FAQ

Product Questions
Can I ship it directly to my friend?

Yes! We can ship your product order directly to whoever you want. We just ask that you provide the correct shipping name and address so that they can receive it without any issues.

Do you offer customization services?

Yes! We can customize your product and ship it to you. All you have to do is upload your photos and we do the rest!

I don't like it, can I exchange it?

We usually offer a full 30 day money back guarantee for our non-customized products. Due to the customized nature of certain products, we are unable to accept returns for them. 


However, we do offer our 14 day happiness guarantee that is specific to our PopBox! If the person you gift our PopBox to doesn't smile or enjoy our product, we'll refund you the product price. All you have to do is send us a video of them opening the PopBox and not enjoying it and we'll refund you - no questions asked.

What if it's a gift?

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.


If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Is my information safe with you?

We process payments through Shopify's PCI compliant platform.


The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.


We don't see your payment information - so you can rest assured your data is safe.

Shipping & Delivery
Shipping Policy

All orders will ship between 1-3 Business Days (unless unexpected circumstances occur)


Please allow 5-15 Business Days for arrival for standard shipping (some international orders may require 20-30 days in some cases due to customs/local post office delays)


Express shipping packages will normally arrive within 6-8 business days or faster.(some international orders may require 15-20 days in some cases due to customs/local post office delays)


Please note - if you select DHL service and it is not available in your area, we will contact you and provide a different carrier.


We ship internationally from our warehouses in China and the U.S. 

We automatically calculate which shipping method will be the fastest to your location. 

During the holidays, please allow extra time for delivery.


Business days are Monday through Friday 9AM-5PM. (Weekends and Holidays are not considered Business Days)

Liabilities

Please refer to the carrier's website for up to date information about their service guarantees. 


We are not responsible for carriers delivering packages late.


We are not responsible for delays caused by customs, or unexpected postal delivery delays such as local postal backlogs or strikes. 


We are not responsible for customs fees for international customers.


Please note - if you email our customer support during the weekends, you will receive a response on the next business day.


We are not responsible for deliveries that were attempted but not successful because there was no one home or available to give a signature.


We are not responsible for unsuccessful delivery attempts that result in a return to sender situation.


We are not responsible for incorrect addresses entered into our shipping form.


After a package is shipped out, we are unable to modify the delivery address.


We always try our best to estimate the shipping time and communicate with complete transparency with our customers, but sometimes unforeseen problems occur.


We thank you for your understanding and hope you love your product from Make It Mine!

Additional Delivery Fees

Our reship fee is $15 (some larger orders may require a higher reship fee) and is subject to policies above.


50% refunds (if applicable) 

In some cases, we may issue a 50% refund if there's a delivery issue caused by the customer and the customer requests to not reship. We reserve the right to review each scenario and deem if a 50% refund is applicable.


If your package is stolen, please contact our customer service and we will work with you to make sure you receive your package.

Returns & Exchanges
Return Policy

For most of our products, our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.


Please note - if you email our customer support during the weekends, you will receive a response on the next business day.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Furthermore, only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Non-returnable Products

Gift cards and customized/assembled products


Our PopBox™ is not returnable due to the customized nature of the product. We do offer our 14 day happiness guarantee that is specific to the PopBox - more information down below.


Our assembled Heart LoveNote™ is not refundable since we hand-make each box. If you're not happy with your purchase or something wasn't right - email us at support@makeitmine.co and we'll try our best to make it right.


There are certain situations where only partial refunds are granted (if applicable) 

- Any item not in its original condition that is damaged or missing parts for reasons and not due to our error.

Refund Process

If your item is eligible for a return, please return the item(s) you've purchased in the original packaging and make sure all items included with the order are included. All return orders are inspected and if you return your item with missing parts you may receive a partial refund instead of a full refund. Our shipping address is:


753 E Edna Pl, Covina CA 91723


Once you've shipped the item back to us, please email our support team at support@makeitmine.co with the tracking number so we have that on file for our records.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Return Fees

To return your product, you should mail your product to:


753 E Edna Pl, Covina CA 91723


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


Depending on where you live, the time it may take for your exchanged product to reach you may vary.


If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

COVID-19 Updates
Facility Changes

As the situation with COVID-19 evolves day-to-day, our top priority during these challenging times continues to be the health and safety of our co-workers, customers and communities.


All employees have been trained on proper hand washing protocol, work areas are sanitized and cleaned before and after each work day, and all employees wear vinyl gloves and face masks when packaging orders.


We're closely following all CDC recommended guidelines and will continue to update our protocol if necessary. 

Processing Times and Delays

Make it Mine is currently experiencing high order volume and our processing time has been increased by 3-5 business days. We're monitoring our number of orders on a day to day basis and adapting our team to evolve to support our customers needs. We are currently struggling to hire as many new team members to assist order fulfillment during these times due to risk of COVID-19 infection.

For more information: email us at 

support@makeitmine.co

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