FAQ's & Store Policies
Thank you for shopping with our mother and daughter team! Below are answers to common ordering questions and our store policies. By placing an order with Southern Hospitality Company, you agree to these policies.
Ordering & Personalization
How do I personalize my order?
Complete the personalization fields on the product page and double check names, spelling, initials, and your shipping address before checkout. We produce your order using the information you provide.
How do I write my monogram?
We print initials in the exact order you enter them. For a traditional three letter monogram, enter first, last, then middle initial.
- Ashlyn Parker Walters: aWp, with the last name initial in the center.
- Scott and Julie Pederson: jPs, with Julie’s initial first, the shared last name in the center, and Scott’s initial last.
You may also provide full names so we can double check the order of your initials.
Can I order a proof?
An emailed proof is available for $15 on holiday card listings that offer this option. Select it on the product page before adding your cards to the cart. Your proof will be emailed to the address provided at checkout within 2 business days.
Proofs are for spelling and information accuracy. Additional design requests or changes incur additional fees. Production begins after your proof is approved. For other products, please check the individual listing for proof availability; where no proof option is offered, your order will be produced as shown.
Printed colors may vary slightly from your screen because monitors and screen settings differ.
Can I cancel or change my order?
Orders move into processing quickly. Once submitted, we cannot change names, addresses, products, personalization, or combine orders. Custom orders cannot be cancelled after placement. Unless there is an error on our part, the order will be fulfilled and charged for. Please review every detail before submitting your order.
Production & Shipping
When will my order ship?
Estimated production times are listed in each product description. Production time is the time needed to prepare your order before shipping; carrier transit time is additional. Estimates assume we have all the information needed to complete your order. Missing details, material delays, and holiday demand may extend production.
Will everything ship together?
We combine items into as few packages as possible. When an order includes products with different production times, the complete order will usually ship according to the longest production estimate.
My tracking has not updated. What should I do?
Carrier scans can take a few days to appear, and a missed scan may cause tracking to pause while a package is in transit. Please allow a few days, then contact the carrier directly for the latest delivery information. Once your package leaves our shop, tracking updates are managed by the carrier.
Tracking says delivered, but I cannot find my package.
Sometimes a package arrives a few days after it is marked delivered. Check with household members and neighbors, ask your delivery person where it was left, and contact your local delivery office.
Lost or stolen package claims must be filed directly with the carrier. We do not provide refunds or cover replacement costs for non-delivery claims when tracking confirms delivery.
What happens if my package is returned to sender?
Shipping labels use the address entered at checkout. Please check it carefully before ordering. If a package is returned to us, we will notify you at the email address on your order and send a listing to pay the additional shipping charges required to resend it. Reshipping costs are the customer’s responsibility.
Returns & Product Care
Can I return a nonpersonalized item?
Nonpersonalized items may be returned within 14 days of purchase with the original receipt. Refunds are issued to the original payment method, less shipping charges and a 10% restocking fee.
Items showing wear, alteration, misuse, or damage may be refused. Damaged returned items will be shipped back to you and may incur additional shipping charges. Refunds are processed within 3 to 5 business days after we receive the merchandise.
We do not offer free returns. Original shipping and handling charges are nonrefundable, and return shipping costs are not reimbursed. The cost of return shipping will be deducted from your refund or store credit.
Can I return a personalized or sale item?
Personalized items cannot be returned. All sale items are final sale and cannot be returned or exchanged.
What if my order arrives damaged?
Please email SouthernHospitalityCompany@gmail.com within 7 business days of delivery with:
- A photo of the damaged item.
- A photo of the shipping box showing the shipping label.
- Your order number.
Claims received after 7 business days cannot be accepted. Keep the product and packaging, and please do not discard or return anything until we provide instructions.
What variations should I expect in handcrafted products?
Many of our products, including glassware, painted toleware, and paper goods, have handcrafted details. Small bubbles, swirls, brushstrokes, and minor bumps can be part of that process. Minor variations that pass quality control do not qualify for replacements. If you have a concern, please contact us so we can review it with you.
Custom Designs & Other Questions
Do you create new custom designs?
We love creating something special! New custom designs require a $100 deposit before design work begins and the following minimum quantities:
- Invitations: 50.
- Stationery: 75, or 3 sets of 25.
- Gift tags: 60, or 3 sets of 20.
- Place cards: 50.
- Calling cards or enclosure cards: 50.
These minimums apply to new custom designs and custom listings. We do not accept new custom design requests during the holiday season.
Do you offer wholesale?
We do not offer wholesale at this time.
Do you offer discounts?
We price our products thoughtfully to support the work of our small team. Thank you for supporting our shop!
May I reproduce your artwork?
All designs and artwork are copyrighted by Southern Hospitality Company, LLC. They may not be altered or reproduced, in part or in full, without permission.
