Help Center

Find answers to common questions about orders, shipping, tracking, cancellations, returns, products, and customer accounts.

For immediate assistance, use one of the options below.

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Ordering and Payment

What payment methods do you accept?

Available payment methods are displayed during checkout. Payment must be successfully authorized before an order can be processed.

Do not send payment-card information through email, chat, or the contact form.

Can I change or cancel my order?

You may request cancellation within one hour after placing your order.

Cancellation is not guaranteed because fulfillment processing may begin quickly. Submit your request through your Festively customer account or contact us immediately.

If fulfillment has already started or the order has shipped, the order may need to be handled through the normal return process after delivery.

Can I change my shipping address?

Contact us within one hour after placing your order.

Address changes are not guaranteed after fulfillment processing begins. Customers are responsible for reviewing their shipping address before completing checkout.

Why was my order canceled?

An order may be canceled because of:

  • Product or variant unavailability
  • Payment authorization failure
  • An unsupported shipping destination
  • Incorrect or incomplete order information
  • Suspected fraud
  • A pricing, inventory, or listing error
  • An inability to fulfill the order under the represented terms

If payment was captured for a canceled order, the applicable amount will be refunded to the original payment method.

Shipping and Delivery

Where does Festively ship?

Festively currently ships to:

  • The 48 contiguous United States
  • Washington, D.C.

We do not currently ship to:

  • Alaska
  • Hawaii
  • U.S. territories
  • APO, FPO, or DPO military addresses
  • International destinations

How much is shipping?

Festively provides free tracked standard shipping on eligible orders within our supported shipping area.

There is no minimum purchase requirement for standard free shipping.

How long does delivery take?

Our standard estimated delivery period is 5–12 business days from the date the order is placed:

  • Processing: approximately 1–3 business days
  • Carrier transit after dispatch: approximately 4–9 business days

Business days are Monday through Friday, excluding applicable U.S. federal holidays.

Delivery estimates are not guaranteed arrival dates. Product-specific delivery information controls if a product displays a different estimate.

How do I track my order?

Use our tracking page:

Track Your Order

Enter your order number and the email address or phone number used during checkout.

Tracking may take 24–48 hours after shipment to begin displaying carrier activity.

Why has my tracking not updated?

Tracking may pause while a package:

  • Moves between carrier facilities
  • Transfers to a local delivery carrier
  • Clears customs
  • Waits for the next carrier scan

Contact us if tracking has not begun within 48 hours after shipment or has not updated for several business days.

Will my order arrive in more than one package?

Possibly.

Products may be fulfilled from different facilities, so one order may have:

  • Multiple packages
  • Separate tracking numbers
  • Different delivery dates

You will not be charged additional shipping solely because an order is divided into multiple shipments.

What should I do if tracking shows delivered but I cannot find the package?

First:

  1. Confirm the shipping address on your order.
  2. Check all entrances, mail areas, parcel lockers, and secure locations.
  3. Ask household members, neighbors, or building staff.
  4. Allow up to 24 hours because some carriers mark packages delivered before final placement.
  5. Contact the carrier using the tracking number.

If the package remains missing, contact Festively with your order number.

Returns, Refunds, and Order Problems

What is your return policy?

Eligible return requests may be submitted within 30 days after delivery.

Items generally must be unused, in their original condition, and include the original packaging, accessories, and included components.

Return authorization is required before sending anything back.

Review the complete Refund Policy before submitting a request.

How do I request a return?

Visit:

https://festively.shop/pages/request-a-return

You can sign in to your Festively customer account to view eligible orders and submit a request.

Do not mail products to Festively’s business address unless we have provided written authorization and confirmed the correct return address.

Who pays for return shipping?

Customers are generally responsible for return shipping on preference-based returns, such as changing their mind or selecting the wrong size, color, or style.

Approved damaged, defective, or incorrect-item claims are reviewed separately.

What if my product arrives damaged, defective, or incorrect?

Contact us within seven days after delivery.

Include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the packaging and shipping label when relevant

Keep the product and packaging until we have reviewed the request.

When will I receive my refund?

Approved refunds are issued to the original payment method.

Your bank or payment provider may require additional time to post the refund after it has been issued.

Product Information

Will the product color look exactly like the photograph?

We work to present product colors accurately, but appearance may vary because of:

  • Screen and display settings
  • Lighting
  • Photography
  • Manufacturing tolerances
  • The selected size or variant

Review all product images, dimensions, specifications, and variant information before ordering.

Are all items shown in lifestyle photographs included?

Not necessarily.

Lifestyle photographs may contain furniture, decorative objects, plants, tableware, or other styling accessories that are not included.

The product title, description, variant selection, specifications, and “What’s included” section determine what you will receive.

How do I choose the correct size or variant?

Review the dimensions and variant labels on the product page before purchasing.

When measurements are provided, compare them with the intended space using a ruler or measuring tape. Contact us before ordering if you need clarification.

Customer Accounts

How do I access my account?

Visit:

Festively uses passwordless customer accounts. Enter your email address and follow the verification instructions sent to you.

What can I do through my account?

Depending on order eligibility, you may be able to:

  • Review order history
  • View order status
  • Access shipment information
  • Submit a return request
  • Submit a cancellation request within the allowed period
  • Update account information

Contact Festively

Still need help?

Email: hello@festively.shop
Phone: (717) 268-9444

Support hours:
Monday through Friday
9:00 a.m. to 5:00 p.m. Eastern Time

We generally respond within 1–3 business days.

For order assistance, include your order number and the email address used during checkout.

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