FAQs

WHEN WILL MY ORDER SHIP OUT?

We process all orders within 24-48 hours. Personalized orders ship within 3 business days.

WHEN WILL I RECEIVE MY ORDER?

USA Domestic orders:

Standard shipping generally takes 3-5 business days from the time your order is shipped from our fulfillment centers to reach your US destination.

For any questions about specific shipping times or your order status, please email us at hello@rubyloo.co

WHEN WILL I RECEIVE TRACKING FOR MY ORDER?

USA Domestic orders:

When your order ships you will receive an email with your tracking number included.

DO YOU SHIP INTERNATIONALLY?

Sorry, at this time we are not set up to ship internationally.

CAN I RETURN MY MERCHANDISE?

Yes! We want you to love your Rubyloo purchase. Eligible, non-personalized items may be returned within 30 days of delivery for a refund. Return Policy

Items must be unworn, unwashed, unaltered, undamaged, and in saleable condition with original tags and packaging, if applicable.

Customers are responsible for return shipping costs for standard returns. Original shipping charges are non-refundable.

Please send eligible returns to:

Rubyloo Returns
226 Calle Manzanita
Santa Barbara, CA 93105

Once your return is received, please allow 7–10 business days for processing.

CAN I RETURN OR EXCHANGE A PERSONALIZED ITEM?

Because personalized items are made especially for you, all personalized products are final sale and cannot be returned, exchanged, or refunded.

Please review names, spelling, dates, and other personalization details carefully before placing your order. Rubyloo is not responsible for personalization errors submitted by the customer.

Of course, if your personalized item arrives damaged or defective, you receive the wrong item, or Rubyloo made an error with your personalization, we'll make it right.

WHAT IF THERE'S A PROBLEM WITH MY ORDER?

If any Rubyloo item arrives damaged or defective, you receive the wrong item, or we made an error with your personalization, please email hello@rubyloo.co within 7 days of delivery.

Please include your order number, photos clearly showing the issue, and photos of the packaging, if applicable.

If your claim is approved, Rubyloo will cover the return shipping cost and provide a prepaid return label if a return is required. Depending on the issue, we'll provide a replacement or refund.

Please contact us before returning an item with an issue so we can help you determine the best next step.

CAN I EXCHANGE MY MERCHANDISE FOR SOMETHING ELSE?

For eligible, non-personalized merchandise, an exchange is a simple two-step process:

Return your original item following the instructions above.
Place a new order for the item you'd prefer.

Customers are responsible for return shipping costs for standard exchanges.

Personalized items cannot be exchanged.

WHAT HAPPENS IF I ORDER SOMETHING OUT OF STOCK?

We work hard to prevent this from happening. Occasionally, however, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to your credit card for any items we cannot ship. We will also contact you to let you know that we have modified your order.

FOR ANY CUSTOMER SERVICE INQUIRES NOT ANSWERED ABOVE, YOU CAN CONTACT:

hello@rubyloo.co

We attempt to answer all inquiries within 24 hours of receipt and appreciate your patience.