General Questions
Can I personalize my order?
Yes. Many Poppy & Citrus products can be personalized with names, initials, dates, colors, designs, or other custom details.
Please carefully review all personalization information before submitting your order. Personalized products are generally created exactly as entered.
Can I change my personalization after placing my order?
Contact us as soon as possible at poppyandcitrus@gmail.com.
Because personalized and made-to-order products may enter production shortly after purchase, changes cannot always be guaranteed.
Do you accept custom requests?
Absolutely.
If you have an idea that isn’t currently listed on the website, contact us through our Contact Us page or email poppyandcitrus@gmail.com.
We’re happy to review custom requests and let you know what may be possible.
Can I see a proof before my personalized item is made?
Proofs are not automatically provided for every order.
If a product includes a proof or approval process, that information will be noted in the product listing.
If you would like to ask whether a proof is available for a specific item, please contact us before ordering.
Do you offer bulk or large orders?
Yes, depending on the product and requested quantity.
For team orders, events, bridal parties, schools, businesses, or other bulk requests, contact us through the Contact Us page with the item, quantity, customization details, and desired date.
Orders
Can I change or cancel my order?
We totally get it — sometimes plans change! If you need to update or cancel your order, please contact us as soon as possible. Once production has started (especially on custom items), we may not be able to make changes. But if we haven’t started yet, we’ll do our best to accommodate your request!
I have placed an order and didn't receive confirmation email?
First, check your spam or promotions folder — sometimes our emails sneak in there. If you still don’t see anything, it’s possible there was a typo in your email at checkout. No worries — just send us a message with your full name and order details, and we’ll resend your confirmation right away!
Can I send an order directly to someone as a gift?
Yes. Enter the recipient’s shipping address during checkout.
If a product includes gift-message options, you can add those during the ordering process.
If you need help with a gift order, contact us before placing it.
Returns
Can personalized items be returned?
Because personalized, custom, and special-order products are created specifically for you, they are final sale and cannot be returned or exchanged unless the item arrives damaged, defective, incorrect, or there is an error on our part.
Please review our Returns & Refunds Policy for complete details.
Do you offer refunds?
Poppy & Citrus does not issue refunds to the original payment method.
Approved returns for eligible items are issued as store credit only.
To request a return on an eligible item, please contact us within 7 days of delivery. Approved returns must be received by us within 14 business days of the original delivery date.
Customers are responsible for return shipping costs on standard approved returns unless the item arrived damaged, defective, incorrect, or the return is due to an error on our part.
Can I exchange an item?
We do not process direct exchanges.
Eligible returns are issued as store credit. Once your approved return has been received and store credit has been issued, you may place a new order for the item you prefer.
What if my order arrives damaged or incorrect?
Contact us as soon as possible at poppyandcitrus@gmail.com.
Please include your:
- Name
- Order number
- Photos of the item
- Photos of the packaging
- Brief description of the issue
This helps us review the situation and resolve it as quickly as possible.
Shipping
How long does it take to process my order?
Most orders are processed within 5–7 business days.
Because many Poppy & Citrus products are handmade, personalized, or made to order, processing times may be slightly longer during holidays or high-volume periods.
Please note that processing time is separate from shipping transit time.
How long does shipping take?
Shipping time depends on the carrier, shipping service selected, and destination.
Once your order ships, you’ll receive tracking information when available. Please allow up to 24–48 hours for tracking to begin updating after the carrier accepts your package.
Do you offer free shipping?
Yes. Standard shipping is free on qualifying orders of $75 or more.
Free shipping applies to the Standard shipping option only. Expedited services such as Priority Mail, Express, or other upgraded carrier services are not included and will be charged at the rate shown during checkout.
Do you offer local pickup?
es. Free local pickup is available in Stuart, Florida for eligible orders.
If local pickup is available for your order, you’ll see a Pickup option during checkout.
Please wait until you receive confirmation that your order is ready before arriving for pickup.
What happens if tracking says delivered but I can’t find my package?
First, check around the delivery location, with household members and nearby neighbors, and contact your local carrier office.
Carriers may occasionally mark a package as delivered shortly before completing the delivery.
If you still cannot locate the package after checking with the carrier, contact us and we’ll review the situation with you.
Packages marked as delivered are not automatically eligible for replacement or store credit.