FAQs

Frequently Asked Questions:

Thanks for shopping Gunner Rae! Below are some common questions we get, but if you have additional questions - please reach out! We’d love to help you out.  Please email us at: GunnerRaeMonograms@gmail.com

Current Processing Time: Our processing time is noted on our home page and updated weekly. Please note that processing times are subject to change, especially during high-volume periods such as holidays or promotional events. Processing time refers to the time required to complete and personalize your item(s) and does not include shipping time. Once your order is processed and handed off to the shipping carrier, we are not responsible for delays or variations in shipping times, including those caused by carrier issues, weather, or other unforeseen circumstances. We recommend placing your order as early as possible during peak seasons to allow ample time for both production and delivery. Please note, this does not include weekends or holidays. 

Our items (whether personalized or not) are not sitting on the shelf stocked.  Our small team orders, stages, prints, embroiders, presses, and packages each item here in our workshop!  This allows us to offer so much variety in our sizes, colors, and designs, but means that our processing time is not “next day delivery”. 

How should I wash my items? We want your item to last years and years!  We recommend washing everything in a cold cycle and hanging to dry. If speciality items have specific care instructions, we will include a “care for” card with your order. We are not responsible for damages from mis-washing, including shrinkage.

Can you make me something custom? Of course! Check out our Create Your Own Collection to find something you’ll love! If we don’t offer what you have in mind, reach out!

Do you offer bulk discounts and wholesale? Looking for some cute matching sweatshirts for your nursing class? Need new tees for your baseball team? Want to wholesale some of our products and carry them in your own store? Contact us about the possibility of bulk and wholesale discounts!

Can I cancel my order? Orders may be canceled within 24 hours of purchase. After this period, cancellations are not guaranteed and may not be honored. Due to the customized nature of our products—including the design, production process, and procurement of specific materials—each order is crafted to your unique specifications. Please note that certain items, such as "Ready to Ship" and sale items, are final sale and may not be eligible for cancellation even within the 24-hour window. We reserve the right to refuse or deny a cancellation request. Please check out our cancelation policy for additional details.

Can I change the address on my order? Please contact us ASAP if you realized you entered the wrong address.  Please provide the correct address when reaching out.  We will try our best to get this changed for you. 

Can I make a change to my order? Once an order is submitted, no changes can be made. However, we understand that mistakes can happen. If you notice an error, please contact us within 24 hours of placing your order, and we will do our best to assist you. While we cannot guarantee that changes can be made, we will make every reasonable effort to accommodate your request.

Can I pay for rush shipping?  We do not offer rush orders at this time. 

Can I pick up locally instead of paying for shipping? We do not currently offer local pick up options. You can find options for shopping in person at our retail store fronts and pop-up markets on our “Shop in Person” website page throughout Virginia.

Can I return my item if I don’t like how it fits? Because all of our items are made to order and custom, there are no returns or exchanges on our items.This includes products that are not personalized. We cannot accept an exchange and/or return if you ordered the wrong size, have a timeline that conflicts with our processing time, or you don't like the color thread you chose. You can read about our full refund and exchange policy on that portion of our website.

My order has a mistake, what do I do? If there is a mistake on our end, we will be glad to fix it for you! If we have made a mistake, please contact us ASAP via the Customer Service email with a picture of your issue. Your item will only be remade if you have contacted us within 3 days of receiving your item. Please note that we cannot offer remakes on items that have experienced normal wear and tear or have not been properly washed. We refuse the right to honor a refund or exchange, on case-by-case scenarios.

What happens if my order was lost in the mail or says delivered and I did not receive it? At Gunner Rae Monograms, all shipments include tracking with delivery confirmation. Once your order leaves our facility, we have access to the same tracking information as you.

If your tracking status shows “delivered” but you have not received your package, we recommend the following steps:

  • Wait at least 24 hours after the marked delivery time, as carriers may scan packages early.

  • Check with neighbors, household members, or others who may have accepted the delivery on your behalf.

  • Contact your local post office for assistance.

  • Reach out to USPS Customer Service at 1-800-275-8777 or visit www.usps.com/help to initiate an investigation.

Please note that Gunner Rae Monograms is not responsible for lost or stolen packages once tracking confirms delivery to the address provided at checkout. We are unable to issue refunds or replacements for orders marked as delivered by the shipping carrier.

As a small business, we truly value your support and do our best to assist where possible, but we appreciate your understanding that certain delivery issues are outside of our control.

More questions? Contact us at GunnerRaeMonograms@gmail.com