FAQs
Answers to the most common questions about ordering, shipping, digital downloads, and custom work from The Phantom Hostess.
ORDERS
1. How long does it take to process my order? All physical products are made to order. Orders placed Monday through Friday before 3PM EST ship within 3 business days. Express orders placed before 3PM EST ship the following business day.
2. Can I make changes to my order after placing it? Reach out as quickly as possible if you need to make a change. Once an order has entered production we may not be able to accommodate modifications, but we'll do everything we can.
3. Do you accept custom orders? Custom orders are not available at this time. New themes and collections are added seasonally, follow along to see what's coming next.
SHIPPING
1. Where do you ship? We ship within the United States. If you're outside the US and interested in placing an order, send a message before purchasing and we'll discuss what's possible.
2. How long will my order take to arrive? Standard orders typically arrive within 5–7 business days of shipment. Express orders ship the following business day and arrive within 2–3 business days.
3. Do you offer tracking? Yes. A tracking number will be sent once your order ships. Please allow a few hours for tracking information to populate after you receive your notification.
4. My tracking shows delivered but my order hasn't arrived. Carriers occasionally mark packages as delivered before they've physically arrived, or they've been left with a neighbor or in an unexpected location. Start with your local post office. If the package remains unresolved, reach out and we'll work through it together. Please note that we're unable to refund orders lost due to address errors at checkout.
5. What if my order arrives damaged? Please photograph the damage and reach out within 48 hours of delivery. We'll make it right.
RETURNS & REFUNDS
1. What is your return policy?
All return requests must be pre-approved before any item is shipped back. To initiate a return, contact us within 7 days of receiving your order with your order number and the reason for your request. We will review and respond within one business day. Items sent back without prior approval will not be accepted.
Once approved, items must be returned in their original condition, unopened, unused, and in original packaging. Returns received outside the 7-day window or in any condition other than original will be denied.
Because every physical product at The Phantom Hostess is made to order by hand, we ask that you review your order details carefully before completing your purchase. We take great care in preparing each order and stand behind the quality of our work. If something arrives damaged or incorrect, please photograph it and reach out within 48 hours of delivery and we will make it right.
The following are not eligible for return under any circumstances:
- Digital downloads, once accessed or downloaded
- Items that have been opened, used, or are not in original condition
- Orders reported outside the 7-day window
- Orders lost or undeliverable due to an incorrect shipping address provided at checkout
- Orders that arrived after an event date but were shipped within our standard processing window
Original shipping costs are non-refundable. Return shipping is the responsibility of the buyer unless the item arrived damaged or incorrect.
2. What if my order doesn't arrive on time? We understand how much timing matters when you're hosting. Orders are shipped within our stated processing window. Once a package enters the mail stream, delivery is in the carrier's hands and outside of our control.
We are not responsible for delays, misdeliveries, lost packages, or carrier disruptions including weather events or other emergency conditions. For this reason we always recommend ordering with a comfortable lead time and building in a few extra days wherever possible.
If your package appears lost, we will do everything we can to help locate it and file a claim on your behalf. Please note that carrier claims are typically limited to a $100 value. We are not able to reimburse amounts beyond what the carrier confirms it will collect. If your order is large and you would like to discuss additional insurance options, reach out before placing your order and we will advise.
If you have questions about shipping methods or timing, we are here to help.
Office Hours Monday – Friday: 9AM – 5PM CT
Messages received outside of office hours will receive a response within 24 business hours.
DIGITAL DOWNLOADS
1. How do I access my digital files? Your files are available immediately after purchase. Check your email for instructions on how to download your files if you can't download immediately after purchase.
2. Can I get a refund on a digital order? Due to the nature of digital products, all sales are final once files have been accessed or downloaded. If you haven't downloaded your files yet and have a concern, reach out before doing so and we'll do our best to assist.
3. Can I share or resell the digital files? Files are licensed for personal use only and may not be redistributed, resold, or shared in any form. Each purchase covers one household.
4. What file formats are included? Digital products are delivered as print-ready PDF files. Files are not editable. For best results, print on premium cardstock at a local print shop or at home with a high-quality inkjet printer.
PRODUCTS
1. Are your products really handmade? Yes. Every physical product is made to order by hand in Texas. Embossing, foiling, and assembly are all done in-house. No mass production, no overseas manufacturing.
2. What materials do you use? We use premium heavyweight cardstock, professional-grade foiling, and hand-embossing techniques. Wax seal elements use high-quality adhesive seal stickers for a consistent, polished finish.
3. Will the colors look exactly like the photos? We photograph our products carefully to represent colors accurately, but slight variations can occur between screens and in print. If color accuracy is critical for your event, feel free to reach out before ordering.
4. How should I store my order before my event? Store flat, away from humidity and direct sunlight. Physical picks and tags should be kept in their packaging until you're ready to use them.
STAYING IN TOUCH
1. What are your office hours? Monday – Friday: 7AM – 7PM CST. Messages received outside of these hours will be answered on the next business day.
2. How do I contact you? Use the contact form on this site or send a message directly. We aim to respond within one business day during office hours.
3. How do I stay up to date on new collections? New themes and seasonal collections launch throughout the year. Sign up for updates at the bottom of any page to be the first to know.
Consider everything handled. — The Phantom Hostess