General FAQs
Where are you located?
Jillian Ray is based in Greeley, Colorado.
How can I contact you?
You can reach us through the chat on our website, the Contact Us page, or by email at jillianraydesigns@gmail.com. We’ll get back to you as soon as possible.
Do you offer local pickup?
Yes! If local pickup is available for your order, select Local Pickup at checkout. Once your order is ready, you’ll receive a notification with pickup instructions and location details. Please wait until you receive your ready-for-pickup notification before arriving.
Do you take large orders?
Yes! We accept large and group orders. If you’re interested in placing a larger order, contact us at jillianraydesigns@gmail.com or through our Contact Us page with what you’re looking for, approximate quantity, and when you need your order. We’ll get back to you with availability and next steps.
Shipping FAQs
How long does it take to process my order?
Most made-to-order apparel has a production time of 5–10 business days before shipping. Larger orders may require additional production time. During busy seasons or holidays, processing times may also take a little longer. Once your order ships, you’ll receive tracking information.
How much is shipping?
Shipping costs are calculated at checkout based on your order and delivery location. You’ll see your available shipping options and cost before completing your purchase.
Do you offer free shipping?
Yes! Orders over $100 qualify for free standard shipping.
Do you ship internationally?
Not at this time. Jillian Ray currently ships within the United States only.
What if my package is lost or damaged?
If your tracking shows an unexpected delay, your package appears to be lost, or your package arrives damaged, please contact us at jillianraydesigns@gmail.com or through the Contact Us page with your order number and relevant details. We’ll help review the situation and determine the appropriate next steps.
Custom Order FAQs
How do I order a custom item?
Shop our Custom Collection to create a piece made specifically for you. Choose your garment, size, color, print placement, and other available options directly on the product page. You can also upload your design or inspiration when ordering.
If you’re unsure what to choose or need help with a custom idea, contact us at jillianraydesigns@gmail.com or through the Contact Us page and we’ll be happy to help.
How long do custom orders take?
Most custom apparel has a production time of 5–10 business days before shipping or pickup. Larger or more complex orders may require additional time. If you need your order by a specific date, please contact us before ordering so we can let you know whether we can accommodate your requested date.
Can I see a proof before it’s made?
Yes! For custom orders, you’ll receive a digital proof or design preview before your item is made. Your order includes one revision, so you can request one set of changes to the design before giving final approval.
Additional revisions are available for $5 each.
Production will begin after the design is approved, so please review your proof carefully and make sure all names, spelling, colors, placement, and other design details are correct before approving it.
Do you accept returns or exchanges on custom items?
Because custom and personalized products are made specifically for you, they are not eligible for returns or exchanges unless they arrive damaged, defective, or incorrect due to an error on our part.
Please review your size, color, design, personalization, and other selections carefully before placing your order. Cancellation requests must be submitted within 1 hour of ordering. If you need to request a change, contact us as soon as possible. Changes are not guaranteed once production has started.
If your custom item arrives damaged, defective, or incorrect due to an error on our part, contact us within 7 days of delivery with your order number and clear photos of the item.
Return/Exchange FAQs
What is your return policy?
We accept returns on eligible non-custom items within 14 days of delivery. Items must be unused, unworn, unwashed, and in the same condition you received them.
Custom and personalized items are not eligible for returns or exchanges unless they arrive damaged, defective, or incorrect due to an error on our part. Customers are responsible for return shipping on eligible standard returns.
Can I cancel or change my order?
Cancellation requests must be submitted within 1 hour of placing your order.
If you need to change a size, color, personalization detail, shipping information, or another part of your order, please contact us as soon as possible. We’ll do our best to accommodate your request if production has not started, but changes are not guaranteed.
After the 1-hour cancellation window, your order may already be in production, or materials may have been ordered.
How do I start a return?
To request a return, email us at jillianraydesigns@gmail.com or use the Contact Us page. Include your order number and a brief description of your return request.
If your return is approved, we’ll provide return instructions and the return address. Items sent back without prior approval will not be accepted.
What if my order arrives damaged or incorrect?
If your order arrives damaged, defective, or incorrect due to an error on our part, please contact us within 7 days of delivery at jillianraydesigns@gmail.com or through the Contact Us page.
Include your order number, a description of the issue, and clear photos of the item. We’ll review the issue and work with you on an appropriate resolution.
Do you offer exchanges?
Eligible non-custom items may be returned in accordance with our return policy. If you would like a different item, size, or color, you can place a new order after your return is approved.
Custom and personalized items are not eligible for exchanges unless they arrive damaged, defective, or incorrect due to an error on our part.
How long do refunds take?
Once we receive and inspect an eligible return, we’ll let you know whether your refund has been approved. Approved refunds will be issued to your original payment method within 10 business days.
Your bank or card provider may require additional processing time before the refund appears in your account. If more than 15 business days have passed since your refund was approved, please contact us.