Order

Can I customize my order?

Yes! Many of our products can be personalized to your preferences, whether that’s adding names, dates, or special messages. If you have a unique request, feel free to reach out and we’ll do our best to accommodate.

How do I care for my item?

Care instructions vary depending on the product. For custom floral pieces, we recommend keeping them away from direct sunlight to prevent fading. For any specific care instructions related to your item, you can find details in the product description or feel free to ask!

How long does it take to receive my order?

Processing times vary depending on the complexity of the custom order, but most items are ready to ship within 5-7 business days. Once shipped, delivery times will depend on your location. You’ll receive a tracking number once your item is on its way.

Can I track my order?

Yes! Once your order is shipped, you’ll receive a confirmation email with a tracking number so you can monitor its delivery.

Do you offer gift wrapping or special packaging?

Absolutely! We offer complimentary gift wrapping on request. Just let us know when you place your order, and we’ll make sure your gift is beautifully wrapped and ready to be given.

What if I need my order rushed?

We offer a rush order service for an additional fee. If you need your custom gift by a certain date, please contact us prior to placing your order to ensure we can meet your deadline.

Can I cancel or change my order after it’s been placed?

Orders can be modified or canceled within 24 hours of placement. After that, the customization process begins and changes may not be possible. Contact us as soon as possible if you need to make adjustments.

Do you offer bulk or wholesale orders?

Yes, we do offer discounts for bulk orders or special requests for corporate gifts, events, or large occasions. Please reach out to us via our contact form for more information on bulk pricing and order timelines.

What should I do if I receive the wrong order or my item is damaged?

If there’s an issue with your order, please contact our customer service within 48 hours of receiving the item. We will work with you to resolve the issue by offering a replacement or refund.

Can I request custom color for the texts in the shadow box?

Yes, you can! We offer a variety of color options for the text in your shadow box. If you have a specific color in mind other than the design implicated, simply contact us via Instgram DMs or contact us directly via hello@shuyicrafts.com. We’ll do our best to accommodate your request and match your vision!

Can I request custom design bookmark not listed?

Yes, you can! We love creating custom designs to make your bookmark truly unique. If you have a specific idea or design in mind that’s not listed, feel free to reach out to us, and we’ll work with you to bring your vision to life!

Shipping

What are your shipping options?

We offer standard and express shipping options for both domestic and orders within Europe. Shipping costs and delivery times will be calculated at checkout. For detailed information, check our Shipping Policy.

Do you ship internationally?

Unfortunately we do not offer international shipping yet, but hope to soon offer this service. 

Can I change shipping address once order is placed?

Once an order is placed, you can request a change to the shipping address within 24 hours of your purchase. After that window, we begin processing your order and changes may not be possible. If you need to update your address, please contact our customer service team as soon as possible, and we will do our best to accommodate your request. However, once the item has shipped, the address cannot be changed.

How much does shipping cost?

Shipping costs depend on your location, the size of your order, and the selected shipping method. The exact shipping fee will be calculated at checkout before you finalize your purchase.

What should I do if I haven’t received my package?

If your package hasn’t arrived by the estimated delivery date, please first check the tracking information to see if there’s a delay. If you still have concerns, contact our customer service team, and we’ll assist in locating your order.

Can I schedule a specific delivery date for my order?

At this time, we do not offer scheduled delivery dates. However, you can choose expedited shipping at checkout if you need your order to arrive by a specific time.

Do I have to sign for my package upon delivery?

For higher-value items, we may require a signature upon delivery to ensure that your package is safely received. This will be noted in your shipping confirmation email if it applies to your order.

Other information

Are the shadow boxes handmade?

Yes, all of our shadow boxes are carefully handcrafted with attention to detail. Each piece is custom-made to order, ensuring that every box is unique and meets our high standards of quality.

Can I request a completely custom design outside of the available options?

Absolutely! If you have a specific vision or idea that isn’t covered by our existing customization options, please reach out to us directly. We love working on custom projects to bring your unique ideas to life.

Do you offer gift cards?

Yes, we offer digital gift cards that can be purchased on our website. These make a great gift for someone who would love to create their own custom piece.

What if I’m not satisfied with my order?

Customer satisfaction is very important to us. If for any reason you are not happy with your order, please contact our customer service team within 14 days of receiving the product. We will work with you to address any issues and offer a replacement or refund if necessary.

Do you offer any discounts or promotions?

We occasionally run promotions and offer discounts, especially during holidays or special events. Sign up for our newsletter or follow us on social media to stay updated on any upcoming offers.

How do I contact customer support?

You can reach our customer support team by emailing hello@shuyicrafts.com or by using the contact form on our website. We typically respond to inquiries within 24 hours during business days.

Can I include personal items in the shadow box, like tickets or jewelry?

Yes, you can send us your personal mementos, such as tickets, small jewelry, or other keepsakes, to include in your custom shadow box. Please contact us for more details on how to safely send your items.