We’re Here to Help.
100% customer satisfaction is paramount. Whether you have a question about a specific product, or you are looking for detailed information about your order, we are here to help.
Holiday Lead Times
Please be advised that many of our products are made-to-order. As a result, for orders placed after November 15th we cannot guarantee holiday delivery on all items. Please contact us for specific product availability and lead times.
What Is Your Return Policy?
We really care that you are satisfied. If we make a mistake, we will move the Himalayas to get it right. If your product arrives damaged, please SAVE THE PACKAGING and contact us by email immediately upon receipt at firstname.lastname@example.org.
We are visual people, so attaching photos of the damage really helps us know what the next step should be. In many cases, returning the item to us is not the best solution. If it is determined that the damage is on our part, we will gladly replace your product at no cost to you.
If there is a spelling error, we will check the info you provided and if the mistake was on our part, we will make sure to ship you a corrected one at no cost to you. We will pay for shipping to send the product back to us if necessary.
Please remember that all of our artwork is custom made to your specifications, therefore artwork is not eligible for returns, refunds or exchanges unless defective.
How Do I Do An Exchange?
We want you to love doing business with On Tahoe Time! While we do not have an automated online exchange process, if you wish to exchange an item please contact us via e-mail at email@example.com. If you are willing to pay a 20% restocking fee (plus the cost of shipping the item back to us), we may be able to exchange your item if it is something we can easily resell. You will be responsible for paying shipping back to you for new item.
Please note that customized products are not eligible for exchange.
What is your Lead Time?
Art is created, not stocked…therefore, we need a little time to create these one of a kind keepsakes. What is a little? Usually between 1-3 weeks during normal times and 2-4 weeks during Holiday times, depending on the manufacturer and how much customization is involved.
If this is not fast enough, please notate that when ordering and we will do our best to prioritize your order however additional rush fees may apply. Also, please choose a faster shipping method if your item is needed sooner.
Helpful Hints with Personalizing our Products.
PLEASE DOUBLE CHECK YOUR SPELLING at the time of checkout. Look over it CAREFULLY before submitting your order.
Adding your name to customized pieces:
1) If your name ends in S, do not add an apostrophe. Instead add an ES
i.e. MORRISES FAMILY LODGE
2) If your name ends in a Y, do not add IES. Instead, simply add an S.
i.e. Greeting from the DOWNEYS
3) If you add an apostrophy to your last name, it makes it possessive.
i.e. TAYLOR’S LODGE or PERKIN’S PEAK
We take great pride in choosing the right font to match the integrity of the artwork you are customizing. Therefore, you will receive your artwork in the same fonts shown on the website to avoid additional fees.
We love assisting you to make your artwork unique and one of a kind. Therefore, we allow most wording to be customized to your specifications. We encourage you to dig deep, get specific and include sentimental details (keep it PG13 please). Although we cannot adjust the artwork itself or font types, look for our THINK IT CREATE IT icons to help jump start the imagination.
Still need help after reading our FAQs?
Customer Service Hours:
Daily 10:00am to 4:00pm (PST)
Send us an email.