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. If you have a question please email us at: email@example.com or contact us
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. We have 2 warehouses - our main location is in Leetsdale, PA 15056 and our candle factory + warehouse is located in Pittsburgh, PA 15205.
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 and retail coupons are not valid for wholesale purchases.
How and when do you ship your items?
Please click HERE to view our Holiday Shipping Schedule.
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 the next business day but may take up to 3 days during a normal season. During the holiday season - Black Friday through December 15th, 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 pick a quicker shipping option.
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 and it will ship when it arrives to us. Sweet Water Decor is not responsible for items lost in the mail.
Is FREE SHIPPING or USPS a good choice for my order?
If you choose FREE SHIPPING or USPS as a shipping option, Sweet Water Decor is not responsible for items lost in the mail. These options may take a long time for your order to reach you, so 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). We advise using FedEx as your shipping option.
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.
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! Our candles, reed diffusers, and wax melts are in Pittsburgh, PA USA with US grown soy wax. Our candles, reed diffusers, wax melts, plastic pen sets, and concrete items are made in the USA. All other items are designed here and imported.
I am not sure how to care for my travel mugs, how do I wash them?
To keep your travel mug looking it's best, we recommend hand washing with a non-abrasive cloth. 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. Due to the soft nature of the travel mugs they may get dirty easier - use rubbing alcohol to clean your mug and keep away from staining foods in the sink (pasta sauce, berries, etc).
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 Bone 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!
Learn more about SWD here!
Need more information? Contact us here!
Retail Orders: firstname.lastname@example.org
Wholesale Orders: email@example.com