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FAQ

Customer Service:

Q: I’d like more information about placing a custom order or have a specific question about a product I see online, can I speak with someone directly?

A.Definitely! You can reach a philoSophie’s® team member between the hours of 9:00am to 5:00pm (EST) Monday-Friday at 585.352.7044 or toll free at 1.877.674.4372

Please leave a voice mail message if there is no answer and we will return your phone call within 24 hours. If you have already placed an order please leave your order number on the voice mail. We look forward to hearing from you!

Customized orders:

Q. I love what I see online but I want a slight variation. Can you do that?

A. Yes, of course! Joanna Alberti illustrates the whole line of philoSophie’s®. She would be happy to work with you directly. This would be considered a Custom order. Please call for more information or visit the Custom page for philoSophie’s® online.

Q: I am a business owner and would love to use a philoSophie’s® illustration to represent my company. Can I do that?

A: No, not without permission. philoSophie’s® and the Sophie character are trademarks of Joanna Nicole Inc. All art is for the sole use of the philoSophie’s® brand and products. Joanna Alberti designs and trademarked philoSophie’s® for the company’s products and licensed lines. To license philoSophie’s® please contact us! Outside of licensing, exceptions are made for not for profit use and co branding opportunities. Otherwise it is illegal to use a philoSophie’s® character or quote for profit. Joanna Alberti works under Joanna Nicole Inc. to design for companies in need of their own whimsical look. Please call the studio for more information. 585.352.7044 . Be considerate! Don’t copy!

Returns:

Q. If I need to return or exchange my philoSophie's® purchase, what should I do?

A. All non customized items may be returned for a full reimbursement within 7 days of purchase with original receipt. We value your business and want to make sure you enjoy your philoSophie’s® and are 100% satisfied. If there is an error in your custom philoSophie’s® that is different then your approved proof we will gladly make an exception. Personalized or Custom Items are non refundable.

Product Availability:

Q. Why can’t I find a gift product I saw at a local gift shop on your website?

A. philoSophie’s® lends its artwork to quality manufacturers to make wonderful gift products and other stationery goods. These licensed products are approved by us to sell in various channels of distribution. Please call us if you can’t find something you just have to have!!! We’ll direct you to the closest available retailer or online store.

Shipping:

Q. What are your shipping rates?

A. All orders from philoSophie’s® are shipped via USPS and Fed Ex.  We offer standard and premium delivery.

Orders shipped to Alaska and Hawaii cost $25.00 for Standard Shipping for all orders. Unfortunately we cannot do Next Day Shipping for orders to Alaska and Hawaii. Orders for 2nd Day Business to Alaska and Hawaii are $40.00 for all orders.

Q. What is considered a business day?

A. Business days refer to Monday through Friday and exclude all holidays. Saturday and Sunday deliveries are not available.

Q. Can philoSophie’s® ship my order to locations outside of the United States?

A. Yes! Please contact us for details.

Tracking:

Q: How can I track my order?

A: You will receive an e-mail confirmation once your order has been placed as successfully transmitted.  You may check the status of your order at anytime by visiting “Your Account”.  A shipping confirmation with your package’s tracking number will be sent to you, via e-mail once your order has shipped.  At this time you are able to track the shipping status of your order using a tracking number for the carrier.

Credit Cards:

Q: What type of payments do you accept?

A: philoSophie’s® accepts Visa, Master Card, American Express, approved checks, and PayPal. 

You will be notified via email or phone if there is a problem with your credit card during order processing.

Sales Tax:

Sales tax is charged for orders that ship to New York.

Modifying/Canceling an Order:

Q: I ordered the wrong product! Help!

A: If you need to modify or cancel your order before a personalized product is approved to print, please e-mail or call customer service as soon as possible and we will do so for you.  A credit or reorder will take place.  Unfortunately, when personalized or custom products are approved we can not cancel order without a reprint fee.