FAQs

Orders

Why doesn't my discount from The Sill work?

As a shop made up of independent makers, any promotions from The Sill, or the Plant Parent Club Membership discount, cannot be applied to Gift Shop orders.


What if I need to change my order?

Please contact us at info@thesill.com within an hour of placing your order to request a change. You can expect a response during our regular business hours: Monday through Friday, from 9am to 6pm ET. Requests outside of our business hours are not guaranteed. 

Email is always the most efficient way to reach us, but you can also give us a call at #646-899-4015. Please leave a message with your order confirmation number if you reach our voicemail.


What’s the return policy?
As a shop made up of independent makers, we aren't currently able to accept returns, except for damaged items. If your order was received damaged, please reach out to  info@thesill.com within 48 hours with your name, order number and photos of the damage—we’ll straighten it out right away!


What’s the status of my order?

You are always welcome to reach out via info@thesill.com with any questions.


What if I’m interested in placing a bigger order?

To purchase lots of an item for a special occasion (quantities greater than twenty), send an email to info@thesill.com. We’ll be happy to help. Please note that depending on the day, it may take 48 hours to receive a response.


Shipping

What if I need to change my shipping address?

Please contact us at info@thesill.com within an hour of placing your order to request a change or update to your shipping address. Shipping address changes can only be made during our regular business hours: Monday through Friday, from 9am to 6pm ET. Requests outside of our business hours are not guaranteed. 


Can I ship to multiple addresses?

If you’d like to ship to multiple addresses (e.g. one for you and one for your bff), you’ll need to place separate orders. Please place a separate order for each address.  


When can I expect my order?

The processing time depends on the vendor, the product, and the day and time when you placed your order. 

On each product’s page you’ll see details as it relates to shipping for that particular vendor. Some items are made to order. Please consider the production time prior to placing an order. 

Please allow 5-8 business days for products to arrive, if they're not made to order. Business days are Monday through Friday. Most of the products ship Ground or by USPS. If the product is made to order, it will say so on the product page.


Where do you ship?

We currently ship within the contiguous US to all 48 states. Some vendors are unable to be ship to P.O.Box/APO/FPO/DPO addresses. 


How much does shipping cost?

We offer free standard shipping on all products in The Sill Gift Shop. The majority of products are shipped UPS or FedEx Ground or via USPS. 


Do you offer Express Shipping?

Unfortunately express shipping is not available at this time. 


Other

What if I’m interested in becoming a vendor?
Shoot us an email at info@thesill.com with the Subject Line: Vendor for The Gift Shop. Include information about yourself, your product(s), and why you think it's a great fit!
What if I have a product suggestion?
We love suggestions! Shoot us an email at info@thesill.com with the Subject Line: Suggestion for The Gift Shop.