apply if the Product has been subject to misuse, neglect, accident or modification.
Refunds will only be issued on non-personalized items (but not return shipping or original shipping) that are returned at Buyer's expense within 30 days of purchase and are in new, sellable condition. Posy Lane often chooses to refund products sold previous to this that are still in new, sellable condition.
Refunds or a replacement item will be made on any defective or incorrectly sent item at Buyer's request for items purchased within 30 days. Buyer must request product replacement or refund before complaining that they don't like a personalization option of their own choosing.
All orders placed by Buyer are subject to acceptance by Posy Lane Inc ("Seller"). Orders may not be canceled after Seller has commenced work.
Limitation of Liabilities: BUYER SHALL NOT BE ENTITLED TO, AND SELLER SHALL NOT BE LIABLE FOR, LOSS OF PROFITS OR REVENUE, PROMOTIONAL OR MANUFACTURING EXPENSES, OVERHEADS, BUSINESS INTERRUPTION COST, LOSS OF DATA, REMOVAL OR REINSTALLATION COSTS, INJURY TO REPUTATION OR LOSS OF BUYERS, PUNITIVE DAMAGES, IPR INFRINGEMENT, LOSS OF CONTRACTS OR ORDERS OR ANY INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY NATURE. BUYER’S RECOVERY FROM SELLER FOR ANY CLAIM SHALL NOT EXCEED THE PURCHASE PRICE PAID FOR THE AFFECTED PRODUCTS IRRESPECTIVE OF THE NATURE OF THE CLAIM WHETHER IN CONTRACT, TORT, WARRANTY, OR OTHERWISE. BUYER WILL INDEMNIFY, DEFEND AND HOLD SELLER HARMLESS FROM ANY CLAIMS BASED ON (a) SELLER’S COMPLIANCE WITH BUYER’S DESIGNS, SPECIFICATIONS, OR INSTRUCTIONS, (b) MODIFICATION OF ANY PRODUCTS BY ANYONE OTHER THAN SELLER, or (c) USE IN COMBINATION WITH OTHER PRODUCTS.
General: (a) The laws of the State of Texas will exclusively govern any dispute between Seller and Buyer, (b) Buyer may not assign this Agreement without the prior written consent of Seller. Seller or its affiliates may perform the obligations under this Agreement. This Agreement is binding on successor and assigns.