FAQ
What is Proud & Loyal?
Proud & Loyal creates personalized apparel, drinkware, home accents, bags, accessories, and gifts that celebrate heritage, culture, and the places that shape our stories.
Our designs are inspired by where you're from, where you've been, and where you're going—giving you a personal way to celebrate the countries, cultures, and connections that matter to you.
Proud of where you're going. Loyal to where you're from.
1. Are your products made to order?
Yes. Most Proud & Loyal products are made to order, meaning your item is produced after you place your order rather than being pulled from pre-made inventory.
This allows us to offer a wider variety of designs and personalization options while creating each product specifically for the customer who ordered it.
2. How do I personalize an item?
Products that offer personalization will display the available options directly on the product page.
Depending on the item, you may be able to customize details such as names, initials, countries, locations, family names, or other design elements.
Enter or select your personalization before adding the product to your cart. Please check all spelling and selections carefully before completing your order.
3. Can I preview my personalization before ordering?
For products that offer an on-screen personalization preview, you'll be able to see your customized design before completing your purchase.
Please carefully review the preview as well as the information you've entered. Make sure names, initials, spelling, countries, and other selections are correct before submitting your order.
4. Can I change my personalization after placing an order?
Contact us as soon as possible if you notice a mistake or need to request a change.
Because our products are made to order and can enter production quickly, we cannot guarantee that personalization can be changed once production has begun.
5. How long does it take to make my order?
Most orders are produced and prepared for shipment within 2–7 business days.
Production times may vary depending on the product, availability, order volume, holidays, and seasonal demand.
Please remember that production time is separate from shipping time.
6. How long does shipping take?
Shipping times vary depending on your destination, the products ordered, and the shipping method available for your order.
Available delivery estimates are provided during the ordering process. Once your order ships, tracking information will be provided when available.
Please remember that estimated delivery dates are estimates rather than guaranteed arrival dates.
7. Why did I receive only part of my order?
If you ordered multiple products, they may occasionally be produced and shipped separately.
This means one item may arrive before another even though they were purchased in the same order. When available, you'll receive separate tracking information for individual shipments.
8. Can I return or exchange an item?
Because our products are made to order, we generally do not accept returns or exchanges due to a change of mind, incorrect size or color selection, incorrect product selection, or incorrect personalization submitted when ordering.
Please carefully review product information, sizing, colors, and personalization before completing your purchase.
For complete details, please review our Shipping & Returns Policy.
9. What if my order arrives damaged or incorrect?
Please contact us within 30 calendar days of delivery if your item arrives damaged, defective, or incorrectly produced.
Include your order number, a description of the issue, and clear photographs showing the product and the problem. If the shipping package was also damaged, please include photographs of the packaging.
Eligible issues may be resolved with a replacement or refund, depending on the circumstances.
10. What if my package doesn't arrive?
If a U.S. domestic order has not been delivered within 30 calendar days of its expected delivery timeframe, or an international order has not been delivered within 45 calendar days, please contact us promptly so we can investigate.
Please report an undelivered package within 7 days after the applicable 30- or 45-day period.
11. Will the colors look exactly the same as they do on my screen?
We make every effort to represent our products and designs accurately, but slight color differences may occur.
Colors can appear differently depending on your screen settings, device, lighting, product material, and production process.
Products made from natural materials such as wood and slate may also have natural differences in grain, color, texture, and appearance. These variations are part of the character of the material and are not considered defects.
Still Have a Question?
We're happy to help. Visit our Contact Us page and include your order number if you're contacting us about an existing purchase.
Proud & Loyal
Own Your Story.