Frequently Asked Questions
We're here to help. Find quick answers below.
Can I trust Shop Pay for payments?
Yes! Shop Pay is Shopify’s secure checkout system, used by millions of shoppers worldwide. It’s one of the most popular payment platforms online, with encrypted processing to keep your details safe. Your payment information is never shared with us, so you can check out quickly and with confidence.
Can I change my personalization after ordering?
If you need to update your personalization, please contact us right away. We can make changes only if production hasn’t started yet.
Can I cancel my order?
If you need to cancel an order, please email us as soon as possible. We can cancel it if it hasn’t shipped yet. For personalized items, once we’ve started producing your order, it can no longer be canceled.
What is your return and exchange policy?
At Bow to Stern Shop, we want you to be 100% satisfied with your purchase. Every order is important to us, and we’ll always do our best to make things right.
Personalized Items
Because personalized products are made just for you, we do not accept returns or exchanges. However, if you are not 100% satisfied with your order, please contact us within 14 days of delivery and we’ll work with you to make it right.
Non-Personalized Items
- Damaged or Defective: If your item arrives damaged or defective, email us within 14 days of delivery. We will replace it free of charge.
- Other Returns & Exchanges: For all other returns or exchanges, email us within 14 days of delivery. Customers are responsible for return shipping costs. Returned items must be in like new condition.
- Gifts: Items received as gifts may be returned or exchanged within 90 days of delivery. Proof of purchase is required. Exchanges can be made for an item of equal or lesser value.
When will my order ship?
We process and ship orders within 1–3 business days (most go out in just 1–2). If we’re ever experiencing delays, you’ll see an announcement posted at the top of our website so you’ll know right away.
How long will delivery take?
Standard shipping usually takes 3–5 business days, but delivery times can sometimes be longer depending on the carrier. If you need your order faster, we recommend choosing UPS 3 Day Select, UPS 2nd Day Air, or Next Day Air Saver at checkout. The cost of these upgraded options will be shown before you place your order.
How can I track my order?
You’ll get an email with a tracking link as soon as your order ships. If you created an account at checkout, you can also log in to see your tracking details there. Can’t find your email? Just reach out and we’ll resend it.
What if my order arrives damaged?
Don’t worry, we’ll make it right. Just email us a photo of the damage within 14 days of delivery, and we’ll replace the damaged item(s) at no extra cost to you.
Do you ship internationally?
Right now, we only ship within the U.S. through our website. If you’re outside the U.S., you can still order from our Etsy shop, where we offer international shipping.
Can I personalize my order?
Yes! Many of our products can be customized with your text. Just follow the personalization options on the product page, and we’ll make it yours.