What are your office hours?
We do not have specific office hours for customer service. We respond to most email within 24 hours. If you have a question please email us at: firstname.lastname@example.org or contact us here!
We do not have a customer service phone number.
What is your return & exchange policy?
For all claims, please provide us with your order number. If you received the wrong item please provide us with a picture of the item you did receive including an image of the product barcode. If you received a damaged or imperfect item, please provide pictures of the damaged product including packaging. You will then be sent a replacement.
Where is SWD located? From where will my product ship?
Sweet Water Decor is based out of Pittsburgh, PA USA. Our warehouse and candle factory is located in Pittsburgh, PA 15205.
You may only use 1 discount code per order. Free shipping is automatically applied to all retail orders with a total of $49 or more after any applicable discounts. If you are purchasing wholesale, your wholesale discount is the coupon applied to your order. Retail coupons and free shipping are not valid for wholesale purchases.
Our shipping department takes extra care in shipping each and every item for our shop. All items are shipped either USPS or FedEx. Most often, your order will ship next business day but may take up to 3 days during a normal season. During the holiday season - Black Friday through December 20th, your item may take a few more days to ship than our standard time. Please keep this in mind when ordering for the holidays and choose a faster shipping option.
Please note delivery estimates are from time of shipping not time of order.
If an item is a pre-sale item, it will be noted in the listing and is available for purchase before it hits our warehouse. Pre-sale items will ship as soon as they become available.
Sweet Water Decor is not responsible for items lost in the mail.
If an order tracks as delivered but is not received please check back doors and porches as well as with neighbors, as carriers do occasionally make delivery errors. If you are concerned about package theft in your area, please request that your order be sent with signature required to ensure it is received or have it delivered to a secure location. Signature required is an additional fee. If an order tracks as delivered but is not received and unable to be located by the customer it is then considered stolen. There is no insurance we can add to an order that will replace or refund an order that tracks as delivered. If there is a delivery issue with your order please contact the shipping company immediately for assistance.
If you choose FREE SHIPPING we will ship your order in the most economical way possible. In most cases this is via USPS First Class Mail which can take a week or more to arrive depending on the destination. Please keep this in mind when placing holiday/ special orders. Any free shipping option is valid on US standard shipping only for the contiguous US (islands, AK, and HI are excluded) and does not apply to international orders. We advise using FedEx as your shipping option.
I want to purchase many of your items for an event, can you ship them to each individual?
We can! Each delivery address will need to be a separate order. If you'd rather order all at once and hand them out yourself, you can place 1 large order.
INTERNATIONAL SHIPPINGI'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.
USPS International First Class Mail is the least expensive and SLOWEST shipping option for international orders. Orders shipped USPS International First Class can take over a month to arrive and are not able to be tracked once they leave the US. We highly recommend an upgraded shipping option for international orders. If you have any issues with the delivery of your international order please contact the shipping company directly for assistance.
Do you take custom requests?
At this time we are not taking custom requests for single items.
Where are your products made?
All Sweet Water Decor items are designed in the USA by Owner + Designer, Melissa. Many of our products are also made right here in the USA! Sweet Water Decor candles, reed diffusers, and wax melts are made in Pittsburgh, PA USA with our plastic pen sets being made in the USA as well. We always use 100% US grown soy wax in our candles and wax melts. All other Sweet Water Decor items are designed here and imported.I am not sure how to care for my mugs, how do I wash them?
Travel mugs, metal coffee mugs, metal wine tumblers, and water bottles are hand wash only. Gold handle mugs and stoneware campfire mugs are dishwasher safe, but to keep all Sweet Water Decor mugs looking their best, we recommend hand washing with a non-abrasive cloth to keep lettering from fading.
Can my mug go in the microwave?
Sweet Water Decor travel mugs, metal coffee mugs, metal wine tumblers, and water bottles are NOT microwave safe. Do not use these products in the microwave. Sweet Water Decor gold handle mugs and stoneware campfire mugs are microwave safe meaning these mugs can be used in the microwave without causing damage to the mug or to the microwave. Microwave safe does not mean these mugs will not get hot in the microwave. These mugs will get hot. To avoid burns always use caution removing mugs from the microwave.
They are not real bone and are not made with any animal products. They are Vegan approved! They are a Fine Bone Luxury China.
How do I care for my new product?
ABOUT SWEET WATER DECOR
Where did your company's name come from?
Sweet Water Decor came from the name of Owner + Designer, Melissa's home town of Sewickley, which means Sweet Water in Native American.
Learn more about SWD here!