When will my order ship?
We generally process orders within one to three business days (Monday through Friday).
Where is the tracking number for my package?
Tracking emails are automatically sent when your order ships. If you do not receive your tracking email, please check your SPAM folder as they often end up there. HELP!
My package arrived damaged. Now what?
We’re so sorry your package arrived damaged. Please email firstname.lastname@example.org with your order number, a description of the damage, and a photo or two if possible. We will contact you regarding your options. Don’t worry- we will get it figured out!
How do I return an item that was purchased on your website?
We are sorry you were unhappy with your purchase. Items which are unused, unopened and in their original packaging may be returned for a refund. Shipping charges are non-refundable- only product cost will be refunded. Please email email@example.com with your order number and an explanation of what is to be returned. Customers are responsible for the shipping costs of returning their items to our Utah warehouse. Please click HERE to review our complete policy.
When will I receive the kit for my online class?
Class kits are mailed out approximately 2 weeks before the class date. If you have signed up for multiple classes, kits are often shipped independently. If you order additional merchandise from our website it will ship separately from your kit one to three business days from when the order was placed. Click HERE to review our complete online class policies info page.
Can I redeem a gift card that was purchased online in your Pearl Street shop or vice versa?
Unfortunately the answer is no. Gift cards purchased online are redeemable online only. Those purchased in-store are for in-store use only. If you would like to purchase a gift card to be used in our shop, please give us a call. We’re happy to send a paper gift certificate to the recipient at no additional charge.
If I place an order over the phone in your Pearl Street shop will the same shipping rates apply that are offered on your website?
Shipping rates in our Pearl Street store are based on the actual size and weight of the items purchased. If you would like to take advantage of our shipping offer online you will need to shop on our website.
May I use the discount code I received for signing up for your email list in your shop on Pearl Street?
Sorry, online discount codes are for use only on our website.
Is everything you sell in your shop on Pearl Street sold online?
Unfortunately not everything we carry in our retail store is available on our website. We continue to expand our merchandise on a weekly basis. Click HERE to view our new arrivals. Not finding what you are looking for? Please call the shop to place a phone order.
My package was returned to your warehouse. What do I do?
Contact us at firstname.lastname@example.org with your order number. We will investigate. Usually this is due to an improperly entered shipping address when the order was placed. Additional shipping charges will apply to reship your order.
Where do you ship from?
We now ship from our new warehouse located in beautiful Moab, Utah.
Why is “local pick-up” no longer available for online orders?
Since our warehouse is now located in Moab, UT we had to discontinue “local pick-up” as an option on our website. Please give us a call to place a phone order and we’ll have it ready for you to pick-up in our shop.