FAQs & Shop Policies
♥ GENERAL QUESTIONS ♥
Do you take customs/custom orders?
Unfortunately, I do not take custom orders at this time. However, if this ever changes, I will be sure to let you know! :) In the meantime, I am always happy to know which pieces you’d like to see me make more of in the future either through an IG comment, direct message, or e-mail. For example, if you’d like to see me make another batch of “Cup of Stars” rings, please let me know through any of those channels and you just might see a few in a future collection. 😁
Do you offer wholesale?
I am unable to offer wholesale as each of my pieces are incredibly time consuming to make and are already priced at the lowest price point I am able to offer at the time. Each piece is lovingly made entirely by hand and most are OOAK, so wholesale would not be a viable option for me to explore at the current time. Thank you for understanding!
Do you ever remake designs?
Yes, I do! If there is a specific design that is no longer available, or has sold out that you’d like to see more of, I would love to know via e-mail, IG direct message, or IG comment! I cannot 100% guarantee that I will be able to make more of your requested design as I may have (in some cases) retired the design, no longer have the necessary materials, or may not have the stones needed. However, I will be sure to keep it in mind and let you know if you can expect to see more of it in the future!
How do your shop updates work/how often is your shop updated?
My instagram, @hodustudiojewelry, is currently the best source for all shop updates and notifications on new pieces. Once a piece or pieces have been completed, I will post images and/or videos of them on Instagram to let you loves know that they are now available in my shop!
My jewelry is made in small batches, so you can typically expect to see a few new pieces per week. I add pieces to my shop as they are completed, so please check my IG often or turn on post notifications if you’d like to stay updated. 😊
♥ RETURNS & EXCHANGES ♥
What is your return/exchange policy?
All sales are final unless otherwise noted. This is a strict policy and exceptions cannot be made unless a mistake has been made on my end (such as posting the incorrect size, item, etc). For this reason, please be sure to examine all photos and shop policies carefully before purchasing. All photos have been taken in natural lighting (indirect and/or direct sunlight) with a professional DSLR camera in an effort to depict each piece as accurately as possible. However, please note that colors may vary slightly due to varying computer and monitor settings.
Additionally, please be sure to accurately measure your ring size before purchasing to ensure the proper fit, as returns/exchanges will not be accommodated if a customer has mistaken a ring size. Going to your local jeweler to measure your ring size is highly recommended, as this will ensure the most accurate fit and sizing. If this is not possible, purchasing a ring sizer or looking up ways to measure your ring size online would be next best options!
I overspent/have buyer’s remorse! Can I cancel my order?
Unfortunately, exceptions on the “all sales are final” policy cannot be made under any circumstances unless a mistake was made on my end (such as posting the incorrect size, item, etc). Please keep your budget in mind before purchasing, as no exceptions will be made for buyer’s remorse or having changed one’s mind. Thank you so much for understanding. 💛
The post office has lost my package! Will you send another piece/replace my order for me?
I am so sorry, but once USPS (United States Post Office) is in possession of a package, it is the responsibility of the USPS (and your country’s local post office if you are international) to deliver your package to you safely. Additionally, because all of my pieces are entirely handmade and in most cases, are OOAK (one of a kind), I am unable to replace or replicate a lost order.
Though lost packages do not happen often, there have been rare instances where this has occurred. If you’d like to insure your package for the full purchase amount for an additional fee, please reach out to me via e-mail either IMMEDIATELY after purchasing (for up to 1 hr after purchase), or BEFORE purchasing to inquire about insuring your package/insurance rates. Packages are insured through Shopify with Shipsurance. More information on shipping and insurance can be found in the “SHIPPING” and "INSURANCE" sections of the FAQs.
Please note that if you choose to leave your package uninsured for the full purchase amount, you are accepting responsibility and acknowledging the possibility of your package being lost, damaged, or stolen during transit. For this reason, your order will not be eligible to receive a refund, exchange, or store credit.
Lastly, please note that any included USPS insurance does NOT cover stolen packages. Packages that are stolen once delivered at your place of residence are not the responsibility of the USPS or HODU Studio and will not be eligible for a refund, exchange, or store credit.
♥ SHIPPING ♥
When will my order ship?
Please allow up to 5 business days (Mon-Fri, excluding weekends) after purchase for your order to ship. All orders will be shipped within this time frame, if not sooner! As a one woman show, I truly appreciate your patience and understanding and cannot wait for your order to get to you. 🥰
What shipping carrier do you use (domestic)?
All orders are shipped via USPS (United States Post Office).
