FAQ
We aim to make your shopping experience simple and transparent. Below you will find answers to common questions regarding shipping, ordering, and our replacement/refund process.
Shipping and Delivery
Do you ship internationally?
Yes, we ship our products worldwide. However, shipping is temporarily unavailable to several countries, including South Africa, Israel, Norway, Iceland, India, Switzerland, Philippines, Brazil, Ecuador, Malaysia, Colombia, Spain, Kuwait, UAE, and Turkey.
How long does it take to process my order?
Processing time is the time required to create, prepare, and package your order before it is shipped.
- Standard items take 7–10 business days.
- Print-on-Demand items take 1–7 business days.
- Personalized items require an additional 1–3 business days on top of the base processing time.
What are the estimated shipping times?
Shipping times vary based on destination and can be affected by your local postal service.
- For standard shipping, the estimated ranges are: USA (10–20 business days), Canada (5–11 business days), and Worldwide (8–51 business days).
- During peak seasons (e.g., holidays), carrier services may require an additional 5–10 business days for delivery.
We apologize in advance that we are unable to control any delay caused by delayed logistics, holiday periods such as Christmas, weather conditions, natural disasters and customs clearings may have an impact on the delivery time. While most packages arrive on time, there may be circumstances and delays that carriers may experience, and which are beyond our control. Your patience is really appreciated. Again we're constantly working on improving our shipping times while keeping the same low prices for our customers. We DO NOT OFFER refunds while a product is still in transit as it is already on the way to you. We understand this can be a long time, but it's worth the wait at the competitive prices we offer.
Who is responsible for international duties and taxes?
Items shipping internationally from the US are shipped DDU (Delivered Duty Unpaid). We do not charge VAT (Value Added Taxes). Not The Usual Gift is not responsible for tax and/or any other duty charge that may be incurred at the destination country.
Customers will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country. Not The Usual Gift will not be responsible for any duties, taxes, or customs fees under any circumstances. If the order arrives at your country and the customer refuses to accept the package OR no attempt is made in the country of destination to deliver the package, Not The Usual Gift, reserves the right to abandon the package(s) and will not be responsible for any refunds.
What if my order is lost in transit (Delivery Failure)?
If your order is not successfully delivered within 45 to 60 business days from the order placement date (for Standard shipping), it is considered a Delivery Failure and is eligible for a replacement or refund.
Can you change my shipping address?
Yes, but you must contact us via the Contact Form or the provided email address support@nottheusualgift.com within 6 hours of placing your order. We cannot modify the shipping address once your order has entered the production phase.
What if I provided an incorrect or insufficient address?
If we detect inaccurate or insufficient information, we will notify you via your registered email. If a timely response is not received, we may be required to cancel the order. Any refund issued will be the remaining amount after deducting all incurred costs of processing and shipping the product(s). We are not liable for loss or delivery failure caused by an incorrect or insufficient address provided by the customer.
My item has been delivered to an incorrect mailbox or deliveries that are stolen once signed for?
We are not responsible for item(s) being misplaced/ stolen after being delivered (e.g. after being delivered to a mailbox). We will ensure the item is delivered to your address according to information provided by the logistics company.
Orders and Cancellations
What happens after I place my order?
Once you've completed the checkout process we'll automatically send you a confirmation email. This means we've received your order in our system and pre-authorized your credit card for the purchase.
As soon as we receive your order we automatically reach out to our suppliers who then arrange for its shipment. (Again to avoid potential complications it's very important that your email is entered correctly)
If you do not receive an order confirmation email please check the following:
- Check email spam folder - its not uncommon for order confirmation emails to occasionally land here, so definitely worth double checking. Hotmail, MSN, AOL & some Yahoo users are likely to be affected the most. Whilst Gmail works best especially when receiving important order confirmation emails!
- If the email does not appear in your spam folder, its more than likely it never reached you. It's quite possible the email address you entered had a minor typo (or wrongly autocorrected). If this is the case feel free to contact us, our staff will happily update your details and resend the order confirmation email with the correct email address.
Only part of my order has arrived. Where's the rest of my order?
Given that we work with a variety of suppliers and manufacturers from around the world, each specialising in different types of products, it's quite common that not all of the items in your order will arrive at the same time and within the same batch. This is especially true if you've ordered a number of different products that aren't made by the same manufacturer. However, rest assured the remaining items in your order are on their way! :) Again we're here to help so if you have any concerns or queries feel free to contact us
How do I cancel my order?
