Frequently Asked Questions
Customer Service Questions
I messaged you on Instagram or Facebook and emailed you about my order and I have not received a response, how do I get information about my order?
I do not and will not respond to Instagram DMs or Facebook messages or emails about orders. It is impossible for me to connect your social media name with your order. My social media messages get inundated very quickly and many emails get sent to spam. You may contact me via my website chat feature. There, all your orders are connected to your account, I can quickly and easily access information automatically. You can contact me In the bottom left can corner of my website 💬.
Shipping Questions
How long does it take for my items to ship?
PLEASE REFER TO THE SHIPPING TIME ESTIMATES IN THE DESCRIPTION OF THE ITEM YOU ORDERED. Orders take 10-21 business days to ship depending on the item you ordered. This time does not include the day you order, weekends, holidays, or actual transit times. If your order was placed on the weekend, the shipping time estimate days DO NOT start until the next closest business day. Since I am the only one on my team, I need that time to make sure that orders are made to standard and are correct. Once the package leaves my house, I CANNOT control how long the shipping services take.
Why is there a handling fee for my international shipping?
The handling fee is added for the additional fees of international payments and conversion rates that are charged to my shop in order to offer shopping to my international customers and is not something that can be waived.
My package says it has arrived but it is not here, what do I do?
You will have to contact USPS and speak to the Post Master or your Mail Carrier. I CANNOT do anything about a package that can't be found BUT 9/10 times when this happens, someone from your house has already taken the package inside your house, the mail carrier placed it in a weird spot so it's safe, or it may have been accidentally dropped in a neighbors box. Please check those three options before contacting USPS.
My shipping information was incorrect and the package was sent back to you, how do I get it reshipped to the correct address?
Any shipping issues or return to sender packages based on customer shipping input errors will be reshipped at the customer’s expense. If you notice there is an error on your shipping address notify me immediately HERE and I can correct it. After it has shipped you will be required to have it reshipped at your expense and the order CANNOT be canceled.
My package never arrived, what do I do?
When you placed your order you have the option insured or uninsured shipping. Uninsured shipping DOES NOT come with insurance and if your package is as lost, damaged, or had broken or missing pieces it WILL NOT be covered by Teach Over the Rainbow. I recommend selecting insured shipping. Insured shipping comes with up to $1000 insurance. If your package was lost, damaged, or had broken or missing pieces for domestic package insurance claims click HERE for international package insurance claims click HERE.
I made an error on my shipping address when I placed my order, how do I correct it?
Use the Contact Me HERE, and I can change the shipping address for you if the shipping label has not already been purchased. DO NOT Facebook or Instagram message me. Those messages get overrun very quickly and I CANNOT match your order name with your social media name or Instagram handle. Do not email me as many unknown email are sent to spam.
How do I know if my package was shipped?
Use the tracking number in the shipping confirmation email that was sent to you via email. You may need to check your junk or spam mail.
My tracking number shows that it hasn't moved or been updated, how come?
If you check your tracking number and it shows that it hasn't moved or doesn't have a delivery date that is because the label has been purchased and it is either here with me waiting to be made and packaged or it hasn't been scanned at the post office.
My order was damaged during delivery, what do I do?
When you placed your order you have the option for First Class Shipping or Priority Shipping. First Class Shipping DOES NOT come with insurance and if your package is as lost, damaged, or had broken or missing pieces it WILL NOT be covered by Teach Over the Rainbow. I recommend selecting Priority Shipping. Priority Shipping comes with up to $50 insurance. If your package was lost, damaged, or had broken or missing pieces for domestic package insurance claims click HERE for international package insurance claims click HERE.
It's been over the estimated shipping time and my package still doesn't show that it has moved, been scanned, or still has not arrived what do I do?
You will need to contact USPS for more information. I CANNOT get any more information than you can with your tracking number. USPS is the only person that can give you more in-depth updated information. Once it leaves my possession, I have not control over what happens. PLEASE NOTE: During the holiday season some packages NEVER get scanned, or take longer than expected. This is nothing I can control.
