Help Center

At Well Told, our top priority is ensuring the safety and well-being of our employees, partners, customers, and their families. We are committed to doing all we can to keep our communities safe and to help stop the spread of COVID-19.

Our team has been working from home since the beginning of this crisis, and our manufacturing and fulfillment partners have vigilantly adopted the very latest CDC-recommended best practices to ensure the safety of their employees while continuing to provide the best service possible.

Thankfully, our online stores remain open for business. Due to the additional safety measures we and our partners are taking, orders containing custom items and larger orders may have slightly longer turnaround times than normal (see "How long will it take for my order to ship?" FAQ for the most up-to-date information). As always, our customer experience team is here to answer your questions via email and chat during normal business hours.

We hope you and your families stay healthy, and we appreciate your continued support as we all come together to keep our communities safe and stay connected during these challenging times.

We've got you covered! 

We package each product and shipment as if meant as an amazing gift, and we never include any pricing information. 

Personalized Greeting Cards are available upon checkout. Choose from designs by local artists, or upload your own photos!

Or, include a Gift Note for free, which will be printed on your packing slip. 

At the moment we aren't able to offer gift wrapping, but we are working hard to make it an option!

There are three different shipping options to choose from:

• Economy shipping: $7.95 flat-rate economy shipping (FREE for orders over $50) – arrives in 8-10 business days
  
• Express shipping: $11.95 -- arrives in 3-6 business days
  
• Expedited 2 Day: $39.95 Flat Rate -- arrives in 2 business days

Orders containing ONLY STANDARD, IN-STOCK ITEMS (i.e. no custom items in cart) ship within 2 business days of the order date with the following service options and delivery time frames:

• FLAT RATE / FREE ECONOMY - ships within 2 business days* and arrives within 8-10 business days of order date, with the West Coast, Alaska, and Hawaii being the longest shipping distance. 
  
• EXPRESS - ships within 2 business days* and arrives within 3-6 business days of order date.
  
• 2-BUSINESS DAY - ships same day* (if order placed by 11:00 am EST) and arrives in 2 business days.

*Orders containing CUSTOM / PERSONALIZED ITEMS (Hometown Maps, Custom College Towns, Custom Topography, Custom Side / Bottom Etch, etc) ship out within 1-3 business days of the order date. Please factor in the extra time it takes to process and make your order when considering the best shipping method above to meet your needs.

If there are any issues with your delivery date, please contact us and we will do our best find a solution for you.

We've created this easy tool for you to track your order status here: Track Order Status

We'll also email you a shipping update as soon as your tracking number is generated.

If your status is still unclear, please refer to the below shipping timetables:

Orders containing ONLY STANDARD, IN-STOCK ITEMS (i.e. no custom items in cart) ship along the following timetable:

• FLAT RATE / FREE ECONOMY -- ships within 2 business days and arrives within 4-8 business days of order date, with the West Coast being the longest shipping distance (sorry, Left Coast!). 
  
• EXPRESS SHIPPING -- ships within 2 business days and arrives within 3-6 business days of order date.
  
• 2-DAY and OVERNIGHT SHIPPING -- Expedited 2 Business Day and 1Business Day options are available at checkout if you need your order pronto, and those will ship same day if placed before 11am EST. Please note: 1) these expedited delivery options will NOT be delivered on Saturdays or Sundays, and 2) expedited delivery options will NOT apply to custom items.  

If there are any issues with your delivery date, please contact us and we will do our best find a solution for you.

Unfortunately, we are unable to add additional products to orders that have already been placed. We use a third party to process payments, and for your security we are unable to charge your card for any more than it what is authorized. We do apologize for any inconvenience this may cause.

