Shipping

What method of shipping do you use?

In the United States & Canada we ship via USPS or UPS. Customers may request which shipping service they prefer. Most large shipments will be delivered by UPS.

International carriers vary.

Occasionally we will have orders shipped directly from the manufacturer to save extra sipping time.

Is rush shipping available?

Rush shipping is available on most items. Out of stock and/or custom items may not be shipped with an expedited shipping method. To choose rush shipping, proceed through checkout and when presented with shipping options, click the UPS tab and select an appropriate shipping method.

Where is my order?

Before emailing us to check on the status of an order (occasionally, this actually slows down shipping as we're pulled away from shipping to give updates or have to interrupt the manufacturing process to get a status report) please refer to your emailed order confirmation or, if you created an account, log in and view your order and check product descriptions for estimate production time. If you only paid one shipping charge but ordered both custom and non custom items, your order will be held until it can ship complete.

If checking product descriptions does not answer your question, feel free to send us an email at jeanette@luckypony.com. For the fastest response please include your full name, phone number, order number, and most importantly the name of the product you ordered and we'll be happy to provide a status update!

My package never arrived

Unfortunately packages can get delayed by the carrier, especially during the Holidays. When we fulfill the order and hand it over to the carrier, a confirmation of shipment along with a tracking number is provided via email to the customer. We cannot be held liable for lost or stolen packages, nor will we be expected to replace or refund any lost orders. It is the customers responsibility to contact their local Postmaster to investigate missing packages. If packages are returned to us due to unknown or undeliverable addresses, he customer may request to have it re-shipped at their expense. We will not automatically reship or pay the additional cost to ship.