I placed an international order, do they require customs payment, and if so, who pays that?
I have no way of knowing if they collect customs. Buyers are responsible for any customs and import taxes that may apply. Teach Over the Rainbow is not responsible for delays due to customs.
I am trying to find out information on my order and tracking number, where can I find this?
When you place an order you are sent an email with your order number, you are sent a second email when a shipping label is created, and then a final email when your package has shipped, in transit, or out for delivery. You can also log into your account on my website HERE to get all that information. Please check your spam/junk folder as emails sometimes get sent there. On the rare occasion that you typed in your email wrong and you can't log into your account you can contact me HERE and I can help you get logged back in.
My tracking number says, “Shipping Label Created, USPS Awaiting Item” what does this mean?
This means that I have created a shipping label for your package, but your item is either still here with me or USPS has picked up your package but hasn’t scanned your package yet. Unfortunately I can’t control when they scan your package.
Order Questions
I placed an order, but then found something else and placed another order, can you combine the orders so that I can save on shipping?
I CANNOT combine multiple orders. Shipping is based on weight and adding to your order will increase the cost of the label so combining orders CANNOT be done.
I want to cancel my order, can I do that?
Changes or cancellations to your order CANNOT be made once the order is placed. Many of the items are custom made and CANNOT be sold to another customer.
I have a discount code and forgot to use it during check out, can you add it for me?
Once you check out I CANNOT add the discount code.
I placed an order for stickers under the “Crafter’s Collection” but never received my order, how do I get it?
If you placed an order for stickers under the “Crafter’s Collection” it specifically states in the description “This is NOT a physical product this is a digital download.” After you placed your order and checkout, it allows you to download you digital download. You will also be emailed a link to download your digital item. Check your spam or junk folder.
I placed an order for digital stickers under the “Crafter’s Collection” how to a access them?
After you placed your order and checkout, it allows you to download you digital download. You will also be emailed a link to download your digital item. Check your spam or junk folder.
I placed an order for digital stickers under the “Crafter’s Collection” how do I download and print them?
In order to be able to download and print this correctly, you must have Adobe Acrobat. You can download it for free HERE.
To print without issues or black boxes around the stickers you must FULLY download the resource, SAVE it onto your computer, and then OPEN it with adobe. Once saved you may need to right-click, select “open with” then select “adobe acrobat”
Launch & Restock Questions
You sell out so fast, how can I make sure I don't miss out?
These items are hand-made by only me, many of the items are launched and stocked with limited inventory. If you really want an item, I suggest you create an account ahead of time HERE. On the day of the launch or restock be logged in my shop on the product page. At 6pm CST, refresh the page, add the item to your cart, and go straight to check out. If you wait an hour or until the next day to order you will likely miss out.
An item I want is out of stock, when will it become available?
Please view the Launch & Restock Calendar click HERE. These dates are tentative and subject to change. If there is an item that you would like that is not on the calendar, it means a date for that item has not been set and no additional information is available at this time. I always announce launch and restock dates on my social media accounts at least 1-2 weeks in advance. All launches and restocks are on Sundays at 6pm CST.
Miscellaneous Questions
I ordered an item but I do not like the font, what can I do?
Fonts cannot be changed, the font that is on the digital mock up is the font that will come on your item.
Do you make custom lanyards?
Unfortunately, I do not take custom orders for lanyards. Since I create each lanyard by hand, I create and make them in bulk.
I want a stainless steel tumbler but you do not offer it? How can I get you to add it to your selection?
About once month I have a suggestion/request box on Instagram where I take requests from customers. Add what tumblers your would like to see and I do my best to get everyone's requests made.
Can I change the font and color for a personalized tumbler?
No, during the creative process I try and use a font and color that is aesthetically pleasing. Changing fonts and colors would delay the time and process to get your item out as fast as possible.
Can I choose my font on my personalized item?
Some personalized items have the option to choose between a few fonts. If the option to choose is not available, as the artist, I choose a font that best fits the style and space available for the name. The font may be different from the mock up or sample that is pictured in the product photo, and is subject to change without notice.