But don't let that stop you from placing another order! https://welltolddesign.com

If you wish to cancel your order, please take the following steps:

1. Please contact us ASAP!
   
2. In the subject, please type "URGENT -- please cancel order #XXXXX"
   
3. Optional: in the body, please explain reason for cancellation, especially if there might be an alternative solution (e.g. need to change shipping address)
   

NOTE: We will do our best to cancel the order, but there is no guarantee that we will be able to do so in time. Our website and order fulfillment systems are highly automated to be able to pack, ship, and get the products into the hands of customers like yourself as soon as possible. Because of this, shipments are often packed within hours of being accepted.

If your package has already been packed up for shipment, we will not be able to cancel the order. We do however offer full refunds should you return the merchandise. We hope you understand and apologize for any inconvenience this may cause.

At this time, we are only shipping to the United States. 

We are actively looking for distribution partners to sell our products outside of the U.S. The ideal partner will have full-service expertise in importing American-made goods, and have an interest in merchandising/marketing our products to your local customers. Please contact us if you are interested in exploring a partnership. 

The Printed College Town Pint Sets are made and packaged as pairs, so unfortunately, we are not able to split them up at the moment. However, you can have single glasses custom etched (not printed) here: Custom College Town Maps Pint Glass

Due to the way we manufacture and package the Custom Champagne Flutes, they can only be customized as a pair. Sorry we can't accommodate your request. We hope it doesn't dissuade you!

We will not stand for this injustice...We will send a replacement right away!

Please take the following steps so we know what and where to send it:

1.    Please contact us.

2.    Type "Damaged Shipment" in the subject line.

3.    In the body, tell us 

a.    your order number;

b.    what item(s) were broken; and

c.    what address we should send replacements (if different than the original shipment).

4.    Attach a photo so that we can file an insurance claim with the shipping carrier.

5.    Carefully discard the broken items.

That's it! 

Customer satisfaction is guaranteed...If there is something wrong with the product or you do not like it for any reason, we will happily send you a replacement or you can return it for a full refund.

*** NOTES ON GLASS ETCHING 

• Residue or Dust on Glass - We brush and wipe down each glass to make them spotless when they leave our warehouse. Occasionally, during shipping some additional glass etching will come off creating glass residue or dust. This is normal and we recommend washing before first use.  
  
• Glass Texture - The etching process permanently alters the glass and leaves a texture when holding it in your hand. It should NOT be rough to the touch. If this is the case, try washing the glasses once or twice or scrubbing them with a nylon bristle brush or non-scratch pad.
  
• Design is Fading - The final etch is permanent and will never wash away. However, sometimes the etching process can create glass residue which remains on the glass but will come off after the first wash, giving the appearance that the design is fading or washing away. This is a normal one-time event, and the etch that remains will never wash away.    

If those tricks don't work and you are still unsatisfied, please contact us about a replacement or refund.

1.     In the subject, please type "quality replacement/refund order #XXXXX"

2.     In the body, please explain the problem

We make every effort to accurately describe and photograph our products, and we hope that they exceed your expectations upon delivery! There may be slight color variations depending on your computer, tablet, or mobile device; and there may be slight variations in our engraved products due to the intricate nature of our designs and the engraving process. However, customer satisfaction is guaranteed! If there is something wrong with the product or you do not like it for any reason, we will happily send you a replacement or you can return it for a full refund. Please contact us here.

Return, Exchange, and Refund Policy

Sometimes things just don't work out, it happens!

Returns:

Standard, In-Stock, Inventory Items (i.e., Not Custom or Personalized) may be returned to us within 30 days of receipt for a refund of the product cost. There is a return fee of $7.95 associated with the pre-paid return shipping label.
 

Exchanges:

Standard, In-Stock, Inventory Items (i.e., Not Custom or Personalized) may be exchanged within 90 days of receipt for a store credit to use toward your next purchase. The pre-paid return shipping label is free.

Note:

• Item(s) being returned for a refund or exchanged for store credit must be received by Well Told in the original, undamaged condition and in the original packaging before the credit or refund will be made.
• Please do not return item(s) that were damaged upon receipt.
• Well Told cannot accept returns or exchanges for Custom and Personalized items unless the item is defective or was damaged upon receipt. Contact us with a photograph and description of the defect or damage to initiate a refund or replacement.

