SHIPPING & Delivery

Have a question about your order? Email [email protected] with your order number in the subject line.

For order processing and fulfillment, please allow 1-2 business days. Processing and fulfillment time frame applies to all orders, including expedited shipping orders. You will receive a shipping confirmation email as soon as tracking information is available.

For personalized styles please allow up to 15 days for processing and fulfillment. Expedited shipping is not available for personalized products. 

Please note, for product launches, restocks, US holidays and promotional periods, please allow up to 5-7 business days for order processing due to our high volume.

QUESTIONS ABOUT YOUR ORDER?

WHICH CARRIERS DO YOU USE?

  • DHL International Express
  • DHL International Parcel Post
  • UPS
  • USPS
  • OnTrac

HOW CAN I CHECK THE STATUS OF MY ORDER?

We’ll keep you updated via email and we’ll send the tracking information as soon as your items have shipped. We use UPS, USPS, or OnTrac to ship all orders in the US and DHL internationally. If you need to change your address, customers have a one-hour window to request an address edit. Please contact customer service at [email protected] immediately. We will do our best to accommodate but there are no guarantees. If we are unable to edit your address, you will need to contact the carrier directly to see what they are able to do for you

HOW DO I TRACK MY ORDER?

For online orders an email will be sent with a shipping confirmation and tracking information, still have a question?  Email us at [email protected]

I ENTERED IN THE WRONG ADDRESS, WHAT DO I DO?

Contact [email protected] immediately. Customers have a one-hour window to request an address edit. We will do our best to accommodate but there are no guarantees. If we are unable to edit your address, you will need to contact the carrier directly to see what they are able to do for you. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, please note that shipping is non-refundable.

WHAT HAPPENS IF I ORDER SOMETHING AND IT IS OUT OF STOCK?

We will contact you and refund you the full price of the item and refund your card or account for the value of the item within 3-5 business days. 

THERE IS A PROBLEM WITH MY SHIPMENT, WHAT DO I DO?

If your shipment is held up with your carrier, contact them directly as they may need specific direction on where to deliver your order. In some cases the carrier will need to update your address which will result in an up charge. Custom Eco Friendly Bags is not responsible for paying this up charge. To avoid the up charge, ask the carrier to hold the shipment at the nearest location for you to pick up. 

MY ORDER NEVER ARRIVED. LOST OR STOLEN SHIPMENTS.

Please contact [email protected] and we will file a claim on your behalf. This may take 5-10 business days to investigate with the carrier (UPS or DHL).