FAQ
Hello and welcome!
Please check out our FAQ below, which covers everything from shipping to shopping the site. If you have a question that’s not answered here, feel free to email us at at consumersupport@hbgusa.com.
Have a question about your order?
Business hours are Monday through Friday, 8:30 a.m. to 5 p.m. (EST). If you have any questions or need help with your order, please email: consumersupport@hbgusa.com. We are closed Saturday and Sundays and all major holidays. If you contact us regarding your order outside of those hours, we'll get back to you as soon as we can the following business day.
Tracking Orders
How can I track my order?
Once your order ships, you’ll receive an email confirmation with tracking to the email provided on the order. If it’s outside of our expected processing window and you still don’t see it, you may need to check your junk mail folder before contacting us. Tracking can also be found in the order information on your account, log in here.
Unfortunately, USPS isn’t required to scan all First-Class and Priority shipments upon arrival at each destination, which means the tracking info can be fairly unreliable. Contacting the carrier directly is often the easiest and quickest way to obtain tracking updates for your package.
Tracking shows as Delivered but haven’t received it?
Sometimes tracking information is updated by carriers prior to delivery, so your package may arrive in the next day or so. Contacting the carrier directly is often the easiest and quickest way to obtain tracking updates for your package. If you’re still waiting for your package, please feel free to contact us we’ll do our best to help provide an update.
Making Changes
Unfortunately, we are unable to make any changes to orders after they’ve been placed.
I forgot to add a coupon code to my order, can you apply it for me?
Oops! Unfortunately we aren't able to apply coupon codes after an order has been placed.
Can I change my Shipping Address after my order is placed?
Unfortunately, we are unable to change the shipping address after you have placed your order. To ensure your item arrives at the correct location, please make sure your shipping address is accurate when placing your order. If you anticipate moving near the time of the publication date, we recommend using your new shipping address at the of checkout.
Can I change the shipping service I selected after my order is placed?
Unfortunately, we are unable to make any changes to orders after they’ve been placed.
I’d like to add to my existing order, can I do that after it’s been placed?
Sadly, we cannot add or remove items from orders once they’ve been placed.
Cancelling Orders
Once you place an order it cannot be canceled. If you do not wish to keep the item(s) ordered, please follow the instructions above under Return Policy.
Returns
See Returns Page for details
Orders Placed as Gifts
Can I include a gift message with my order?
Yes, at checkout you can add a gift message up to 240 characters.
If I enter a gift message with my greeting card order, will you write it in the card?
Unfortunately, no, we’re unable to hand write gift messages, but your message will be included on the printed packing slip.
Mix + Match Deal
I’m trying to order 6 or more greeting cards (or 2 or more postcard books), but I don’t see the discount in my shopping cart.
Don’t worry, if you buy 6+ greeting cards of any combination the price should drop automatically to just $3.75 per card! Additionally, one postcard book will be discounted to $6 for every second one purchased at full price. No coupon code needed!
Okay, well, I added 6 or more cards (or 2 or more postcard books) to my cart and the price didn’t drop!
We’re sorry to hear that. There could be a few reasons why the discount didn’t apply correctly:
- The 6+ greeting card discount only applies to regularly priced cards. You’ll need to order 6 or more regularly priced cards ($5.00 each) for the discount to apply automatically. Same for the postcard books, it applies to 2 or more regularly priced postcard books ($12.00 each) for the discount to apply automatically.
- Sometimes if items are added to your cart too quickly the discount won’t be triggered. Please try updating your cart and giving our magical app a chance to do its thing.
- If the discount still isn’t applying, please try a new browser or clear your cache on your current browser.
- If the discount STILL isn’t working for you, please free to contact us before you complete your order and we’ll see what we can do to help. Kindly note, we’re always happy to help with questions about this Mix + Match deal, but, sadly, we cannot refund for discounts after an order has been placed.
Want to know more about Em + Friends?
No problem! Please visit our About Us page.
Wow, that was so cool and interesting! But now I’d like to know more about Emily McDowell the person!
We’ve got you covered again! Please check out the Meet Emily page.
Will you draw something special for my uncle's graduation/nephew's bar mitzvah/BFF's divorce party?
Sorry, we're unable to take on custom work.
Can you customize colors or change a word on something for me?
Unfortunately, we're not able to change or customize any of our products. Hopefully you'll still be able to find something you like!
Will you guys ever make t-shirts? I really want t-shirts.
Never say never! We’ve gotten this question for years…stay tuned, and if anything changes, you’ll be the first to know.
I have a genius idea for a product/book/thingy, can I send it to you?
Unfortunately, we’re currently unable to accept unsolicited submissions (aka book manuscripts, product ideas, journal concepts, etc.).
But please keep on keepin’ on and create all the cool stuff anyway! (That’ll show us.)