Currently, I offer two domestic options:
1) USPS First Class Mail Shipping
- Small packages delivered in 2–5 business days (in most cases once dropped off at the post office)
- Includes USPS Tracking®
- Please note that USPS First Class Mail shipping service is not eligible for insurance through Shopify and Shipsurance
2) USPS Priority Mail
- Delivery in 1-3 business days (in most cases once dropped off at the post office)
- Includes USPS Tracking® and up to $100 of insurance with most shipments (restrictions apply)
- Eligible for insurance through Shopify and Shipsurance
If you’d like to insure your package for the full purchase amount for an additional fee, please reach out to me via e-mail either IMMEDIATELY after purchasing (for up to 1 hr after purchase), or BEFORE purchasing to inquire about insuring your package/insurance rates. Please view the "INSURANCE" section for details.
What shipping carrier do you use (international)?
All orders are shipped via USPS (United States Post Office). Once your package has left the United States and has arrived in the destination country, please contact your local post office for any inquires regarding your package, as your package will then be delivered to its final destination through your local post office.
Currently, I offer three international options:
1) USPS First Class Package International Service
- Delivery speed varies by destination
- Insurance not available
2) USPS Priority Mail International
- Delivery in 6-10 business days (once dropped off at the post office) for many major markets. Actual number of days may vary based on origin, destination, and customs delays.
- Includes USPS Tracking®
- Priority Mail International shipments containing merchandise are insured against loss, damage, or missing contents up to $200 at no additional charge to certain countries.
- Eligible for insurance through Shopify and Shipsurance
3) USPS Priority Mail Express International
- Delivery in 3-5 business days (once dropped off at the post office) for many major markets. Actual number of days may vary based on origin, destination, and customs delays.
- Includes USPS Tracking®
- Priority Mail Express International shipments containing merchandise are insured against loss, damage, or missing contents up to $200 at no additional charge to certain countries. Insurance availability varies by country, content, and value.
- Eligible for insurance through Shopify and Shipsurance
If you’d like to insure your package for the full purchase amount for an additional fee, please reach out to me via e-mail either IMMEDIATELY after purchasing (for up to 1 hr after purchase), or BEFORE purchasing to inquire about insuring your package/insurance rates. Please view the "INSURANCE" section below for details.
♥ INSURANCE ♥
How can I insure/purchase insurance coverage for my order?
If you’d like to insure your package for the full purchase amount for an additional fee, please reach out to me via e-mail either IMMEDIATELY after purchasing (for up to 1 hr after purchase), or BEFORE purchasing to inquire about insuring your package/insurance rates.
Packages are insured through Shopify with Shipsurance.
** Please note that USPS First Class Mail shipping service is not eligible for insurance through Shopify and Shipsurance. However, USPS Priority Mail is eligible. **
The current rates are as follows (subject to change):
| Shipment type | Insurance rate |
|---|---|
| Domestic shipments | 0.89 USD per 100 USD of coverage |
| International shipments | 1.29 USD per 100 USD of coverage |
What does Shipsurance insurance through Shopify cover?
If your package is lost, damaged, or stolen during transit, shipping insurance will ensure that your package is covered. Coverage is on a package-by-package basis.
Please note that any packages that are stolen after your package has been delivered are NOT covered under insurance. Packages that are stolen once delivered at your place of residence are not the responsibility of the USPS, Shopify/Shipsurance, or HODU Studio, and will not be eligible for a refund, exchange, or store credit.
♥ POSTAL MISHAPS ♥
My tracking number hasn't updated, but I've gotten a shipping confirmation e-mail! What's going on?
If your package has just been mailed, or if you have just received an e-mail with updated tracking/shipping information, please allow up to 48 hrs for your tracking number to update. There have been instances where the post office has forgotten to scan packages upon receipt, and the tracking only updated after having been scanned and received at another USPS location. Thank you so much for your patience! 💛
My tracking number suddenly stopped updating! What do I do?
If your tracking has been updating and while in transit, suddenly stopped or is stuck on the message "Your package is currently in transit to the next facility" (or something similar) for several days, please know that this does not mean your package is lost. I have called the post office about this issue before, and it can mean that the package either missed a scan by the sending facility or receiving facility. It can also mean that the package is moving around the postal network somewhere, but without an exact, known location.
I have had this exact situation happen to me several times with packages that were being delivered to me and unfortunately, the packages can be bouncing around the USPS for a couple weeks before actually receiving another scan.
The best course of action would be to first contact your local post office to inquire about your package. Please also feel free to reach out to me as well, but please keep in mind that I can only see the same tracking information that is available to you. With that being said, I am so happy to help and will try to assist in any way that I can.
The post office has lost/damaged my uninsured package (domestic)! What do I do?
I am so sorry this has happened! Once USPS (United States Post Office) is in possession of a package, it is the sole responsibility of the USPS (and your country’s local post office if you are international) to deliver your package to you safely. Please note that if you have chosen to leave your package uninsured for the full purchase amount, you are accepting responsibility and acknowledging the possibility of your package being lost, damaged, or stolen during transit. For this reason, your order will not be eligible to receive a refund, exchange, or store credit.
