Nutcracker.com Support
Frequently Asked Questions
🛍️ Ordering & Products
How do I place an order?
Simply browse our collections and click “Add to Cart” on the items you love. When you’re ready, head to checkout and follow the prompts to complete your order.
Can I modify or cancel my order after it’s placed?
We begin processing orders quickly to ensure fast shipping, so modifications or cancellations aren’t always possible. Please contact us right away at [email protected], and we’ll do our best to help.
📞 Contact & Support
How can I get in touch with customer service?
For any inquiries, please contact us at [email protected] or call us at (413) 499-1733. Our team is available Monday through Friday, 9 AM to 5 PM EST.
We typically respond to emails within 1-2 business days of receipt.
Do you offer a newsletter for updates?
Yes, subscribe to our newsletter on our homepage to receive the latest news, special offers, and behind-the-scenes content.
📦↩️ Returns
What is your return policy?
We want you to love your purchase. If you’re not 100% satisfied, we accept returns within 30 days from the date you received your order. Shipping fees are not refundable.
Note that items must be returned unused, in the original condition and packaging. The customer pays return shipping.
Not all items can be returned and those items that cannot be returned will be identified on their specific product page.
Are sale items final sale?
Yes, all clearance or promotional items are final sale and not eligible for return.
How do I return an item?
We accept returns within 30 days from the date you received your order. Please contact customer service at [email protected] with your name, order number and reason for returning the item(s).
Customer service will respond via email within 1 – 2 business days with instructions on how to return.
Who pays for shipping on items for return?
You will be responsible for paying the shipping costs for returning your item. Original shipping costs are non-refundable.
What if an item is damaged or defective?
If you received an item which is damaged or defective, please send a photo of the item and the defect or damaged area to [email protected]. Please include your name, email, and order # in your correspondence. We will review the photo and respond with further instructions.
What if I’ve received the item as a gift and I want to return ?
Please contact customer service at [email protected] for returns of gifts. Customer service will respond via email within 1 – 3 business days with instructions.
How long until I receive my refund?
Please allow 7 – 10 business days for your return to be processed by our team. The amount of time for the refund to reflect back on your account will depend on your financial institution. Please contact your bank, credit card company or other financial service provider for questions about timing of returned funds.
💳 Payments & Discounts
What payment methods do you accept?
We accept all major credit cards, PayPal, Apple Pay, and Google Pay.
Is my payment secure?
Yes. Our site uses secure encryption technology to protect your personal and payment information.
Do you offer discounts or promo codes?
We occasionally run special promotions. Be sure to sign up for our newsletter to stay in the loop.
🧑💼 💼/ 👩💼 💼 Customer Service
Can I return items that were bought outside of the Nutcracker.com e-commerce store?
Unfortunately, no. Nutcracker! Magical Christmas Ballet items purchased in partner retail stores or partner e-commerce sites and not purchased at nutcracker.com are not eligible for return through our website. Please work with the partner retail store or e-commerce site to see what their return or exchange policy is. Sorry for any inconvenience.
The customer support team at [email protected] can only offer support for products sold through our website.
🚚 Shipping & Delivery
How long will it take to receive my order?
Orders typically take 7 – 10 business days to ship, depending on the order. Most orders are custom made and printed on-demand. Delivery time varies based on your location and size of your order.
Can I track my order?
Yes—first, you will receive an order confirmation email. If you do not receive the confirmation message within a short time of placing your order, please check your Spam or Junk folder just in case the confirmation email got delivered there instead of your inbox. If so, make sure you mark the confirmation as Not Spam, which should allow future messages to get through to you. Once your order has shipped, you will receive a confirmation email with your tracking information.
What if my package is delayed or lost?
If your tracking hasn’t updated or you suspect a delivery issue, please get in touch with us at [email protected] so we can investigate and make it right.
Do you offer international shipping?
Yes, we ship worldwide. Shipping costs and delivery times vary based on destination and will be calculated at checkout.
🛍️ Product Information
How can I find the right size?
Each apparel item includes a size guide on the product page. If you’re still unsure, reach out and we’ll help you find the best fit.
Where can I find the Adult sizing chart?
– Click here – Size Chart
Where can I find the kids sizing chart?
Click here – Size Chart
Is your apparel sized for men or women?
Most of our apparel is unisex. However, you will need to check each product page as certain apparel products are not unisex. For example, our tank tops are standard women’s cut.