To initiate a return or exchange please visit here: Returns& Exchanges

Oh no, we may have messed up! We are so sorry for the inconvenience. We are human and we work with other humans to package up your orders, so sometimes mistakes can happen.

1. Please contact us so we can determine how to proceed.
   
2. Type "Wrong or missing items in shipment" in the subject line.
   
3. In the body, tell us which parts of your order we got right, which were wrong, and which were missing. If you a received an incorrect item, please include the product name and number labeled on the bottom of the item (We want to make sure that we don’t have mislabeled items!). Please do not discard the incorrect items, as we may send you a return shipping label.
   

ETCHED GLASSWARE:

Because our etching process alters the glass, the final etched design is permanent. All of our etched glassware is 100% dishwasher safe and very sturdy for everyday use. The etched glassware will last wash after wash without any fading of the design, so use them often!

INSULATED DRINKWARE:

In order to preserve optimal product performance, we recommend hand-washing all of our Insulated Drinkware. Putting insulated products in the dishwasher can compromise their ability to retain drink temperature for the maximum amount of time.

PRINTED PINT GLASSES:

Although our Printed Pints are designed to withstand hundreds of cycles through the dishwasher, we strongly recommend hand-washing them to preserve their lifespan.

GOLD LEAF:

Because the glassware in our Gold Leaf Collection is gilded with real 22-karat gold leaf using a special ink and printing technique, we recommend always hand-washing these glasses.

COPPER:

Because they are made from 100% copper (our Copper Mug isn't merely copper-lined or plated like most others on the market - each mug is spun by hand of solid copper), we strongly recommend strictly hand-washing all products from our Copper Collection. Copper will naturally age and patina over time. You may polish them as needed.

Our products are designed and made in the USA whenever possible!

Our entire product and packaging offerings are designed by us in the USA.

All of our glassware is made and etched in the USA.

All of our slates are made and etched in the USA.

Some of our base materials like our insulated drinkware and flasks are imported and then etched in the USA.

We design all of our packaging in-house, and work with exclusively with U.S.-based companies to use post consumer waste based cardboard whenever possible.

We've designed our individual glassware and serve ware boxes to show off our products well, both in the order that you receive on your doorstep and on a store shelf. We have a lot of fun creating our packaging and hope you enjoy it as well!

The mugs are made of thick glass but there is some heat transfer when dealing with hot liquids. For a normal cup of coffee the sides will get slightly warmer (perfect for cold days!). However, if you were to pour boiling water into the mug (for your Black and Herbal teas), the sides would be a little too hot to handle. But have no fear, the handle always stays cool!

The mugs are microwave safe for heating drinks.

Each of our slate servers is a natural piece of rock with variations in color and texture, making each one a unique piece. Our slate is very strong, but it can break or chip if dropped or hit. To clean the slate, we recommend wiping with a sponge or soft cloth. The slate is not oven or microwave safe and please do not use it as a cutting board. All of our slate products hail from the great state of Vermont!

All orders over $50 qualify for free Standard Shipping. This discount is automatically applied at checkout.

We also offer seasonal discounts from time to time, most notably at the start of the holiday shopping season. Visit our homepage to see our current offers!

Yes! We sell in a number of gift shops all over the US. Please check our store locator to see if we are in a store near you.

Have a favorite local shop that you think would be interested in our products? Contact us to let us know where!!

Great question! We do not have a phone support number at the moment. We are a small team and often are pulled in a number of different directions, so we have found that electronic contact works best for us. That way, whoever is free at the moment can tackle any questions that may come up rather than making you wait to have someone call back if we aren't available right away. Rest assured, we will get back to you as soon as we possibly can to figure out any issues you may be having.

We've created this knowledge base in an attempt to answer any questions you have first, and if that doesn't get you what you need please Email Us and we'll do our best to find a solution for you.