Frequently Asked Questions
Q: How long does the production process take?
A: On average, our production team processes orders within 1–2 business days.
- Special Note for Laser-Cut Metal Art: Due to the intricate craftsmanship and personalization required for our metal art pieces, please allow 5–10 business days for production. We want to ensure every detail is perfect before it leaves our shop.
Q: It has been more than two days and my order hasn’t shipped yet. What’s the reason?
A: At Wisholove, we value family! Our dedicated team of moms does not work on weekends so they can enjoy quality time with their loved ones. If you place an order after 3:00 PM EST on Friday or anytime on Saturday/Sunday, your order will enter the queue on Monday. In these cases, please expect your tracking information to be updated by Tuesday or Wednesday.
Q: What are your estimated shipping times?
A: Shipping times vary based on your location:
- United States: Typically 3–5 business days. We are proud to say that nearly 90% of our domestic packages arrive earlier than the estimated date!
- Canada, UK, & EU: Approximately 5–10 business days.
- Rest of the World: Approximately 7–14 business days.
Please note: These estimates do not include the production time mentioned above.
Q: I noticed a mistake in my order information. How can I fix it?
A: Accuracy is key! If you need to correct a name, address, or customization detail, please email us at support@sugarspring.co within 3 hours of placing your order. Because we move quickly to get your order into production, we cannot make any changes once the item has been processed or shipped.
Q: How do I cancel my order?
A: We pride ourselves on lightning-fast processing. Our team begins preparing your order for dispatch almost immediately after it is placed. Therefore, we can only honor cancellation requests submitted within the first 3 hours of purchase. To cancel, please email support@wisholove.com or send us a message through our contact portal.
Q: I tried calling your support number but couldn’t get through. How can I reach you?
A: Our customer service team is available via phone at +1 (408) 290-8962 during our regular office hours: Monday through Friday, 9:00 AM – 5:00 PM PST. If you are reaching out after hours, please email us at support@wisholove.com. We monitor our inbox closely and guarantee a response within 12 hours.
Q: How can I track the status of my package?
A: Once your order has been handcrafted and handed off to the courier, you will receive an automated shipping confirmation email containing your tracking number and a link to the carrier’s website. You can also monitor your status directly on our Order Tracking Page.
Q: My tracking says "Delivered," but I don’t have my package. What should I do?
A: Don't worry! Before reaching out, please take the following steps:
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Check all possible delivery spots: Check your mailbox, porch, garage, and even with neighbors who may have accepted it on your behalf.
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Wait 24–48 hours: Occasionally, couriers mark a package as "delivered" when it is still on the truck for the final leg of the journey. Most "missing" packages appear within two days.
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Contact your local Post Office: Call your local station with your tracking number. They can often provide GPS coordinates of exactly where the package was scanned as delivered.