Orders
Below are the most common questions customers have about processing times, personalization, production, delivery, and order changes.
1.What methods of payment do you accept?
We accept all major credit cards as well as PayPal.
Please note:
• Only one form of payment may be used per order
• The exception is The Warm Loft Gift Cards
• We only accept Warm Loft–issued gift cards
• Third-party or external gift cards cannot be used
If you need assistance at checkout, email hello@thewarmloft.com
2. Will I be charged sales tax?
Sales tax is calculated automatically at checkout based on your shipping address and the tax laws in your state or region.
If your area requires sales tax, the amount will be displayed before you complete your purchase.
Please note that tax rates vary and may change according to local regulations.
3. Why am I charged before my order ships?
Our secure payment provider requires that we capture funds shortly after you place your order.
If we wait too long, the authorization may expire, which would force us to cancel and re-process your order — requiring your payment information again.
To avoid delays or disruption to your order, payment is collected at checkout. This ensures your order is confirmed and production can begin without interruption.
You will receive a shipping notification as soon as your order is on its way.
4. What's the status of my order?
You can track your shipment’s progress using your order number and the email associated with your purchase.
Once your tracking link is activated, you will be able to follow updates from the shipping carrier directly.
(You may hyperlink “track your shipment’s progress” once your tracking portal is ready.)
If you need help locating your tracking information, email us at hello@thewarmloft.com
5. What if I need to modify my order?
If you would like to add items to your order, please place a separate order.
We do not store payment information, and we are unable to add items to an existing order once it has been submitted.
We are also unable to remove items from an existing order.
If you need to request changes, please email hello@thewarmloft.com
within 1 hour of placing your order and use the subject line:
“Order Change Request – URGENT”
After the 1-hour window, your order may already be in production or queued for fulfillment and cannot be modified.
6. How do I cancel my order?
ou may request a cancellation within 30 minutes of placing your order.
Please email hello@thewarmloft.com
immediately and include the subject line:
“Cancellation Request – URGENT”
Cancellations can only be processed during our business hours:
Monday–Friday, 7:00am–4:00pm PST
We are unable to cancel orders on Saturdays or Sundays.
If your request is submitted outside these hours — or after the 30-minute window — we will still review it; however, your order may already be in active production or queued for fulfillment and may no longer be cancelable.
Cancellations are not guaranteed, and The Warm Loft reserves the right to deny cancellation requests if excessive or repeated cancellation activity is observed.
7. Do you provide photo proofs before shipping?
Due to order volume and the made-to-order nature of our items, we do not provide pre-shipment photos or previews by default.
Your item will be created exactly as entered at checkout.
If an error occurs on our end, we remake or replace the item.
8. Are you able to hold, delay, or combine orders?
We may be able to assist if you contact us within 1 hour of placing your order.
Please email hello@thewarmloft.com
immediately with your order number and include the subject line:
“Order Change Request – URGENT”
After 1 hour, your order may already be in active production or queued for fulfillment. At that point, we are unable to:
• Hold an order
• Delay an order
• Combine multiple orders
• Modify shipping timelines
We will always do our best to help if your request is received within the 1-hour window.
9. How long will my order take to process?
Most items are personalized or made-to-order. Orders typically process and ship within 2–5 business days.
During holidays or peak seasons, processing times may be slightly longer.
10. Do you offer rush processing?
Yes. Rush processing is available for select items and moves your order into a 2-business-day production window.
Carrier delays may still occur during holidays or peak seasons.
11. I entered the wrong address — what should I do?
Please email hello@thewarmloft.com
immediately with your order number and the correct address.
If your order has already entered production or shipped, we may not be able to update the address.
Any package returned due to an incorrect address will require additional shipping payment to resend.
12. My package is delayed, lost, or marked delivered — what do I do?
Once a package is handed to the shipping carrier, delivery timelines and updates are controlled by them.
If your tracking shows “delivered” but the package is not located, we recommend:
• Checking with neighbors or building management
• Reviewing tracking notes
• Contacting the shipping carrier with your tracking number
If theft is suspected, you may request GPS delivery confirmation from the carrier or file a report with local authorities.
We are happy to help monitor the situation from our side.
13. My order arrived damaged or incorrect — what should I do?
Please contact us within 48 hours of delivery at hello@thewarmloft.com
, and include:
• Clear photos of the item
• Photos of the packaging and shipping box
• Your order number
We will review and provide a prompt resolution.
14. How do I ensure my personalization details are correct?
Please verify all before submitting your order.:
- Spellings
- Dates
- Names
- Customization Details
We create items exactly as they are typed at checkout.
15. Will my item look exactly like the photos?
We make every effort to represent colors accurately.
Variations may occur due to:
• Lighting
• Screen settings
• Photography conditions
• Material differences
For the closest match, you may send reference photos or HEX codes.
16. What if something is missing from my order?
If an item is missing, please email hello@thewarmloft.com
within 48 hours of delivery with:
• Your order number
• A photo of the packaging and contents
We will resolve this quickly.
17. Do you ship internationally?
At this time, The Warm Loft ships within the United States.
For special circumstances, please contact hello@thewarmloft.com
18. Can I request a custom design?
We accept custom requests when possible.
Please email hello@thewarmloft.com
with:
• Your idea or inspiration
• Photos, colors, or themes
• Any deadlines
We will let you know if your request can be accommodated.