FAQ

How much are your monogramming and engraving fees? 
All personalization is included in the price!

Do you monogram personal items from customers?
Currently we are concentrating on bringing you the best service possible with our own product line so we do not monogram personal items.

How much is shipping? 
Shipping costs are higher the closer to Christmas solely based on the rates from the USPS, UPS and Fed Ex. We use the least expensive yet reliable shipping source to get your products to you. Your rate depends on several dynamics and is normally anywhere from $3.90 - 11.90. Click HERE to see our rates. Please email us if you have any questions. We currently ship anywhere in the continental United States.  If you are local, please see next question.

If I am local, may I pick-up my items and not be charged for shipping?
Yes. You have the option of choosing Local Pickup-Free Shipping at checkout. Choosing this option does mean that you agree to pick up your items from us.  We will email you instructions to pick up as soon as the items are ready. Please understand that if you do need us to ship your items after you choose Local Pickup-Free Shipping, you must contact us to send you an invoice to pay for the shipping charges before you will receive your items.

How long does it take to get my order?
Most items are shipped within 1-2 weeks, but usually sooner! We are especially busy during the holidays and special times of year (such as Christmas, Valentine's Day, Mother's Day and Graduation time). Our shipping times may vary during this peak time and can exceed the 3 week delivery time. Please see Rush Service below if you need an item faster or contact us to see what the turn-around time is currently.  We may be able to get your order to you in one week without Rush Services.

Do you offer a Rush Service?
If you need your item rushed, we will make every effort to accommodate your needs. PLEASE email us PRIOR to ordering to work out RUSH orders. There may be an additional RUSH charge applied. Refunds will not be issued if an order is placed and RUSH order has not been granted prior to the order. Additionally, we cannot guarantee delivery once the package has left our facility and is in the hands of the shipping method. If your package does not arrive and has been overnighted, we will only refund the cost of the shipping, not the products. We are especially busy during the holidays and special times of year (such as Valentine's Day, Mother's Day and Graduation time). Our shipping times may vary during this peak time and can exceed the 3 week delivery time.

What is your Refund Policy?
Our desire is for you to love your purchases. Our products are custom made for you. Unfortunately, we cannot accept any returns on our items if we have fulfilled your order to your specifications. Please contact us PRIOR to ordering if you have any questions about an item(s). If we made an error on your item, we will happily replace it as quickly as possible. If this has happened, you must contact us within 20 days of the shipment date.

What is your Privacy Policy?
Your privacy is important to us. Kellyosteen.com uses Paypal to process payments. We believe Paypal is the safest and most secure way to pay online. Kellyosteen.com uses Mail Chimp to send out correspondence about new items, Monthly Special, coupon codes and private sales. Kellyosteen.com does not share your information with any other companies. At checkout, you have the option to opt out of receiving our occasional email notifications of new items, Monthly Special and private sales only offered to customers on the mailing list.

How do we ask you a question that is not covered in the FAQ?
Please feel free to contact us with any questions you may have at kelly@kellyosteen.com or call us at 803-238-2888. Email works best and is our preferred method of communication. Please allow 24 hours for us to reply. If applicable, please provide your transaction number in your email as well as a return phone number. If you do not hear back from us in 24 hours, please try again. Sometimes emails do get lost in cyberspace!


How do I use my SFES Discount Card?
Please contact us for your unique Discount Code. This Discount Code will be yours to use throughout the year. The discount is for your entire purchase on regular, sale and clearance-priced items. Only one Discount Code may be used at a time. No other Discount Code can be combined with your Discount Code. If you misplace your unique Discount Code, simply contact us and we will be happy to look it up for you.