FAQs

Quick answers regarding the shipment of your package:

LOST/DAMAGED BY POSTAL SERVICE: We are not responsible for any errors made by the postal service. However, if your package has not been received within 3 weeks of receiving your shipping notification email (6 weeks for international), please contact us via our contact page and we will direct you as to how to file a claim with the postal service. Thank you for your understanding with this.

RETURNED MAIL: If a package is returned because the address provided to us was incorrect, we are not responsible for the cost of re-shipping. We will contact the buyer for the correct address, and buyer will need to re-pay shipping and handling costs before we will send the package again.

REFUSED/UNCLAIMED MAIL: If delivery is refused by recipient or package is unclaimed for any reason, the order will not be refunded unless the package returns to JennaBenna & Co. If the package does return, a refund will be applied for the cost of the items only.

Quick answers regarding your bulk orders:

FREE DESIGN SERVICES: We love helping you select your perfect letters. So, JennaBenna offers you a custom design service free of charge. We help you put together the perfect combinations for your apparel and then help you through the next steps. We even provide you with a digital picture of the fabric combinations so that you can see beforehand what the fabrics will look like. Please note, since the proof program we use shows some oddly shaped letters (Xi for instance is italicized) we always like to note that the proof on our proof form and invoice are just to serve as a photo of the fabrics together and not what your actual letters will look like. It doesn't show stitching either. If you have any questions about what your actual letters will look like, we would be more than happy to send you some photos of past orders or feel free to check out our Instagram page to see the letters. Many of our Greek letters (like the Xi) are unique to JennaBenna and have been designed by us to show off the true beauty of your letter and fabric combination as well as a little "secret sign" showing off you are wearing a JennaBenna original! 

SUBSTITUTIONS: Sometimes, we find out from the manufacturer that the product you selected is no longer available or on back order. We reserve the right to substitute any products that are identical or similar and will always go with the better or more expensive option if your original option is not available. Of course, you will always be contacted first to be alerted to this!

BULK ORDER PRODUCTION: Please make sure you give yourself enough time for the order to arrive. If you are in a time crunch, we always recommend giving yourself a good month to find your combination and place your order. All bulk orders take 2-3 weeks for production and during our busy seasons can take even more. Therefore, even though you have received an invoice from us, we will not start that order until we have received your payment. Please contact us should you have any questions.

Other Quick answers:

 

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