Frequently Asked Questions

Before sending a return, please contact us at thecrew@storypeople.com or 1.866.564.4552, so we can be sure to watch for your package.

Return shipping fees for exchanges and returns are the responsibility of the purchaser, except in cases where we’ve shipped the wrong item or something arrives damaged. If this occurs, StoryPeople will pay return fees, but please contact us before shipping the item back, so we can provide you with a return shipping label.

Provided the returned item arrives intact and in re-sellable condition, we’ll proceed with your exchange or refund. If the item is returned after 60 days, does not include the shipping confirmation email or invoice, or is returned damaged because it was shipped incorrectly due to customer error, it may not be possible to refund your purchase. We recommend that you return items in their original packaging to help ensure their safety. Please do not return items in a padded envelope or bubble mailer, as these usually get damaged in shipping, which means we may need to refuse a refund (and that just isn’t fun for anyone).

For exchanges, we’ll need to know the payment method you’d like to use for the shipping of the replacement item. If you’d like to help expedite the process, you could enclose a note to let us know how you want to take care of that.

For refunds, we’ll credit the card or online payment method that was originally used.

Orders usually ship the next business day after they are received. During holiday times, shipping may be delayed up to 1-3 business days after the order is placed. 

If a product is pre-ordered, you can expect it to ship on the release date listed on the product's description page.

This depends on the shipping method you choose. Most shipping methods have the shipping time listed on the checkout page. Items shipped by USPS Ground Advantage generally arrive within 3 to 5 business days and Priority Mail in 2 to 4 business days. UPS Ground usually takes 2 to 4 business days.

International shipments usually arrive within 6 to 10 days, but may sometimes be delayed due to customs processing. Of course, all shipping times may differ depending on when you order, the size of your package, and how far your package has to travel.

During holiday seasons, shipping may be delayed, due to the extremely high volume of packages. If you order something for the winter holiday season, we recommend ordering as early as possible to receive it by the holidays.

We offer free standard shipping on all orders over $150 going to the lower 48 states. The shipping method we use for free shipping will most likely be USPS, with some exceptions going UPS. If you need a particular carrier for your address, please make note of it in the ORDER SPECIAL INSTRUCTIONS box on the slide out cart on the right side of your screen or email us at thecrew@storypeople.com or call 1.866.564.4552.

For orders under $150, you may choose the shipping carrier you would like with varying prices. Our real-time rate calculator figures the shipping cost based on the weight of the items in the package, the desired shipping speed, which carrier is being used, and where the package is going.

The cost of international shipping may not include import taxes and tariffs. If there are any additional costs, they are the responsibility of the purchaser. Please note, in many countries, if your order is a gift, it will ship tax and tariff free.

Once we ship your package, you will automatically receive an email with your tracking information included. If you ever have any concerns or don’t seem to be getting the emails, we suggest you check your spam folder first. If you still don't see it, please contact us and we will send you the tracking information.

Of course! If you have any questions or need help placing an order, please call us during business hours at 1.866.564.4552 and we will be quite happy to help.

Of course! You will find a check box on each product page (excluding greeting cards and wood products) that says “Gift Wrap this item?”. And once you check the box, a bigger box will appear under it for you to write what you would like your handwritten gift note to say.

If you would like a gift note without the gift wrap, simply leave us a note in the “ORDER SPECIAL INSTRUCTIONS” box on the bottom of the cart slide out on the right side of your screen (before checkout). This is the spot to let us know what you would like your gift note to say, and any other important details we should know about your order.

To edit or cancel an order, send an email to thecrew@storypeople.com or call us during regular business hours at 1.866.564.4552 and we’ll take care of your request right away.

You don’t need a password to check out and complete a purchase. As long as you enter the email address associated with your account, you’ll still get your notifications and the item(s) will appear in your purchase history.

To reset your password, click the "Forgot Password?" link on the login page. If you need help with this process, please contact us at thecrew@storypeople.com or call us at 1.866.564.4552, and we can send you a link to reset your password.

To change the email address associated with your customer account, send an email to thecrew@storypeople.com or call us at 1.866.564.4552, and we can change it for you.

Click here to sign up for our daily mailing list.

If you need help signing up, send us an email at thecrew@storypeople.com or call us at 1.866.564.4552 and we can get you signed up right away.

To unsubscribe, our emails always have an “unsubscribe” text link at the very bottom. Just click that, follow any instructions that appear, and you’ll be off the list. If you need help with this process, feel free to email us at thecrew@storypeople.com or call us at 1.866.564.4552 and we can remove you from the mailing list.

The eCommerce side of our web operations is hosted by Shopify, which means industrial-strength protection with SSL-encryption and site certificate verification. That means your credit card information and your personal info that you want to keep personal is safe. We think it’s a big deal to keep your stuff private, and regularly take measures to make sure it stays that way.

If you want to learn more, check out our Privacy Policy here.