Refund policy

Returns, Refunds & Cancellations

All Sales Are Final

Because of the nature of our products — many of which are food-adjacent (straws, napkins, treat toppers, and other items intended for use with food and drink) and personalized or made-to-order — we are unable to accept returns, exchanges, or refunds once an order has been placed and processing has begun. This applies to both ready-made and custom items.

We take pride in the quality of everything we make, and we want you to love your order. If something isn't right, please don't hesitate to reach out — see "Problems With Your Order" below.

Cancellations

We know plans change! If you need to cancel an order, please contact us as soon as possible:

  • Standard (non-personalized) orders may be canceled within 3 hours of purchase. Because we begin preparing most orders the same day they're placed, we generally can't accommodate cancellations after this window.
  • Custom or personalized orders may be canceled within 24 hours of purchase, before personalization work begins.

To request a cancellation, message us at orders@citruscrafthouse.com with your order number as soon as possible. We'll do our best to accommodate requests outside these windows if production hasn't started yet, but we can't guarantee it.

Problems With Your Order

While we can't offer returns or refunds, your satisfaction still matters to us. If your order arrives damaged, incorrect, or incomplete, please contact us within 7 days of delivery with:

  • Your order number
  • A photo of the item(s) in question
  • A brief description of the issue

We'll work with you to make it right — handled on a case-by-case basis.

Personalization Errors

Please double-check all names, dates, and custom text carefully before submitting your order — personalization is printed exactly as entered at checkout. If we make an error on our end (i.e., your order doesn't match what you submitted), we will happily correct it at no charge. We are not able to offer refunds or remakes for errors in the information provided by the customer.

Questions?

We're happy to help before you order, too! If you're unsure about sizing, colors, or personalization options, message us anytime at info@citruscrafthouse.com.