Shipping, Returns & Digital Purchases
How is your merchandise made?
Our merchandise is made to order and prepared through our production partners. Production begins after your order is approved and submitted for fulfillment.
We coordinate fulfillment and remain your point of contact for questions about your purchase. Items may be prepared at different locations and arrive separately.
How long does production take?
Most merchandise takes approximately 2–7 business days in production after submission for fulfillment.
Production time does not include shipping. Product availability, holidays, larger orders, and busy periods may extend production. Any product-specific estimate takes precedence over this general guidance.
Do embroidered products take longer?
Embroidered items may require up to 36 additional hours when design digitization is needed, in addition to standard production and shipping time.
Digitization converts artwork into instructions for embroidery equipment. Previously digitized combinations of design, product type, and size may skip this step.
Design adjustments or approval requirements may add further time.
How long does standard shipping take?
General shipping estimates after dispatch are:
United States: approximately 2–5 business days for many production locations.
International destinations, where available: approximately 10–30 business days.
Actual shipping time depends on the product, production location, carrier, and destination. Items traveling internationally may follow international estimates even when delivered to a U.S. address.
Shipping estimates do not include production or embroidery preparation.
What is the total estimated delivery time?
Delivery includes order processing, production, and shipping.
Using the general estimates above, production plus standard shipping may take approximately:
U.S. orders: 4–12 business days.
International orders: 12–37 business days.
Allow additional time for processing before production, embroidery digitization where required, customs, and unexpected delays. These are planning estimates, not guaranteed arrival dates.
What counts as a business day?
Business days generally mean Monday through Friday, excluding applicable public holidays.
Some carriers deliver on weekends, but weekend delivery should not be assumed when planning your purchase.
Are delivery dates guaranteed?
No. Production and delivery dates are estimates.
Weather, holidays, product availability, customs, and carrier disruptions may affect delivery. If we cannot ship within the stated timeframe, we will notify you and provide updated information and any cancellation or refund options required by applicable law.
Please contact us before purchasing if you need an item for a particular occasion.
How much does shipping cost?
Your shipping charge is displayed at checkout before payment.
The amount depends on the shipping options available for your order and destination. Adding products may change the total.
Any applicable free-shipping offer will be identified on the website or at checkout. Please review the complete order total before purchasing.
Where do you ship?
Available destinations depend on the product and the shipping regions enabled in our store.
Enter your complete delivery address at checkout to see available options. If no shipping option appears, contact us before ordering so we can check availability.
Do you offer expedited shipping or local pickup?
Only services specifically offered for your order at checkout are available.
Faster shipping does not necessarily shorten production time. Merchandise prepared through our production partners is not automatically available for local pickup.
Contact us before ordering if you have a deadline or special delivery request.
Will all my items arrive together?
Not necessarily. Items may be prepared at different facilities or dispatched at different times.
Your order may arrive in separate packages with separate tracking information where available. Receiving one package does not necessarily mean the remaining items are missing.
Digital purchases are delivered separately from physical merchandise.
How do I track my order?
For tracked shipments, use the tracking information supplied in your shipping notification.
Check your spam or junk folder if you cannot find the email. Some shipping services have limited or no tracking.
For assistance, email mgmt@vincentalexandria.com with your order number.
Why does tracking show “Label Created” or no movement?
A shipping label may be created before the carrier scans the package. Tracking can also remain unchanged while a shipment moves between facilities.
Initial updates can sometimes take up to five business days for domestic shipments or seven business days for international shipments.
Contact us if tracking remains unchanged beyond that period so we can investigate.
Can I change or cancel my order?
Contact mgmt@vincentalexandria.com immediately with your order number and requested change.
We will check whether cancellation or changes to your size, color, product, or address are still possible. Requests cannot be guaranteed once production or fulfillment begins.
This does not limit cancellation or refund rights required by applicable law.
What happens if I entered an incorrect address?
Notify us immediately.
Once an order has been processed or shipped, we may be unable to change or redirect it. An incorrect or incomplete address may cause failed delivery or return to sender.
Additional charges may apply for a replacement or reshipment when the customer supplied the incorrect address. We will explain the available options and costs before arranging a paid reshipment.
Do you ship to P.O. boxes or military addresses?
Availability depends on the product, production location, and shipping service.
Contact us before ordering for a P.O. box, APO, FPO, or DPO address. Standard delivery estimates may not apply.
Will international orders have customs charges?
International shipments may be subject to import taxes, duties, or handling fees.
