Help Center

Choose your options on the product page, then fill in the personalization fields, such as names, dates, photos or a message. Many products show a live preview as you type. Please check everything carefully before adding to cart, because we make your gift exactly as entered.

Yes. Many products show a live preview while you fill in your details; tap Preview to see it. The finished product can look slightly different in color, because screens and materials vary.

Use a clear, well-lit, high-resolution photo with faces in focus. Avoid screenshots, blurry photos or heavy filters.

Open a support ticket within 4 hours of ordering with your order number and the correct details. After 4 hours your order is in production and can’t be changed.

Yes, within 4 hours of placing it. Open a ticket, choose Modify Order or Cancel Order, and add your order number. After 4 hours, changes and cancellations aren’t possible. See our Cancellation & Modification Policy.

Within 4 hours of ordering, open a ticket with your order number and the new address.

Design changes can add 1–2 days to processing, and we can’t guarantee the original delivery date for modified orders.

Delivery time is processing time (2–5 business days) plus shipping time: 7–14 business days to the United States, 10–20 business days to Canada, Europe and Australia, and 15–30 business days to other regions. See Shipping & Delivery.

Yes, we ship worldwide. International orders may be charged customs duties, taxes or import fees by the destination country, which are paid by the customer.

No, we don’t ship to P.O. Boxes or APO/FPO/DPO addresses.

Open a support ticket before your order ships and ask about express shipping.

We email a tracking number when your order ships. Use our Track Order page, or sign in to your account with your checkout email to see the status of every order.

Check your spam or promotions folder and search your inbox for “SoWood”. Still nothing? Open a ticket with the email address you used at checkout.

It can take a few days for the first carrier scan to appear. If your package is past its estimated delivery date, open a ticket and we’ll look into it.

You can pay with any of these methods at checkout:

Enter your code in the Discount code field at checkout. If it doesn’t apply, check the code’s expiry date and conditions, then open a ticket if you still need help.

Sign up for our newsletter at the bottom of any page to unlock 10% off and hear about new gifts and offers.

Yes. Payments are processed through Shopify’s secure checkout. We never ask for your card details by email, chat or social media.

Because every item is personalized and made to order, we don’t accept returns. If your item arrives damaged, defective or wrong, we’ll refund or replace it.

Open a ticket within 7 days of delivery with your order number, clear photos or a video of the issue, and a photo of the shipping label. Once verified, you can choose a refund or a free replacement.

Change of mind, minor color differences from the preview, size differences within tolerance, requests made more than 7 days after delivery, and problems caused by incorrect shipping details. Read the full Refund & Replacement Policy.

If your order hasn’t arrived within the estimated delivery time, open a ticket and we’ll resend it or refund you, whichever you prefer.

Wipe with a soft, dry cloth. Keep wood away from water, high humidity and long periods of direct sunlight, which can warp or fade it.

Use a soft microfiber cloth with a little mild soapy water. Avoid paper towels, glass cleaners and alcohol, which can scratch or cloud acrylic.

Make sure the cable is fully plugged in or the battery is charged, and check the switch on the base. If it still doesn’t work, open a ticket with a short video.