FAQ

Frequently Asked Questions

Have a question about ordering from The Letter Gift Shop? You may find the answer below. If you still need help, please contact us and we’ll be happy to assist.

Personalization & Custom Orders

How do I enter my personalization?
Enter the requested name, date, initials, colors, wording, or other details in the personalization fields on the product page. Please double-check everything before submitting your order, as we create your item using the information you provide.

Will I receive a proof before my item is made?
Some personalized products require a proof and others do not. If a proof is required, we will send it to you for approval before production begins.

Can I make changes after placing my order?
Please contact us as soon as possible. We will do our best to make changes if production has not started, but changes may not be possible once your item is in production.

Can I request something different from the options shown?
Possibly. Please contact us before ordering with your request so we can let you know whether it can be done.

Why might colors look slightly different in person?
Colors can vary slightly depending on your screen, device, lighting, garment color, and the material being printed or personalized.

Processing & Shipping

How long does it take for my order to ship?
Processing time varies by product. Many of our personalized items ship within approximately 3–5 business days after proof approval, when a proof is required. Please check the individual product listing for the most accurate processing information.

Does processing time include shipping time?
No. Processing time is the time needed to create your order. Shipping time begins after your completed order has been accepted by the carrier.

Will I receive tracking information?
When tracking is available, shipping confirmation and tracking information will be sent after your order ships.

What if I need my order by a certain date?
Please contact us before ordering if you need an item for a specific event or date. We can let you know what is realistic based on the product and our current processing time, but carrier delivery dates cannot be guaranteed.

What happens if my package is delayed or lost?
Contact us and we will assist with tracking and work with the carrier. We do not automatically replace packages that are still considered in transit or while the carrier is investigating.

Returns & Problems With an Order

Can personalized items be returned?
Because personalized and custom items are made specifically for you, they are generally considered final sale and are not eligible for returns, exchanges, or refunds.

What if my order arrives damaged, defective, or incorrect?
Please contact us within 2 days of delivery and include your order number and clear photos showing the issue. We will review the situation and work with you on an appropriate resolution.

Can non-personalized items be returned?
Eligible non-custom items may be returned in their original, unused condition. Customers are responsible for return shipping, and original shipping charges are not refundable. Please contact us before sending anything back.

What if I approved a proof with an error?
Once a proof has been approved, the item is produced according to that approved design. Errors or changes requested after approval are not eligible for a refund. In some cases, we may be able to offer a discounted replacement.

Sorority Merchandise

Are your sorority products officially licensed?
Yes. The Letter Gift Shop is a licensed sorority vendor through Affinity, and our licensed sorority merchandise is produced in accordance with applicable licensing requirements.

Can you make any sorority design I request?
Licensed sorority merchandise must follow the designs, organizations, and licensing requirements we are authorized to produce. If you have a special request, please contact us before ordering so we can confirm whether it is possible.

Apparel

How do I choose the correct shirt size?
Please review the sizing information provided on the individual product listing before ordering. Because shirts are made to order, we recommend comparing the measurements with a shirt you already own and like the fit of.

Still Have Questions?

If you can’t find the answer you need, please Contact Us before placing your order or reply with your order information if you’ve already purchased.