Frequently Asked Questions
General FAQ
What is your turnaround time?
Once we receive payment, we do our best to process orders within 3-7 business days. However, Made-to-Order items typically take 10-14 business days to process. Orders that include both ready-to-ship and made-to-order items will follow the made-to-order timeline. These timeframes may be longer during holidays and can also depend on our current production schedule. Once your order is processed, tracking information will be provided and your order will be shipped. The timeframe for delivery will then be based on the carrier you selected at checkout. Please keep in mind, business days do NOT include weekends or holidays and day 1 is the first business day following the day the order is paid for in full.
Note: Some items may ship separately.
How will I receive the Digital Designs I purchased?
Once payment has been completed, you will receive a link via email to download your digital file. The download link will automatically be sent to the email address you provide. If you do not see it, please check your junk/spam folder. You will not receive a physical product.
Do you accept returns or exchanges?
We do not accept returns, exchanges, or cancellations and all sales are final. However, if you believe you have received defective or incorrect merchandise, please click here to view our full refund policy then reach out to us in one of the following ways:
- Use the Chat feature on our website
- Fill out the form in the Contact Us section on our website
- Send an email to hello@starlamakesit.com
Are you able to send me a proof before shipping out my product?
We do not send any finished engraved and/or cut proofs. The only proof we can send, if requested, is a digital design proof on certain items.
How do I get in touch with you?
Please fill out the form in the Contact Us section on our website or send us an email at hello@starlamakesit.com.
Custom Items
Are you able to create a custom item or design?
Yes, we'd love to. Please reach out to us and we would be happy to work with you on a custom item and/or design. Please note, a design fee may apply depending on the complexity of the item and/or design.
Are you able to engrave my logo?
Yes, we can. Please see file requirements below.
What are the artwork requirements for custom engraving?
1. High Resolution Files Work Best
High quality files work the absolute best with our laser and produce the best results. Lasers will etch/engrave your artwork out in the quality it came in. We can only help it out so much if we trace a non-vector file (Raster) into a vector file if needed, but it may lose detail. So your artwork should always be uploaded as a Vector file such as an .eps, .ai, .svg , .pdf.
2. Black and White Artwork
Your artwork should be in black and white when uploading your file. Black is the part that will be etched/engraved and white will be left blank as unmarked material. So be sure to keep that in mind when designing because it can make all the difference in the world when lasering your piece.
Artwork Proofs
If you'd like to a Digital Proof to review/approve before production begins, please request at time of order. If you choose this option, please know that production will not begin until you respond giving approval.
Other Artwork Requirements
- Spelling must be correct as we will etch or engrave your spelling exactly how it is provided.
- Artwork should be at least 300dpi, this makes it easier for us to make changes or adjustments to the quality of your design.
- Again, please make sure to upload your artwork with only 2 colors. BLACK (#000000) as the engraved image and WHITE (#FFFFFF) as the background.
- Artwork adjustments may have an additional $20 fee.
Wholesale Orders
Are the items on your website available for wholesale?
Yes, all physical items on our website are available for wholesale purchase. Please reach out to us directly via email at hello@starlamakesit.com and we can provide you with minimum requirements for placing a wholesale order.
Can you do custom Wholesale Orders?
Yes, please reach out to us directly for any custom wholesale orders. You can also find artwork requirements under "Custom Items" above.
Do I have to be a business owner to place a Wholesale Order?
Yes, we only extend wholesale pricing to someone who has a shop (brick & mortar or online), can provide a state resale license, and is going to resell the item(s) as is.
NOTE: California businesses will be charged sales tax on wholesale orders unless they provide a valid resale certificate form, CDTFA-230 (General Resale Certificate).
Shipping
Do you ship Internationally?
We currently only ship within the United States.
Do you offer local pickup?
Yes, local pickup is available in Tracy, CA. Please select the local pickup option at checkout. An email with the address and pickup instructions will be emailed to you when your order is ready.
You can view our full shipping policy here: Shipping Policy
Hats
How are the patches applied?
If the hat patch is not sewn on, it will be adhered using a heat activated adhesive with an industrial hat heat press.
What materials are used in making the hat patches?
Please refer to the product description as we use real leather (veg-tanned leather), leatherette (faux leather), or embroidery depending on the hat patch we are making.
Leatherette Hat Patches
What are the application instructions for the leatherette hat patches?
- Temperature: 280 Degrees
- Pressure: Medium
- Time: 10-15 Seconds
- Pre-press item you will be adhering the patch to for 5-10 seconds to remove moisture
- Remove paper backing from hat patch, place patch where you want it, cover patch with teflon sheet or parchment paper, and press with heat press.
- Let it cool before checking if patch is well applied
Cutting/Charcuterie Boards
Why is the engraving on my board lighter or darker than what is shown on your website?
Because our boards are made of all natural woods, the engraving will vary depending on the specific grains of that board. Each board will be unique and one of a kind.
Do you apply any finishes to your cutting/charcuterie boards?
We use Howard Products Cutting Board Cleaner, Cutting Board Oil, and Butcher Block Conditioner after engraving. Information on their products can be found here: Howard Products
Wood Cutout Products
I noticed an imperfection on my finished good. Why is that?
Each wood sheet is milled down from large pieces of lumber. Occasional imperfections such as knots, slight roughness, grain patterns, or difference in color is common with natural real wood.
Why is the engraving on my item lighter or darker than what is shown on your website?
Because our wood sheet items are made of all natural woods, the engraving will vary depending on the specific grains of that wood sheet. Each item will be unique and one of a kind.
Product Care
How do I care for products I purchase from Starla Makes It?
Please click here to visit our Product Care page.