FAQ – Sweet Water Decor
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What are your office hours?

Our Office Hours are Monday - Friday, 9am - 5pm EST, excluding US holidays.  All emails and questions are answered during these hours.  We respond to most emails within 24 hours.

What is your return & exchange policy?

Due to the nature of the product, all sales are final.  If an item should arrive damaged or you were sent the wrong item, please contact us within 48 hours or receiving your product to contact us to submit a claim.  Please provide us with your order number as well as photos of your product.  You will be sent a replacement item.

Where is SWD located?  Where will my product ship from?

Sweet Water Decor is based out of Pittsburgh, PA USA.  All items ship from our shipping department located in Leetsdale, PA 15056.  
I have multiple coupons, can I use them all?

You may only use 1 discount code per order.  If you are purchasing wholesale, your wholesale discount is the coupon applied to your order.  Free shipping coupons are not valid for wholesale orders. 


How and when do you ship your items?
Our shipping department takes extra care in shipping each and every item for our shop.  All items 16oz and under are shipped either USPS First Class Mail or FedEx Smartpost.  All other items are either shipped USPS Priority Mail (1-4 days) or FedEx.  Your item will ship within 1-3 business days.  Most items are shipped the next business day, except for any items that are pre-sale.  If an item is a pre-sale item it will be noted in the listing at the top of the description.  During holiday time (Black Friday in November - December 25th) items may take up to 3 days to ship due to number of orders and demand.  Any free shipping coupon is valid on standard shipping only.
*Shipping time is not guaranteed but only recommended - Please contact us at customerservice@sweetwaterdecor.com if you need help figuring out a shipping choice.  Items may arrive sooner or later than expected.

I put in the wrong shipping address, how can I get it fixed?
We ask for you to look over your order before you submit it to us to make sure all information is accurate.  If you put in a wrong shipping address, please contact us as soon as possible so we can catch your item before it goes out.  Unfortunately, if your item has already shipped and we cannot catch it in time, a new order will need to be placed.  

I want to purchase many of your items for an event, can you ship them to each individual?

We can!  Each item will need to be purchased seperately so that shipping is accurate for your order.  If you'd rather order all at once and hand them out yourself, you can place 1 large order.  If you'd like our thank you notes to give to each person, please leave a note for us to include them.  

I'm not in the US, am I responsible for customs and duty taxes?

Yes, each customer is responsible for any fees, duties, or taxes that they may incur when shipping to countries outside of the US.


Do you take custom requests?

Currently, the only item that can be custom in our shop is our white custom coffee mug.  Before your item is made you will receive a proof.  Please note that custom item sales are final.  Please allow up 1-3 business days for your proof to be made.  During holiday time, this time may increase to 5 business days due to demand.  Custom mugs take up to 3-5 business days after your proof is approved to be made and shipped.  If you need 36+ mugs for an event with the same design, please contact us for special pricing and production / shipping times.  

I saw your wedding invitation designs on Pinterest and would love for you to make mine!
Even though we'd love to, unfortunately Owner + Designer, Melissa is unable to take on any more requests for custom designs and invitations.  We hope that you check out our wedding section of our shop and find items to help celebrate this amazing time in your life!


Where are your products made?

Our items are all designed in the USA by Owner + Designer, Melissa.  Most are made right here in the USA!  Our ceramic mugs are made in China and finished here in the USA.  All item information can be found on the specific product's page.

I am not sure how to care for my travel mugs, how do I wash them?
All travel mugs come with a care card from Sweet Water Decor to remind you to wash them in lukewarm water with a non-abrasive cloth.  Even though they say they are dishwasher safe on the bottom, this is not always true for every dishwasher / detergent.  To keep your travel mug looking it's best, we recommend hand washing.  If they are getting a black film on them, it is due to soot from a candle.  Please trim the wicks of your candles to prevent this.  It can easily be washed off!

How do I care for my new product?
All care instructions can be found in each product's listing. 

TRAVEL MUGS: The bottom of the travel mug states that it is microwave and dishwasher safe however, when a design is applied it is recommended that you hand wash only in luke warm water.  Certain water temperatures and detergents may cause the design to start to peal.  Our travel mugs are BPA free and biodegradable so it is best to follow a hand washing method with a non-abrasive pad to get the best out of your travel mug purchase.  These mugs may also attract soot when around a candle that does not have a cut wick.  The soot from the candle wick goes in the air and will stick to the travel mug.  To combat this, please trim your candle wicks and the black soot can be easily and gently washed off the travel mugs.

How do we contact you for PRESS?
You can contact us directly on our contact us page.  We'll get back to you as soon as possible!

Where did your company's name come from?
Sweet Water Decor came from the name of Owner + Designer, Melissa's home town.

Where did your heart logo come from?
Our logo was hand drawn by Melissa.  Growing up, her mother always signed cards to her adding a heart after "Love, Mom".  Melissa wanted to add this love to each and every product that goes out from Sweet Water Decor.  Know that each product is designed, made, packaged, and delivered with love to you!

Learn more about SWD here and meet the team!