Caden Lane

We are sorry for the inconvenience this has caused you! While duties are sometimes included, you can see on your order confirmation email that duties were not paid on your order. We unfortunately are not able to by pass governmental duties, we are so sorry!

Hi there, I’m really sorry to hear how frustrating this experience was, especially with something meant to be a special Easter activity for your kids. We completely understand how disappointing it is when timing doesn’t line up the way you expected. I do want to help clarify what happened with your order. The fabric markers and Easter bags were shipped separately because the bags are personalized items, and those are fulfilled on a different timeline than ready-to-ship products. This is noted in the order confirmation email so families know items may arrive in separate packages. Regarding shipping, while expedited service was selected, our Easter delivery cutoff to guarantee arrival by the holiday was March 22. Since your order was placed on March 31, the personalized bags required production time before they could ship. They were completed and shipped late April 1, picked up on April 2, and delivered on April 6—arriving within the 2–3 business day expedited shipping window once in transit. We hear your concern about the shipping cost and timing, and we’re truly sorry this impacted your Easter plans. That’s never the experience we want for our customers, especially for moments as meaningful as holidays. We appreciate you taking the time to share your feedback—it’s taken seriously and helps us continue improving both our communication and processes moving forward.

Oh no, I see out Customer Service team has responded to your email on Monday and again on Tuesday! Please check your junk mail as sometimes emails are sent there.

I’m so sorry for the frustration, I completely understand your concern. I took a look at your order and can confirm that two of the items were purchased as pre-order items, which is noted in your order confirmation email. The good news is that the rest of your order has already shipped and should be arriving very soon, yay! 🎉 If you have any trouble locating your tracking details or need anything else at all, I’m here and happy to help.

We’re so sorry for the inconvenience this caused and hate to hear how frustrating your experience felt. We always aim to be as transparent as possible, including sharing backorder details on our product pages. We do offer returns for store credit, which do not incur a return shipping fee, and understand that may not have been the solution you were hoping for. Your feedback truly means a lot to us, and we’ll be sharing it with our team as we continue to improve our experience. 💛