PICKUP

If you are in the greater Houston area, we encourage you to pick up your order in person. Not only is it a great way to save on shipping costs, but you will get to see our working studio behind the scenes. It is always fun to see how your items are made! If you selected pickup when you placed your order, you will be sent an email notification when it is ready for pickup.

Our business hours are:
Monday - Friday, 10am - 4pm (by appointment)

When your order is ready for pickup, you’ll receive an email notification. From there, we’ll schedule your pick up. We encourage you to plan to pick up your items early in the day opposed to late in the afternoon as Houston rush-hour traffic can become a problem. We close promptly at 4pm and are unable to accommodate requests for late pickups.

Planning for your pickup:
- Please ensure you come in a vehicle with enough room to comfortably fit your items.
- Items that are stacked/crammed in tight spaces may risk rubbing together and other damage.
- We are not responsible for any damage to items that have left our studio.

What to expect:
When clients visit to pick up their orders, they are excited to see them. We are so excited for you to see your items too! For this reason, we don’t fully, securely package your items for pickup until after you have arrived and have had the chance to see them. Once you have seen your items, our team securely packages them for you. This typically takes just a few minutes. If you are in a rush and prefer not to see your items, just let us know. We’ll immediately package them for you so you can be on your way. Upon picking up your items, you sign off that you have received them and they are free of any defects/damage.

What if I can’t or forgot to pick up my order in time for my event?
Planning your order pickup and ensuring it is picked up in time for your event is your responsibility. We are not able to open outside of our regularly scheduled business hours for customer pickups. If you are experiencing issues with picking up your order in time, we recommend contacting a professional Same-Day Courier service or a delivery service like Uber. We are unable to schedule a same-day delivery for you. We are not responsible for and will not offer refunds for orders that have not been picked up in time to meet customer deadlines.

I selected Pickup at checkout. Can I change the delivery method to have my order shipped?
Depending on where we are in your order timeline it may be possible to change your order from pickup to shipping. If your deadline is flexible, we can change your order delivery method to shipping. Just reach out to us at info@poststudioprojects.com. You will be given shipping options and will pay for shipping/handling/packaging. Once your payment is received, we will ship out your order. This option is not available for orders that are of a rush nature and are needed in under 5 days.

SHIPPING

We use trusted carriers with trackable shipping options for all of our orders. You will select the carrier, delivery options, and pay for shipping upon placing your order. Your items are carefully and securely packaged in preparation for shipping. Once your order leaves our hands and has shipped, it is under the care & control of the shipping carrier.

What if my order is late or lost?
Once your package has shipped, the order tracking and final delivery is unfortunately out of our control. We cannot guarantee delivery dates at this time. Please contact the carrier using your tracking number for assistance. If your order has not arrived within 20 days of the estimated delivery date please email us at info@poststudioprojects.com. We can file a claim on your behalf after 20 calendar days have passed.

I put the wrong shipping address on my order. What should I do?
Email us at info@poststudioprojects.com ASAP. If your order has not shipped, we are happy to update your shipping address. If your order has shipped, we are unable to make any changes to your order. Please contact the carrier for assistance – they may be able to reroute your package.

If your order is returned to our studio due to an incorrect address, we are happy to re-ship your order to an updated address. Customers are responsible for the cost of re-shipping the order.

What if my order arrives damaged?
We package orders with the utmost care and use packaging that has been tested to hold up and keep your items safe in shipping. However, things can happen through the shipping process. Ultimately, the shipping carrier is responsible for safe delivery of your items. It's stressful, but we're here to help you navigate filing a shipping claim for your order. All of our packages are insured for the full order value. If your order arrives damaged, please contact us at info@poststudioprojects.com immediately or within 48 hours of receiving your order.

We will need the following information to facilitate submitting your shipping claim:
- Photos of the damage to the item(s)
- Photos of the shipping packaging
- A written description of the damage
- IMPORTANT: All packaging material and damaged goods must be kept in their original form as received. The packaging and item(s) shipped must not be discarded until after the claim has processed. If you are unable to send photos of the damage and keep the items/packaging, we will not be able to help you through the claim process. The shipping insurance company will automatically decline your claim.
- The claims process for items valued over $100 takes anywhere from 20-60 days. Please keep this timing in mind.
- The claims process for items valued under $100 is typically 2-4 weeks.

My order was damaged in shipping and I’m in the claims process. How do I get replacement items?
We’re happy to recreate any items that were lost or damaged in shipping. Since you are in the midst of the claims process (awaiting reimbursement from the shipper), you will need to place a new order with us to have replacements made. If you need help or have questions about placing a new order, please reach out to us at info@poststudioprojects.com.