Frequently Asked Questions

 

Product Support

How can I contact someone who can help me?

Customer service is available via email at customercare@thoughtfully.comResponses are usually returned within one business day.

 

Orders and Returns

How can I track my order?

You will be sent a confirmation email once your order is placed along with your shipping tracking link. You can log into your account at any point and check the status of your order.

My order hasn’t arrived or has arrived damaged. What can I do?

Please email customer service at customercare@thoughtfully.com so we can review this as soon as possible.

Can I return or exchange an item? 

Please contact customer service support@thoughtfully.com within 30 days of the purchase date. You will need to provide your receipt and other related information and we will help you process your return.

Items not eligible for returns:

  • Items without an original receipt or gift receipt.
  • e-Gift Cards
  • Items damaged through normal wear and tear

How can I change or cancel my order?

Please email customer service at support@thoughtfully.com to determine if your order can be cancelled. We will respond as quickly as possible. 

Why is the price for an item different from when I added it to the shopping cart?

Prices are subject to change — including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.

Shipping and Delivery

How long will it take to ship and deliver my order?

Orders will typically ship within 1 - 2 business days. After shipment date, please allow 3 - 7 business days for delivery via standard shipping, 2 business days for 2-Day shipping, and 1 business day for overnight shipping. Only standard shipping is available for shipments to Hawaii and Alaska and will take approximately 7 business days. 

Can I ship items to multiple addresses? 

Our system allows you to ship to one address at a time. To ship to multiple addresses, you will need to place multiple orders. 

Can I send my order to a P.O. Box address?

Yes, we do ship to PO boxes but these shipments are not eligible for expedited shipping methods and are only able to be delivered via USPS.

Will Thoughtfully ship anywhere?

Thoughtfully currently ships to all 50 states. Additional rates will apply for shipments to Alaska and Hawaii. 

Do you ship to Canada?

No, unfortunately not at this time.

Do you ship to other parts of the world?

Sorry, we do not ship internationally at this time but we are working on it!

How can I track my order?

You should have received the tracking details in your order confirmation email. You can also view it by logging in to your account. If you don’t have an account, please contact support.

My order hasn’t arrived or has arrived damaged. What can I do?

Please email customer service at customercare@thoughtfully.com so we can solve this as soon as possible.

Payments

How do I use my coupon/promo code?

Once you reach your Shopping Cart you may enter your coupon or promo code in the “Apply Discount” field. The discount will be applied during the transaction.

Can I use more than one coupon/promo code?

Unfortunately, coupons or promo codes are generally limited to one code per order online. See promotion terms for specific details.

Okay, I’m set. Now how do I pay?

You can make a payment using PayPal or any of the major credit card options, including:

  • Discover
  • Visa
  • MasterCard
  • Amex
  • Paypal