What are your office hours?
Our office hours are Monday - Friday, 9am - 4pm EST, excluding US holidays. All emails and questions are answered during these hours. We respond to most emails within 24 hours.
Where is Anna + Pookie located? Where will my product ship from?
Anna + Pookie is based out of Oxford, GA USA (a suburb of Atlanta, GA). All items ship from our shipping department located in Oxford, GA 30054.
What is your return & exchange policy?
Anna + Pookie is committed to exceeding your expectations and we go to great lengths to carefully select, design, display, and ship our beautifully crafted/curated products in a safe and timely manner. Due to the nature of our products, we do not accept returns or exchanges for items once they have been shipped. We do offer replacement for orders damaged upon arrival, or wrong item shipped.
Any damages/losses will be handled on a case by case basis, and all sales are final.
If an item should arrive damaged we must be notified as soon as the item arrives up to 48 hours upon arrival so that you can be sent a new item. Please do not discard any damaged products unless explicitly instructed to do so in writing. Please do NOT throw any packaging away as it is necessary to file a claim with the USPS or FedEx. Please submit a photo showing the damage as well as your order number to: firstname.lastname@example.org and we will get back to you shortly!
I have multiple coupons, can I use them all?
You may only use 1 discount code per order. Free shipping promotions are considered a coupon and cannot be applied to orders with additional coupons.
How and when do you ship your items?
Our shipping department takes extra care in shipping each and every item for our shop. All items are shipped either USPS, FedEx, or UPS. Your item will ship within 1-3 business days. Most items are shipped the next business day, except for any items that are pre-sale. If an item is a pre-sale item it will be noted in the listing and is available for purchase before it hits our warehouse. Anna + Pookie is not responsible for items lost in the mail. If you choose First Class (No Tracking) as a shipping option, Anna + Pookie is not responsible for items lost in the mail and cannot provide shipping updates for you. Please contact your local post office if you have not received your item 7 days after it is shown shipped. This is a less expensive shipping option that does not include tracking. If you wish to have tracking please select another shipping option. Any free shipping coupon is valid on US standard shipping only.
I put in the wrong shipping address, how can I get it fixed?
We ask for you to look over your order before you submit it to us to make sure all information is accurate. If you put in a wrong shipping address, please contact us as soon as possible so we can catch your item before it goes out. Unfortunately, if your item has already shipped and we cannot catch it in time, a new order will need to be placed.
I want to purchase many of your items for an event, can you ship them to each individual?
We can! Each item will need to be purchased separately so that shipping is accurate for your order. If you'd rather order all at once and hand them out yourself, you can place 1 large order.
I'm not in the US, am I responsible for customs and duty taxes?
Yes, each customer is responsible for any fees, duties, or taxes that they may incur when shipping to countries outside of the US.
Do you take custom requests?
At this time we are not taking custom requests for items.
Where are your products made?
Our items are all designed in the USA. Many are made right here in the USA! Others are designed here and imported.
I am not sure how to care for my travel mugs, how do I wash them?
All travel mugs come with a care card from Anna + Pookie to remind you to wash them in lukewarm water with a non-abrasive cloth. To keep your travel mug looking it's best, we recommend hand washing.
Your coffee mugs say "bone china" are they real bone?
They are not real bone and are not made with any animal products. They are Vegan approved! They are a Fine Luxury China.
How do I care for my new product?
All care instructions can be found in each product's listing.
Where did your company's name come from?
Anna + Pookie, is named after the childhood nicknames loving given to company owner, Andrea and her big sister Angelique (Anna).