Cancellation is permitted if requested within 6 hours of placing your order. Beyond this 6-hour window, cancellation is not allowed. You can contact us using our Contact Form.
If I cancel my order, do I get a full refund?
If you cancel within the 6-hour timeframe, any incurred payment processing fee is non-refundable and will be deducted from your refund.
Can I make changes to my order?
We process orders the same day they are placed and changes can only be made up until then. If you notice a typo in shipping address after you receive your confirmation, please contact us immediately and we'll do our best to make the changes for you, however we cannot make any promises. Once your order has been forwarded to our fulfilment center, we no longer have the ability to make changes the order.
What happens if my change request decreases the order value?
If a change decreases the order value, the pricing difference will not be refunded. This is due to the immediate allocation of resources and payment processing limitations.
What happens if my change request increases the order value?
If the change increases the order value, the additional payment is required immediately. If payment is not confirmed within 48 hours, the order will be processed based on the original information.
Does canceling a product affect my discount?
Yes, cancelling individual products may result in your remaining order no longer being eligible for a promotional discount.
Will the product be the same as in the photo?
Yes, all photos are real. Please note that due to the light and screen difference, the items color may be slightly different from the image.
How can I contact you?
We can be contacted anytime on support@nottheusualgift.com (or if your located within the USA via our toll free helpline on +
1 (855) 393 3131)
Returns, Exchanges & Refunds
How long do I have to report an issue with my order?
Claims for quality-related issues must be made within 7 business days of the delivery date indicated on the tracking information.
What are the eligible conditions for a replacement or refund?
We offer replacements or refunds only under two conditions:
- Delivery Failure: Your order is not successfully delivered within 45 to 60 business days for Standard shipping.
- Quality Issues: The order has an issue with inadequate quality.
Do I need to return the item to get a refund or replacement?
No, you do not need to return the item to us. We manage all resolutions without requiring a return.
What if I send an item back without permission?
If you send an item back without first being asked to, we will not be responsible for any loss, damage, or costs associated with that unapproved return.
What proof is required to make a claim for a quality issue?
All claims must be accompanied by shipment tracking, proof of purchase, and complete and clear visual proof. This visual proof includes:
- An unboxing video of the package being opened.
- Photo(s) showing the quality issue and any damaged parts of the product.
- Photo(s) of the incorrect item received (if the color, design, or size is different from the order confirmation).
- Photo(s) of the size label and the entire item when measured with a ruler (if the size is inconsistent with the size chart).
- Photo(s) of the original shipping label on the package received.
Are creases considered a product flaw?
No. Bulky or oversized products may be folded for packaging to meet carrier criteria, which can result in temporary creases. This is not considered a product flaw. To help prevent wrinkles, we suggest spreading the product flat for 3-5 days.
If I made a user error (wrong size/color), can I get a refund?
We will not accept responsibility for any claim resulting from user error, such as selecting the wrong size, design, or color.
How long does it take to receive my refund or replacement?
- Refunds are processed within 7 business days of confirmation. The final credit to your payment account is determined by your payment provider, usually taking an additional 3–5 business days.
- Replacements will have a new tracking number issued within 7–10 business days of confirmation.
DISCOUNT CODES
How do I use my discount code?
In order to make use of your discount code you need to enter it manually after you've clicked the 'Checkout' button. The discount code field is located (depending on whether your using a mobile or desktop) under your order summary at the checkout screen. Simply enter your discount code into the 'Gift Card Code' field. Please make sure you click the "Apply" button in order to have the discount calculated for your order.
Coupon codes cannot be applied after you have completed the processing of your order. We definitely want you to benefit from the savings you get from using coupon codes so please double check to apply your code before finalizing your purchase. Please note that coupon codes can not be combined. Coupon codes are received by email and must be used within the timeframe mentioned.
We apologize in advance that promotion and discount codes cannot be used together with other promotions and discounts unless stated otherwise. Only (1) coupon per order can be applied and must be used within the timeframe mentioned.
How secure is my personal information?
Not The Usual Gift adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store. Your credit card information is encrypted during transmission using secure socket layer (SSL) with an industry standard 256-bit encryption technology, which is widely used on the Internet for processing payments. This is the same level of encryption used by multinational banks to keep your information safe and secure. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
Do you have any further questions? concerns? suggestions? If your issue is not listed above, please contact us or call us toll free US/Canada on +1 (855) 393 3131
Our incredible customer support team is always working non-stop on your requests! Please allow 48-72 hours for us to reply back to you!
A big heartfelt thanks for shopping with us! - Not The Usual Gift Team