Frequently Asked Questions

We run on time or early according to the processing times below. Please allow the full time before contacting us for a status update. 

Processing time is the time it takes us to process and fulfill an order and does not include the time it takes for shipping and delivery. Shipping speed is in addition to processing time. 

For orders with multiple items, we will ship the entire order when ready. If you prefer multiple shipments, please place separate orders. We may also send separate shipments at our discretion. 

Regular processing times are:

Solid color muslin, waffle blankets, and other ready-to-ship products - 2 to 5 business days

Milestone and plush minky blankets - 10 business days

Personalized hats and bows - 10 business days

Minky lovey blankets and oversized minky blankets - 10 business days

Personalized knit blankets and sets - 10 business days

Orders will be shipped according to our processing times (see previous question). 

To check if your order has shipped, sign in to your account or follow the link from your order confirmation email to see your order status.

Please allow the full processing time to pass before contacting customer service for a status update. Our customer service team will only be able to quote you the turnaround time and the shipping deadline for your order, they will not be able to confirm that it will be finished early or accommodate a rush request. 

You will receive an email shipping notification with a tracking number as soon as your order has shipped. If you have not received an email, then your order is still in process. 

We run on time or early. Please allow the full processing time before contacting us for order status updates. 

Due to the impacts of COVID-19, many USPS shipments have been delayed. Please be prepared for possible delays if USPS First Class Mail, USPS Priority Mail, or our "FREE SHIP" option are selected at checkout. These are the most economical shipping methods, but are also the most likely to have delays. We recommend UPS or FedEx for urgent orders. 

Shipping options and estimated delivery speeds are shown during the checkout process. 

Rush processing is not currently available. We are not able to accommodate requests to rush an order after it has been placed.

We do not have a rush processing option at this time, and we cannot guarantee an order will arrive by a certain date.

All shipments will be sent without a signature requirement unless specifically requested. If you would like to have a signature required for delivery, please leave us a note in the comment section at checkout or send us a message before you order ships.

We will do our best to update the shipping address on a pending order, but we cannot promise we will be able to successfully update an address if the order is preparing to ship. If the order has already been shipped, we will not be able to retrieve the package and we do not accept responsibility for packages shipped to outdated or incorrect addresses. Please contact us right away if your order has an incorrect shipping address and we will do our best to assist you.

Personalized products and made-to-order items are considered final sale and are not eligible for a return or exchange.  If there is a problem with your order or you have a question about what you received please email help@sugarhouseshop.com and include your name, order number, a description of the problem, and a picture if applicable and we will get back to you right away.

We accept returns and exchanges on regular price muslin swaddle blankets, waffle blankets, and other ready-to-ship items within 14 days of order delivery. Sale items and personalized products are not eligible for returns or exchanges. Return shipping is the responsibility of the customer, and original shipping charges will not be refunded. If the original order was processed with free shipping, the actual shipping charges we incurred will be deducted from the refund. To begin a return or exchange, please email returns@sugarhouseshop.com.

We do not claim responsibility for delays with USPS, UPS, or FedEx unless an expedited, insured shipping method is purchased. If a package is stuck in transit and the delivery is delayed beyond the expected delivery deadline, we are unable to expedite the process since it is an issue with the carrier and not our shop. Based on our experience shipping thousands of orders, delayed packages are rare but almost always arrive shortly after the expected delivery. 

We do not offer refunds on personalized products if there is fault with the shipping carrier and the delivery is delayed. However, we will refund all rush processing and express shipping fees if a guaranteed shipping method was purchased and the order is not delivered on time.

Check all possible places the package could be - porch, mailbox, side door, neighbor's house, other members of your household, etc. If not found, contact the shipping carrier right away. For USPS deliveries, find the phone number for your local post office and call the local branch directly. 

Occasionally a shipping carrier will accidentally mark a package as "delivered" while it is still in their possession. In this case, the package will usually arrive the next business day.

We do not accept responsibility for packages after the shipping carrier has confirmed delivery. If the package has been marked as "delivered" but cannot be located, the customer must contact the shipping carrier directly to resolve. Contact the carrier immediate for best results.

For extra protection from a lost package scenario (very rare in our experience), customers can elect to request a signature for delivery or purchase an insured shipping method like Priority Mail or UPS Ground. If an insured shipment has a lost package, we will file a claim with the shipping carrier and replace the shipment if the claim is validated. Please email help@sugarhouseshop.com if you have a lost package. 

We aim to make and ship products quickly, and therefore we do not send design proofs before processing orders. All of our font and colors options can be previewed in advance on our website using our font preview tool (link at bottom of page). Please use the font preview tool to select your options before placing your order.

Leave your gift message in the notes section of the order and it will print on the packing slip. Our packing slips are always sent without price or payment information. 

We do not offer gift wrapping for orders. We use attractive, minimal packaging that creates little waste and keeps our packages small and light for the best shipping rates.

Care instructions are available here.

Product safety is extremely important to us. We meet or exceed all safety standards for children's product manufacturing and textile production. All of our products are made with child-safe fabrics and materials. Product safety certificates are available by emailing help@sugarhouseshop.com.