FAQ

Customer Service Questions

I messaged you on Instagram or Facebook and emailed you about my order and I have not received a response, how do I get information about my order?
I do not and will not respond to Instagram DMs or Facebook messages or emails about orders. It is impossible for me to connect your social media name with your order. My social media messages get inundated very quickly and many emails get sent to spam. You may contact me via my website chat feature. There, all your orders are connected to your account, I can quickly and easily access information automatically. You can contact me by clicking on the 💬 icon on the bottom left-hand corner of my website.

Shipping Questions

How long does it take for my items to ship?
PLEASE REFER TO THE SHIPPING TIME ESTIMATES IN THE DESCRIPTION OF THE ITEM YOU ORDERED. Orders take 10-21 business days to ship depending on the item you ordered. This time does not include the day you order, weekends, holidays, or actual transit times. If your order was placed on the weekend, the shipping time estimate days DO NOT start until the next closest business day. Since I am the only one on my team, I need that time to make sure that orders are made to standard and are correct. Once the package leaves my facility, I CANNOT control how long the shipping services take.

Why is there a handling fee for my international shipping?
The handling fee is added for the additional fees of international payments and conversion rates that are charged to my shop in order to offer shopping to my international customers and is not something that can be waived.

My package says it has arrived but it is not here, what do I do?
You will have to contact USPS and speak to the Post Master or your Mail Carrier. I CANNOT do anything about a package that can't be found BUT 9/10 times when this happens, someone from your house has already taken the package inside your house, the mail carrier placed it in a weird spot so it's safe, or it may have been accidentally dropped in a neighbor’s box. Please check those three options before contacting USPS.

My shipping information was incorrect and the package was sent back to you, how do I get it reshipped to the correct address?
Any shipping issues or return to sender packages based on customer shipping input errors will be reshipped at the customer’s expense. If you notice there is an error on your shipping address notify me immediately and I can correct it. After it has shipped you will be required to have it reshipped at your expense and the order CANNOT be canceled.

How do I know if my package was shipped?
Use the tracking number in the shipping confirmation email that was sent to you via email. You may need to check your junk or spam mail.

My tracking number shows that it hasn't moved or been updated, how come?
If you check your tracking number and it shows that it hasn't moved or doesn't have a delivery date that is because the label has been purchased and it is either here with me waiting to be made and packaged or it hasn't been scanned at the post office. 

My order was damaged during delivery, what do I do?
When you placed your order you have the option for First Class Shipping or Priority Shipping. First Class Shipping DOES NOT come with insurance and if your package is as lost, damaged, or had broken or missing pieces it WILL NOT be covered by THIMA Sublipress. I recommend selecting Priority Shipping. Priority Shipping comes with up to $50 insurance. If your package was lost, damaged, or had broken or missing pieces for domestic package insurance claims click HERE for international package insurance claims click HERE.

It's been over the estimated shipping time and my package still doesn't show that it has moved, been scanned, or still has not arrived what do I do?
You will need to contact USPS for more information. I CANNOT get any more information than you can with your tracking number. USPS is the only person that can give you more in-depth updated information. Once it leaves my possession, I have not control over what happens. PLEASE NOTE: During the holiday season some packages NEVER get scanned, or take longer than expected. This is nothing I can control.

I placed an international order, do they require customs payment, and if so, who pays that?
I have no way of knowing if they collect customs. Buyers are responsible for any customs and import taxes that may apply. Teach Over the Rainbow is not responsible for delays due to customs.

Order Questions

I placed an order, but then found something else and placed another order, can you combine the orders so that I can save on shipping?
I CANNOT combine multiple orders. Shipping is based on weight and adding to your order will increase the cost of the label so combining orders CANNOT be done.

I want to cancel my order, can I do that?
Changes or cancellations to your order CANNOT be made once the order is placed. Many of the items are custom made and CANNOT be sold to another customer.

I have a discount code and forgot to use it during check out, can you add it for me?
Once you check out I CANNOT add the discount code. 

Return Policy

What is your return policy?
Custom or personalized items are not eligible for returns. Returns are subject to approval by THIMA Sublipress, LLC. Items must be unused and in the original packaging, and a return request must be done within 72 hours of the order arriving to you per the tracking number. Items that are not custom/personalized are subject to a 5% return/restock fee and return shipping fee. If you need to return a NON custom/personalized item, I will send you the shipping label. It must be shipped within 3 business days, if not the label will be canceled, and your item is no longer eligible for return. Once the item is returned, accounted for, and still in new condition, the remaining balance minus the 5% return/restock fee and shipping fee will be refunded.

Miscellaneous Questions

I ordered an item but I do not like the font, what can I do?
Fonts cannot be changed, the font that is on the digital mock up is the font that will come on your item. 

Can I change the font and color for a personalized tumbler?
No, during the creative process I try and use a font and color that is aesthetically pleasing. Changing fonts and colors would delay the time and process to get your item out as fast as possible. 

Can I choose my font on my personalized item?
Some personalized items have the option to choose between a few fonts. If the option to choose is not available, as the artist, I choose a font that best fits the style and space available for the name. The font may be different from the mock up or sample that is pictured in the product photo, and is subject to change without notice.