Hi Vicki: We are so sorry to hear about your recent experience when you inquired about your order. Please email our elevated team at support@potterybarnkids.com and we can then reach out you directly. Thank you.

BUYER BEWARE! I tried to place an order for a 15" Avengers backpack and when I entered the personalization the website changed the size of the backpack to mini. Today I received a tiny backpack and when I called customer service to ask them to replace it they said that since it is personalized there is nothing they can do about it. The lady in customer service was very rude and could care less that I was out the money. I should have known that this would happen since I caught them trying the same thing with the water bottle I had ordered after the backpack. I selected the regular water bottle and when I personalized it the website changed the size to large. I noticed the discrepancy after the order had been placed and was able to call to change it, but it did not occur to me that the same might have happened to the previous order. I will never order from this company again. They are trying to trick people into buying incorrect personalized items so they are forced to spend more money to receive the item that they need. That is just bad business.