If your package is lost and uninsured, please follow these steps recommended by the USPS to start your search:
1) Complete a Help Request FormWe recommend that you complete our online help request form before you start a missing mail search. Please use a desktop computer to submit your form.
We'll forward your request to your local Post Office™ facility to help locate any missing items.
Complete a Help Request Form here.
2) Submit a Missing Mail Search RequestIf after 7 business days from when you submitted your online help request form your mail or package hasn't arrived, submit a Missing Mail search request with the following information:
- Sender mailing address
- Recipient mailing address
- Size and type of container or envelope you used
- Identifying information such as your USPS Tracking number(s), the mailing date from your mailing receipt, or Click-N-Ship® label receipt
- Description of the contents such as what it is and the brand, model, color, or size, if applicable
- Pictures that could help us recognize your item
If help is needed with any of these steps, such as sender mailing address, the size and type of mailer used, pictures of your piece, etc., please do not hesitate to reach out to me! I would be so happy to help and assist in any way I can. In most cases, I will submit the Missing Mail Search Request for you! Simply reply to the order confirmation e-mail you received upon placing your order with any questions you may have. 😊
Start your Missing Mail Search Request here.
The post office has lost/damaged my uninsured package (international)! What do I do?
I am so sorry this has happened! Once USPS (United States Post Office) is in possession of a package, it is the sole responsibility of the USPS (and your country’s local post office if you are international) to deliver your package to you safely. Please note that if you have chosen to leave your package uninsured for the full purchase amount, you are accepting responsibility and acknowledging the possibility of your package being lost, damaged, or stolen during transit. For this reason, your order will not be eligible to receive a refund, exchange, or store credit.
All orders are shipped via USPS (United States Post Office). Once your package has left the United States and has arrived in the destination country, please contact your local post office for any inquires regarding your package, as your package will then be delivered to its final destination through your local post office.
If your order is lost within the United States, please do not hesitate to reach out it to me, and I will contact my local post office to inquire about the package on your behalf! Simply reply to the order confirmation e-mail you received upon placing your order with any questions you may have and I will be so happy to assist you in any way I can. 😊
The post office has lost/damaged my insured package! What do I do?
I am so sorry this has happened! If the post office has lost or damaged your insured package, please reach out to me immediately and I will file an shipping insurance claim for you via Shopify and Shipsurance. Once the claim has been accepted (usually within 5 business days), I will issue a refund for your purchase!
LOSS Claim Note: If the claim is for a lost package, the Insured must wait 20 calendar days (for Domestic shipments) or 40 calendar days (for International shipments) before filing claim with Shipsurance.
DAMAGE Claim Note: All packaging material and damaged goods must be kept in the original form as received. The packaging and item(s) shipped must not be sent back to the shipper until a claim is complete.
My insured/uninsured package was stolen off of my property after it was delivered. What do I do?
Ugh, this is the worst - what is happening to the world? Unfortunately, once the post office has safely delivered your package to your property, it is no longer the responsibility of Shopify/Shipsurance, HODU Studio, or the USPS.
If you’ve experienced a history of stolen packages on your property and would like to request USPS Signature Confirmation for your delivery for an additional fee, please contact me immediately (for up to 1 hr) after purchase. This will allow for a safer delivery.
Please note that any included USPS insurance does NOT cover stolen packages. Packages that are stolen once delivered at your place of residence are not the responsibility of the USPS, Shopify/Shipsurance, or HODU Studio, and will not be eligible for a refund, exchange, or store credit.
♥ CONTACT ♥
What is the best way to reach you?
1) For urgent or time-sensitive matters, please e-mail me at: mail.foundbygrace@gmail.com
2) For general questions that cannot be answered through my FAQs & shop policies, please feel free to e-mail me at the above address or send me a direct message through Instagram!
My IG handle is: @hodustudiojewelry
Please note that responses to urgent/time-sensitive e-mails will be prioritized over those with general questions/non-urgent matters.
When can I expect a response?
1) For urgent or time-sensitive matters that have been sent to me via e-mail, please allow up to 2 business days for a response. If the matter is super urgent, I typically respond within a few hours on the same day, or within 24 hrs.
2) For general, non-urgent questions that have been sent to me via e-mail, please allow up to 3 business days for a response.
3) For general, non-urgent questions that have been sent to me via IG direct message, please allow up to 5 business days or more for a response. Please keep in mind that IG does not notify me of messages sent by anyone I do not personally follow. I also receive a very large volume of messages on Instagram and sometimes miss messages as they are pushed to the bottom of my messaging queue. If a response is truly needed, an e-mail would be the best way to reach me. 🥰