Shipping policy
Shipping Policy
Hello Caramelo LLC Last updated: July 2026
Every Caramelo piece is illustrated and printed to order in our small studio in Torrance, California. Because nothing is pre-made and sitting on a shelf, your timeline has two parts — production and transit. Here's exactly how it works.
Your Timeline at a Glance
| Stage | Timing |
|---|---|
| Proof sent to you | 1–3 business days after your order |
| Your review & approval | Up to you (we'll wait) |
| Production | 2–4 business days after you approve |
| Transit | 2–7 business days depending on method |
| Typical total | 7–14 business days |
Important: production time begins only after you approve your digital proof — not when you place your order. The faster you approve, the faster your piece ships.
Production Time
Once you approve your proof, we illustrate, print, inspect, and pack your piece. Standard production is 2–4 business days.
During peak seasons — particularly November and December, Mother's Day, and Father's Day — production may extend to 5–7 business days. We post current timelines on our site during busy periods.
Business days are Monday through Friday, excluding U.S. holidays.
Shipping Methods & Rates
We ship nationwide within the United States via USPS and UPS. Rates are calculated at checkout based on your address, package weight, and the method you select.
| Method | Transit time (after production) |
|---|---|
| Standard | 3–7 business days |
| Expedited | 2–3 business days |
| Local pickup (South Bay, LA) | By appointment |
Transit times are carrier estimates, not guarantees, and begin the day your package leaves our studio — not the day you order.
Expedited shipping speeds up transit, not production. If you need an order by a specific date, please email us at hello@hellocaramelo.com before ordering so we can tell you honestly whether it's achievable.
Order Tracking
You'll receive a shipping confirmation email with tracking as soon as your package leaves us. Tracking can take up to 24 hours to show movement — this is normal and doesn't mean anything is wrong.
If your tracking hasn't updated in 5 business days, get in touch and we'll investigate.
Local Pickup — South Bay, Los Angeles
Local pickup is available by appointment only.
- Select local pickup at checkout (if your address qualifies)
- We'll email you when your order is ready
- Reply to arrange a pickup time and confirm the location
We'll confirm the pickup location with you directly. Please don't visit without a confirmed appointment — we're a small home-based studio, not a retail storefront.
Orders not collected within 14 days of the ready notice may be shipped to your billing address at our discretion, with shipping charged to you.
Shipping Address
Please double-check your address at checkout. We ship exactly to the address you provide.
- Wrong address caught before shipping? Email us immediately at hello@hellocaramelo.com and we'll fix it if we can.
- Wrong address caught after shipping? We can't reroute a package in transit. If it's returned to us, we'll gladly reship once you cover the return shipping cost.
- Undeliverable packages (bad address, unclaimed, refused) are returned to us. We'll contact you to arrange reshipment at your cost.
We can't be responsible for packages delivered to an incorrect address entered at checkout.
Lost, Stolen & Damaged Packages
Once we hand your package to the carrier, it's in their hands — but we won't leave you stranded.
Tracking says delivered but nothing's there? Check with household members, neighbors, and any building office first — packages often turn up. Still missing after 48 hours? Contact us and we'll help you file a carrier claim.
Arrived damaged or broken? We've got you. Email hello@hellocaramelo.com within 14 days of delivery with your order number and photos of both the item and the packaging. We'll replace it free of charge. See our Refund Policy for full details.
We pack every ceramic piece carefully — but ceramic is ceramic, and carriers are carriers. If something breaks in transit, that's on us to fix.
Delays Outside Our Control
We're not liable for delays caused by carriers, weather, natural disasters, holiday volume, strikes, or other events beyond our control. If your order is meaningfully delayed on our end, we'll reach out and keep you informed.
International Shipping
We currently ship within the United States only, including Alaska, Hawaii, and U.S. territories (transit times to these destinations may be longer).
We hope to expand internationally as we grow. Want us to ship to your country? Let us know at hello@hellocaramelo.com — we're listening.
Multiple Items
Ordering more than one custom piece? We'll typically ship everything together once all items are complete, so timing follows the longest item. Need something split into separate shipments? Just ask.
Sales Tax
Sales tax is calculated at checkout based on your shipping address, in accordance with applicable state and local law.
Questions?
We're a small studio and a real person answers every email. Reach us at hello@hellocaramelo.com — especially if you have a deadline. We'd rather tell you the truth up front than miss your date.
🐾 $1 from every order supports South Bay rescue organizations.
Hello Caramelo LLC · Torrance, California