Custom Letters

 SHIPPING

How long does delivery take?

• All orders are custom made, just for you. Please see the item's notes for details about production time. Generally, most orders are produced and shipped within 2-7 business days.
• By default, all orders are shipped via UPS ground which can take anywhere from 2-10 business days to arrive at your door. 

How do I track my order?

• You will receive an email with tracking information once your order is shipped.

Do you ship internationally?

• Yes. Simply select "international shipping" at checkout and leave your shipping address in the comments and we will be in contact with a shipping rate.
• You may be required to pay customs and import duties upon arrival of the goods into your country. Rudie Lee is not responsible for any taxes or duties the customs office may charge you to release your order from customs though we are happy to arrange prepayment of duties and taxes for a more seamless experience.
• Returned goods due to non-payment of duties and taxes are not eligible for a refund.

Will I have to sign for my delivery?

• By default, UPS ground you will not need someone present to sign for delivery.
• For oversized freight shipments a recipient must be available. A freight shipment representative will reach out via phone to arrange a delivery time.

Where does 'free shipping' apply to?

• Free ground shipping applies to the contiguous United States. 

RUSH SERVICES / CANCELLATION / DAMAGE

Do you offer rush production and rush shipping options?

• Absolutely. Shoot us an email at hello@rudielee.com or chat with our team using online our online chat feature for more information.

Can I cancel my order?

• You are able to cancel your order within 1 hour of purchase. If you would like to cancel your order, please contact us immediately at hello@rudielee.com with your cancellation request and order number.

What if my order is damaged or the wrong item is received?

• We will take care of it! Please keep all original packaging and contents and email us at hello@rudielee.com with 3-4 large, well lit photos of the item and packaging.  

5 YEAR WARRANTY

Rudie Lee offers a 5 year guarantee against manufacturing and material defects for items purchased directly from rudielee.com

• Rudie Lee uses archival quality inks and materials guaranteed to last 5 years or more when installed and maintained following our product care guidelines
• If your piece shows fading, you may be eligible for a replacement

To submit a claim, be sure to provide:

• Photos of the entire front and back of item
• Clear photos of where the piece was installed
• Proof of purchase
• If your claim is approved, you will receive the same replacement product at the discretion of Rudie Lee
• Note: modified products, or claims for scratches and yellowing are ineligible. Rudie Lee pieces should only be wiped with a microfiber cloth and Windex or ammonia products must be avoided as they cause yellowing. 
• All Rudie Lee warranty decisions are final
• By submitting a warranty claim you agree to these terms

 RETURN POLICY

What is our returns policy?

• Rudie Lee pieces are custom made, just for you.
• Should you decide to return you order, your refund will be issued in the form of store credit and the cost of shipping to you will be subtracted from your store credit (ranges from $15.00 USD to $199.00 USD and can be found here).
• We imagine a future without over-production and environmentally devastating waste by not holding inventory. We don't build inventory into our up front pricing, therefore offering you the lowest pricing possible for custom, made-to-order goods. Our participation in made-to-order processing will help us reduce the impact of excess stock on the environment.
• Return shipping will not be covered by Rudie Lee.
• Returns must be completed within 15 days of delivery. Please note that any item(s) returned must be in new, undamaged and re-sellable condition with original packaging materials and contents. It is Rudie Lee's right to reject used goods.
• Rush orders are final sale
• Store credit refunds are issued within 5-7 business days
• Custom design orders (noted in product description) are final sale.
• International orders are final sale.

How do I return an item?

• Please request a return authorization number by emailing us at hello@rudielee.com with your order number.
• We will not accept returns without a return authorization number
• We will provide further instructions on where to send your return via email.

What is store credit and how do I use my store credit?

• A store credit is a dollar amount that is available to you for you to use towards a future purchase through rudielee.com.
• Please note that store credit cannot be transferred to another person or account and may not be purchased.

 PRODUCT CARE

How should I take care of my Rudie Lee pieces?

• Have a look at our product care page for guidance