Frequently Asked Questions

Can I return any item that I purchase on Gilded Cart?

You can return any item, within 30 days, that is NOT part of our Custom-Made or Personalized Collections, subject to our 30% restocking fee.  

In the rare event that any Gilded Cart product was damaged during the shipping process, you may return it, within 30 days, at no additional cost to you.  We will exchange the item or provide you a prompt refund.

Please refer to our return policy for additional details.

Why can’t I return products that are part of your Custom-Made or Personalized Collections?

Items that are part of Gilded Cart’s Custom-Made or Personalized Collections are custom made for you, by our business partners,  following receipt of your order.  As many of our production partners for Custom-Made or Personalized items are small businesses, they do not carry inventory, nor are they able to handle returns.  However, rest assured that any product that is shipped to you damaged or not as advertised will be exchanged or refunded.

Where do you ship?

We ship in the continental United States, Alaska, Hawaii and the District of Columbia.  However, within these locations, we unfortunately are unable to ship to P.O. Box address, military bases or APO addresses.

Do you ship outside of the United States?

Sorry, at this time, we do not ship outside the United States.

What delivery options do you offer?

We offer standard shipping (3-8 business days) using the United States Postal Service with a tracking number.

Can I ship using express shipping?

If express shipping is available for a particular product, you will be able to select it as a shipping option after you add an item to cart.

How long will it take you to process my order?

Items outside of our Custom-Made or Personalized Collections will be processed in 3-5 business days.  

Items that are part of Gilded Cart’s Custom-Made or Personalized Collections are custom made for you, by our business partners,  following receipt of your order.  As a result, processing times depend on our production partner’s order queue (i.e., how many orders precede yours).  Outside of the 4th quarter, our production partners are typically able to produce and ship your product in 5-9 business days.

Can I track the status of my order?

Yes, you can with a tracking number that we will provide to the email address that you give us.

When will I receive my tracking number?

For items outside of our Custom-Made or Personalized Collections you will receive your tracking number in 3-5 business days.

For items that are part of our Custom-Made or Personalized Collections you will receive your tracking number in 5-7 business days.

How will I receive my tracking number?

You will receive your tracking number by email to the email address that you provide at checkout.  Be certain that your email address is correctly entered.

How long will my order take to arrive?

Once your order has been placed, it can take from 3-7 business days to process, depending on whether the product is part of our Custom-Made or Personalized Collections.  Once the product has been made by our production partners, shipping times are as follows:

US:  3-8 business days 

How do I know whether a product is part of your Custom-Made or Personalized Collections?

Items that are part of our Custom-Made or Personalized Collections will be stated as such on the product listing or description page, as follows:  

This item is part of our Custom Made Collection so please allow 3-7 business days for production.

What should I do if I have questions about my order?

Please email us at support@gildedcart.com if you have any questions about an order that you have placed with us.

What should I do if I did not receive my order?

First, check your tracking details.  If the product is marked as delivered by the carrier, please speak with them directly.  

If the product was never delivered, please email us at support@gildedcart.com.  We will work with you to resolve the issue.

What should I do if I received a defective or damaged product?

We strive to ensure that every product is delivered in excellent condition.  However, if for some reason your product is defective, you should take the following steps:

(1) Contact customer support within 14 days of receipt at support@gildedcart.com with the words DAMAGED PRODUCT in the title.  Include your order number (found on the receipt) and photos or a video of the defective item with your email.

(2) Once we have verified the problem with your photos, we will provide you with an RMA number and return address.

(3) Return the product to the address provided within 30 days of receipt in order to receive a refund or an exchange.

Where is my refund/exchange?

We process refund requests 3-5 days after receipt of your returned product.  We credit the original form of payment.  Depending on the bank, it could take 3-10 business days for the credit to appear to your account.  If it has been more than 10 business days since you shipped your package, please reach out to us at support@gildedcart.com.  One of our customer support team members will be happy to assist you.

Can I make changes to an order I’ve already placed?

We work incredibly hard to process orders to ensure they arrive to you as quickly as possible.  As a result, we are unfortunately unable to change or cancel an order, once placed.  Please make sure that your order is correct BEFORE hitting purchase.  

If you no longer wish to purchase the product, you may return it within 30 days, subject to a 30% re-stocking fee and other applicable terms of our return policy.   As noted previously, items from our Custom-Made or Personalized Collections cannot be returned, except in the case of faulty production or damage from delivery.  

Where are you located?

We are located in the great State of New York!

What payment methods do you accept?

We accept Paypal and all major credit cards - VISA, AMEX, Discover and Mastercard.

Is my credit card information secure?

We use a global payment processor that encrypts your payment details to ensure they are secure.

Oh no…I realized that I entered an incorrect address.  Can you help me?

Please be extremely careful when entering your shipping details at checkout, as there is no guarantee that we will be able to intercept the package before its shipment.  

If you find that you have entered the incorrect address, please contact our Customer Service team immediately with your order details and your correct address information. We will try to help you as much as we can!  If we are unable to intercept the package before shipping, you will need to pay an additional shipping charge in order for us to ship your purchase to the correct address.  In this situation, you should expect an extended delay as we will need to wait for USPS to return your package to our offices before we can ship it out to the correct address.