Whether these charges are collected in advance or requested upon arrival depends on the shipment and destination. Review the checkout information and contact us before purchasing if you need clarification.
Customs processing may extend delivery time.
What should I do if my shipment is late or missing?
Check your tracking information, delivery notices, and shipping address. If the estimated delivery period has passed, contact us promptly with your order number.
We will investigate with the relevant production partner or carrier and explain the available options.
The 30-day reporting period for delivered-product problems does not apply to packages that have never arrived. Report overdue shipments promptly so we can investigate within the applicable fulfillment and carrier deadlines.
Tracking says “Delivered,” but I cannot find my package. What should I do?
Check your mailbox, entrance, parcel locker, reception desk, household members, neighbors, and carrier pickup notices.
Contact the carrier and notify us so we can review the information. A delivered scan does not automatically qualify an order for a free replacement.
Any resolution depends on the circumstances and applicable legal rights.
What is your merchandise return and exchange policy?
Because our merchandise is made to order, we generally do not accept returns or exchanges solely for a change of mind or an incorrectly selected size or color, except where required by law.
Please review the product description, size chart, options, and shipping address before purchasing.
If an item arrives damaged, incorrect, or with a manufacturing defect, contact us promptly for review.
How long do I have to report a damaged, defective, or incorrect item?
Please report product problems within 30 calendar days of delivery by emailing mgmt@vincentalexandria.com.
Include:
Your order number and checkout email address.
A description of the problem.
Clear photographs showing the item and issue.
Packaging and shipping-label photographs where relevant.
A group photograph if multiple items are affected, where possible.
Contact us as soon as you discover the issue so we can investigate and coordinate a resolution.
Requests first reported after 30 calendar days are generally outside our standard reporting period and may be declined, except where applicable law requires otherwise. This reporting period does not limit statutory rights.
Reporting within the period does not guarantee approval. A timely claim may continue to be reviewed after the reporting period ends.
What qualifies as a product problem?
Examples include receiving an item that does not match your order, delivery damage, significant printing faults, or a manufacturing defect.
Choosing the wrong size is different from receiving a size that does not match your order.
Minor variations within disclosed product tolerances are not automatically defects. Embroidery may have natural differences in stitch texture and density, including visible backing inside the item.
Damage caused by misuse or care contrary to the product instructions is generally outside our standard manufacturing-defect coverage. Applicable legal rights remain unaffected.
Do I need to return the item?
Contact us before returning merchandise. Do not send items to the address on the packaging without written return instructions.
Some eligible issues can be resolved using photographs without a physical return.
If a return is necessary, we will provide the address, instructions, applicable deadline, and information about who pays return shipping.
Are replacements or refunds automatic?
No. We review each reported issue and may request additional information.
For eligible problems, we will confirm the appropriate replacement, refund, or other resolution. Any remedies required by applicable law remain available.
Replacement orders require their own production and shipping time.
How long does an approved refund take?
We will confirm the refund amount and payment method when it is issued.
Many card refunds appear approximately 5–10 business days after issuance, depending on the payment method and financial institution.
Are PDF ebooks refundable?
Please review the title, description, and file format before purchasing.
PDF ebooks and other standalone digital downloads are final sale for change-of-mind purposes once download access has been supplied. We generally do not accept returns or exchanges for these purchases.
If a purchase is duplicated, the wrong file is delivered, or a technical problem prevents delivery or access, contact mgmt@vincentalexandria.com with your order number. We will investigate and provide an appropriate resolution.
These terms do not limit rights or remedies required by applicable law.
Do PDF ebooks or memberships require shipping?
No. PDF ebooks and online membership access are digital.
After successful payment, PDF download access is provided through the order confirmation page and an email link. Check your spam or junk folder if you cannot find the message.
Membership access, recurring billing, and cancellation are addressed separately in our Membership FAQs.
Does this policy cover printed books purchased through Amazon?
Paperback and hardcover purchases made through Amazon are separate transactions.
Amazon’s checkout, delivery, cancellation, and return terms apply to those purchases. Use Your Orders in your Amazon account for assistance.
Purchasing a PDF ebook on this website does not include an Amazon print edition.
Who should I contact for help?
For purchases made through this website, email mgmt@vincentalexandria.com.
Include your order number, checkout email address, and a brief explanation. For delivered merchandise problems, contact us within 30 calendar days of delivery and include relevant photographs.
Never send your full payment-card number, security code, or account password.
Does this policy affect my legal rights?
No. These policies explain our standard procedures and do not exclude consumer rights, refunds, or other remedies that cannot lawfully be excluded.