Frequently Asked Questions
Got questions? You’re in the right place!
This section covers the most common questions about our shipping, processing times, custom requests, and shop policies. We’ve gathered everything here to make shopping with us as simple and stress-free as possible.
If you don’t see your answer here, feel free to reach out through the chat bubble or contact page, we are always happy to help!
Orders and Shipping
What is your shipping policy?
What is your shipping policy?
All orders are processed in the order they are received. Please allow 5–7 business days (Monday–Friday, excluding holidays) from your purchase date for your order to be prepared and shipped.
Your products are carefully packaged with bubble wrap and shipped in poly mailers and/or boxes to ensure they arrive safely. We take every precaution to protect your order during transit.
How long will it take for my order to arrive?
How long will it take for my order to arrive?
Shipping times with USPS can be unpredictable. Once your package has been handed to USPS, we have no control over delivery speed or tracking updates.
We do not offer refunds or replacements for orders delayed in transit.
What payment methods do you accept?
What payment methods do you accept?
We accept all major credit cards, PayPal, Google Pay, Apple Pay and Shop Pay
When will my items be delivered?
When will my items be delivered?
USPS Ground Advantage generally delivers packages within 2–5 business days across the U.S.
Delivery speed depends on factors like the origin and destination, drop-off timing, and distance.
For very remote locations (e.g., Alaska, Hawaii) or items requiring special handling, delivery may take longer than 5 days.
My package is lost. What should I do?
My package is lost. What should I do?
All USPS packages include insurance coverage up to $100. Once USPS takes possession of your package, they are responsible for delivery. While we cannot be held liable for lost or missing mail, we are happy to help facilitate communication with USPS if needed.
If your package appears lost, please first contact your local post office, check with neighbors, or file a Missing Mail Claim through USPS: USPS Missing Mail Claim.
If your tracking number shows the package as Delivered, but you have not received it, you must reach out to your local post office immediately.
Please note: We do not issue refunds or send replacements for orders that USPS marks as Delivered.
Return Policy
What's your return & exchange policy?
What's your return & exchange policy?
Because each badge reel is custom-made to your specifications, all badge reels are considered final sale and cannot be returned or exchanged.
Can I make changes to or cancel my order?
Can I make changes to or cancel my order?
Yes! Changes or cancellations are available within 48 hours of placing your order. Please reach out by email at hello@smalltownsunshine.co or use the chat bubble on our site to submit your request.
Common Questions
Do you have a warranty?
Do you have a warranty?
We want you to love your order! Please inspect your items upon delivery and contact us immediately if they arrive damaged, defective, or incorrect.
Our badge reels are sourced from top-quality suppliers, and each mechanism (clip, closure, and retraction) is tested multiple times before your product is created. While issues are rare, we offer a 3-month warranty on badge reel mechanisms, starting from the date your order is marked as delivered in USPS tracking.
To request a warranty replacement:
- Email hello@smalltownsunshine.co within 3 months of delivery.
- Include a clear photo of the broken reel with the attached badge topper visible.
If your original design is still in stock, we’ll send an exact replacement. If it’s unavailable, you may choose any design of equal value. Warranty replacements ship within 3-5 business days.
Do I have to purchase a badge reel base?
Do I have to purchase a badge reel base?
You don't! If you already have a badge reel with a hook and loop closure (aka: rough velcro attachment) then all you need to purchase is our badge toppers.
Keep in mind, not all hook and loop brands are created equal. We cannot guarantee that our toppers will work with the products of other badge reel companies.
Do you combine orders?
Do you combine orders?
Combined shipping is available only for multiple orders placed on the same day and by request only.
If we are not contacted in advance, orders placed separately will be shipped separately.
Do you offer custom orders?
Do you offer custom orders?
Custom embroidered job titles are open in the Pastel Lettering style only (found in the Job Title shop category). Please use the chat bubble or email us directly to discuss mockups and production timelines.
Due to the high volume of daily orders, we cannot accommodate other designs for customs.
All other custom requests (including color changes or brand-new designs) are closed.
I forgot to use my coupon code, now what?
I forgot to use my coupon code, now what?
Unfortunately, coupon codes cannot be applied retroactively once an order has been placed. Please be sure to enter your code at checkout to take advantage of promotions or discounts.
Do you offer gift wrapping?
Do you offer gift wrapping?
Yes! You can add one of our beautiful upcycled sari gift pouches to your order. You can find them here.
Something is wrong with my order. What do i do?
Something is wrong with my order. What do i do?
We are so sorry to hear this! Please reach out through the chat bubble or the contact form on the website or email us at hello@smalltownsunshine.co and we will get back with you within 24 hours to correct our mistake!
Do you ship internationally?
Do you ship internationally?
At this time we do not ship internationally.