FAQs

This means that the tracking information hasn’t been updated in the online tracking system in time, though the actual order status may have already been updated. Please try again later to see if the information has been updated. If there is no movement within a week, please feel free to contact us at support@bypromise.com.

If your order hasn't shipped yet, please email  support@bypromise.com with your order number and updated address.
If your order has already shipped, we’re sorry — we won’t be able to change the shipping address.

Unfortunately, shipping costs are non-refundable, unless we shipped the wrong item or the product has a quality issue. Our 99-day returns policy begins the day you place your order. For full details, please refer to our [Returns Policy].

Each piece is made to order with care. After placing your order, please allow 1–5 business days for processing. Once shipped:

• Standard Shipping takes approximately 5–10 business days.

• Expedited Shipping takes about 4–7 business days.

By Promise offers two delivery options: Standard Shipping and Expedited Shipping.

• Orders over $55 enjoy free Standard Shipping.

• Orders under $55 pay $5.99 for Standard Shipping.

  If you need your custom piece sooner, we recommend choosing Expedited Shipping: $29.99

• The exact shipping cost for certain remote areas will be confirmed at checkout.