Our standard processing time is 1 - 3 business days.

During high-volume seasons (October to January), all orders will have an extended processing time of 5-10 business days.

Orders will be shipped via your selected shipping method at checkout, after the processing time has passed. However, express orders will be prioritized.

If there is an issue with your order or an extended delay we will contact you directly via email.

Unfortunately, we cannot change a shipment destination after you’ve received a shipping notification.

If you have NOT received a shipping notification, please contact us immediately. and we will try to address your issue as quickly as possible.

There are two common reasons why an order’s tracking says that it has not been received by the carrier.

  1. The order may have been shipped, but due to the destination distance of the shipment, the first scan might not occur for a couple of days after you’ve been notified that the package has shipped and your initial issuance of the tracking number.
  2. The order may have required additional processing time to complete the order.

Orders will remain in “In Transit” status until it reaches the next shipping hub.

Sometimes, due to circumstances that are out of our control, packages may not have an updated scan for a number of days.

If your package has remained “In Transit” for 7+ days since the most recent tracking update, please reach out to us to further investigate your issue.

You can check the status of your order using our Track Order page.


If you receive your order and are not satisfied, you can return the product for a refund.

If it has been more than 30 days since the date of shipment, we can't, unfortunately, offer you a refund.

30-day money-back guarantee requirements

The following criteria must be met to qualify for our 30-day money-back guarantee:

  • Products must be unused and in the original packaging to be eligible for return.
  • Products must not have been discounted or on sale.
  • The return request should be made within 30 days from the date of shipment.
  • A receipt, purchase order, or other proof of purchase is provided.

Return shipping costs are the responsibility of the customer, and customers will not be reimbursed for such fees.

All returns will be inspected to ensure the above criteria have been met.

If the product does not meet the listed criteria, we reserve the right not to issue a refund or deduct a fee from the applicable refund.

We will not honor claims outside of the 30-day money-back guarantee period.

We do not offer exchanges but we welcome you to return your item(s) by mail in accordance with our Return Policy and repurchasing any available item(s) on our site.

  • Items must be unused and returned in their original packaging.
  • Damaged, defective, or incorrect items must be reported within 14 days of delivery.
  • Return shipping costs are the responsibility of the customer, and customers will not be reimbursed for such fees.
  • We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
  • We reserve the right to delay a refund until items are actually received based on credible concerns surrounding potential fraud.

If you need to make a return, please contact us immediately.

All returns can be sent to our address:

250 Cumberland Street

Suite 110

Rochester, NY 14605


  • Only one discount can be applied per transaction. Multiple discount codes cannot be combined for a single purchase.
  • Exclusive offers, promotions, or discounts may be provided individually and cannot be combined with codes.


  • If we offer Buy One Get One FREE site-wide, our 15% off Welcome discount code cannot be used in combination with the BOGO FREE offer. The 15% discount code will need to be used on a different purchase.

For an offer to be claimed, ALL ITEMS must be in your cart at the time of checkout. We will NOT add products to your package at the time of shipping or honor requests to ship items separately.

If you experience an issue at checkout please contact us immediately.

For example: 

  • If there is a bundle offer, all items must be in your cart at checkout.
  • If a Buy 1, Get 1 Free offer exists, you must add 2 items to your cart to claim the offer.
  • If a Buy 2, Get 1 Free offer exists, you must add 3 items to your cart to claim the offer.
  • These terms apply to all Buy X, Get X offers of any amount.

Free gifts with purchase are complimentary products offered at $0.00. We reserve the right to change any gift, at any time, including the time of fulfillment. In addition to this:

  • If there is a FREE gift with purchase, with a limit of 1, we reserve the right to remove any additional items added to your cart over the limit of 1.
  • If there is a FREE gift with purchase, we reserve the right to change the gift to another free gift at any time.
  • Refunds are not available for FREE gifts as they are not products that have been purchased.


Pre-orders are processed and shipped 6 - 8 weeks from your order date.

To manage expectations, all expected delivery date timeframes will be clearly listed. While we aim to meet the shipping window, unforeseen circumstances may cause delays.

If there is an issue with your order or an extended delay, we will contact you directly via email.

If you are uncertain about the wait, please refrain from ordering.

Avoid contacting us for order status; any delays or issues will be communicated promptly via provided contact details.

Once ordered, no cancellations, returns, exchanges, or modifications will be accepted. Your order is final—NO EXCEPTIONS. 

Customer Support

Please track your order by going here.

If your order was lost, damaged or stolen please contact us immediately.

Please note that you must complete an affidavit certifying that your order was lost, damaged or stolen.

For orders that have been damaged, photographic proof of the order packaging and damaged product are required.

We are not able to honor claims brought to our attention more than 120 days from the date of shipping.

The Cecilia's House Promise