SWD SHOP INFORMATION
What are your office hours?
Our Office Hours are Monday - Friday, 9am - 4pm 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. Free shipping promotions are considered a coupon and cannot be applied to orders with additional coupons. 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 are shipped either USPS, FedEx, or UPS. 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 and is available for purchase before it hits our warehouse. Sweet Water Decor is not responsible for items lost in the mail. If you choose First Class (No Tracking) as a shipping option, Sweet Water Decor is not responsible for items lost in the mail and cannot provide shipping updates for you. Please contact your local post office if you have not received your item 7 days after it is shown shipped. This is a less expensive shipping option that does not include tracking. If you wish to have tracking please select another shipping option. Any free shipping coupon is valid on US standard shipping only.
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 separately 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.
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?
At this time we are not taking custom requests for single items. If you need 72+ 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. Many are made right here in the USA! Others are designed here and imported.
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. 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.
Your coffee mugs say "bone china" are they real bone?
They are not real bone and are not made with any animal products. They are Vegan approved! They are a Fine Luxury China.
How do I care for my new product?
All care instructions can be found in each product's listing.
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!
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.
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!
Need more information? Contact us here!
Retail Orders: email@example.com
Wholesale Orders: firstname.lastname@example.org