Shipping & delivery
Shipping Policy
When your order leaves us, how long it takes to reach you, what it costs, and what happens if something goes wrong.
In short: standard shipping is free to the US and most countries we ship to. Most orders leave us within 1 to 4 business days, or 2 to 5 when personalized. US orders typically arrive 9 to 17 days after you order. Every order is tracked.
Updated October 8, 2026 · Duties and tax · Damaged, lost or late · Questions
- Freestandard shipping to the US and most countries we ship to
- 1–4business days for most orders to leave us
- 9–17calendar days to a typical US delivery, from your order
- Trackedevery order, with a tracking number by email
Order to door
What happens after you order
The same five steps you see on the order tracking page.
-
Placed
Your confirmation email arrives with your order number.
-
Prepared
Personalized pieces usually take 2 to 5 business days, while your initials are hot-stamped in gold.
-
Shipped
We email you the tracking number. Orders with several pieces sometimes ship in two packages, each tracked.
-
On its way
USPS delivers most US packages. Quiet days between scans are normal.
-
Delivered
Counted from your order; personalized pieces 10 to 20. If anything is wrong, see damaged, lost or late.
Follow each step on the order tracking page.
Times and costs
Shipping times and costs by destination
What standard shipping costs and how long it usually takes. Any paid option for your country is shown, with its price, at checkout.
Checked October 8, 2026
| Destination | Standard shipping | Typical delivery | Duties and import tax |
|---|---|---|---|
| United States | Free | 9–17 days from order; personalized 10–20 | Nothing collected on delivery |
| European Union | Free to the EU countries we ship to | Estimate on your tracking page | Import VAT and duty paid by GENTCREATE |
| UK, Canada, Australia | Free | Estimate on your tracking page | Set by local customs; may be charged on arrival |
| Argentina, Chile, Paraguay, Uruguay | $9.49 | Estimate on your tracking page | Set by local customs; may be charged on arrival |
| Mauritius, Monaco | $34.49 | Estimate on your tracking page | Monaco as for the EU; Mauritius set by local customs |
| Other countries we ship to | Free | Estimate on your tracking page | Set by local customs; may be charged on arrival |
US delivery: calendar days from your order, for most orders; it is a typical range, not a guarantee. Times to other countries vary, and your tracking page shows an estimated window for your package. We don't currently deliver to Bulgaria, Croatia, Cyprus, Hungary or Malta.
Duties and tax
Duties, import tax and customs
We don't charge tax or duties at checkout. What happens when your package crosses a border depends on where you live.
United States. Nothing is collected on delivery: the price at checkout is what you pay.
European Union and Monaco. To the EU countries we ship to and Monaco, we pay the import VAT and duty, so nothing is collected from you on delivery.
Everywhere else, including the UK, Canada and Australia, your customs authority may charge import tax or duty when the package arrives. It is set by them, not by us, and is not included in our price. Your local customs office can tell you what applies before you order.
Tracking
Tracking your order
Every order is tracked. When your order leaves us, we email you its tracking number.
Follow it on the order tracking page with your order number and the email you ordered with, or with the tracking number. It shows each step and an estimated delivery window, without the scan-by-scan detail.
Outside the US, most packages don't send us scans after they ship, so the tracking page shows the date your package shipped and an estimated window.
If something goes wrong
Damaged, lost or late packages
Write to support@gentcreate.com with your order number. Each case below says what happens next.
Damaged
It arrived damaged
Email supportEmail us photos of the piece, and of the package if you still have it. We send a replacement at no cost to you, or refund you in full if you prefer. If we need the damaged piece back, we send you a prepaid label.
Not arrived
It hasn't arrived
Track your orderCheck the tracking page first: it shows the estimated window. If the window has passed, or it says delivered and you can't find it, write to us. We ask the carrier to trace it. If it is lost, or still hasn't reached you 30 days after your order, we send a new one or refund you, whichever you prefer.
Late
It's running late
Email supportIf your order can't leave us within 4 business days (5 when personalized), we email you before then with a new date, and you can cancel for a full refund.
Returns for other reasons follow our return and refund policy.
Shipping questions
How long does GENTCREATE take to ship?
Most orders leave us within 1 to 4 business days, and personalized pieces within 2 to 5. When your order ships, we email you the tracking number. If yours can't leave in that time, we email you before then with a new date, and you can cancel for a full refund.
How long does delivery take to the US?
US orders typically arrive 9 to 17 days after you order, and personalized pieces 10 to 20. Once shipped, most US packages arrive within 3 to 10 business days. These ranges are based on our recent US deliveries and are typical, not guaranteed.
How long does international delivery take?
It varies by country, so we don't publish one range. Your tracking page shows an estimated window for your package.
Is shipping free?
Standard shipping is free to the US, Canada, the UK, Australia, the EU countries we ship to and most other destinations, with no minimum spend. Argentina, Chile, Paraguay and Uruguay pay $9.49, and Mauritius and Monaco $34.49. Checkout shows the options and prices for your address before you pay.
Do I have to pay customs or import duties?
We don't charge tax or duties at checkout. Nothing is collected on delivery for US orders, and we pay the import VAT and duty on packages to the EU countries we ship to and Monaco. In the UK, Canada, Australia and elsewhere, your customs authority may charge import tax or duty when the package arrives; it is not included in our price.
Where is my order?
Look it up on the order tracking page with your order number and the email you ordered with, or with the tracking number from your shipping email. New orders usually appear there within two hours.
Will my order arrive in one package?
Usually. Orders with several pieces sometimes ship in two packages, each with its own tracking number, and the tracking page shows both.
Which countries do you ship to?
Checkout lists every country we deliver to: the US, Canada, the UK, Australia, most of the EU and many other countries. We don't currently deliver to Bulgaria, Croatia, Cyprus, Hungary or Malta.
Can I change my delivery address?
Write to support@gentcreate.com with your order number as soon as you can. Before your order ships we can usually change the address. Once it has shipped we can't change it, but we'll ask the carrier what is possible.
It says delivered, but I don't have it.
Check your mailbox and around your door, and ask your neighbors. If it has not appeared by the next day, write to support@gentcreate.com with your order number. We ask the carrier to trace it. If it is lost, or still hasn't reached you 30 days after your order, we send a new one or refund you, whichever you prefer.
Can I add gift packaging?
Yes. Check the Gift packaging box on the product page before you add the piece to your cart. It costs $15 per piece, one box for each, and we remove the tags and price tags so the order can go straight to the recipient.
Contact
A question about your delivery?
Write to us with your order number and we'll answer by email.
Put this in your email
- Your order number (it starts with #)
- The email address you ordered with
- Photos of the piece (and the package, if you kept it), if it arrived damaged