FAQ


Q: How do I order a product on your website?

A: There are several guidelines to follow for the best and the fastest result:

1) Pick an image for your music box:

Considering the proportion of music box,our best recommendation ratio of your photo is 1230 × 1060 px,  ratio of length and width is 1.16:1,the higher resolution photo you provide the better the result will be. 

If you don't have your favorite photo in such ratio - don't worry, we would use photoshop to clip appropriately slightly without a loss of quality.

2) There's a "Choose File" button above the "Add to Cart" button on the product page, use it to upload your image.  There is also a text area for your custom engraved content and please be noticed that the maximum words is no more 10 words.

3) Place an order by clicking on the "Add to Cart" button, then go to your cart section an click the "Check Out" button. Fill in your shipping and billing information and we'll have your order and shipped to you as soon as possible!

Q: How do I check the status of my order?

A: Upon placing your order, please allow up to 3 business days to have your order processed. Our fulfillment team will pack your goods and have them shipped as soon as possible. Once you order has been shipped, you will receive a tracking number to your order. You may also come back to our website at any time and visit our Order Status page to find your real-time update of your shipment. If you did not receive your tracking number or have any updates under our Order Status page after 5 business days, please contact us immediately and we will do all we can to investigate.

Q: Do you ship Internationally?

A: Yes! We ship worldwide and ensure that every user has an enjoyable shopping experience with us.

Q: How long does the shipping take?

A: Depending on your country the shipping may take as low as 7 days and as long as 24 days. Customers in United States normally receive their goods in 12 to 20 business days. Australia and New Zealand 10-14 days, Canada up to 25 days. Countries like Brazil, where local postal services are slow, may take 30-45 days. If you require a faster shipment, please choose the Expedited Shipping option. Expedited shipping is fulfilled by DHL and takes takes 5-10 days, depending on the destination country.

Q: Where is my order shipped from?

A: Our main manufacturing plant is located in Shenzhen, China.  Most of the orders will be shipped directly from our plant.

Q: How is my order shipped?

A: We mainly use the United States Postal Service and ePacket, among other providers. To keep shipping rates down we compare costs between these carriers and ship the most efficient way..

Q: Is your website secure with my personal information?

A: Absolutely! Our web-site uses SSL security to ensure all your personal information is encrypted. Storyfromhere.com does not store your credit card information and it will only be used one-time only upon purchasing of your product. After the purchase the credit card information is deleted. Our online payment provider is Stripe, which is the best in this business, we use their service to securely process all the financial transactions.

Q: Does Storyfromhere.com provide a quality guarantee for all the products being sold?

A: Definitely! If you do not like the product or find damages to the product, contact us immediately! We'll do all we can to ensure your best shopping experience. You can simply contact us and we'll get it addressed!

Q: Do you offer a refund if I don't like the product?

A: We offer a full refund on your order if you the product you received does not meet our quality standards. Please visit our refund policy page for complete details.

Q: The tracking number to my order stopped updating, what happened?

A: If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.

Note: if for some reason your order is never released by customs, we'll send you a replacement!