FREQUENTLY ASKED QUESTIONS
HOW TO PLACE AN ORDER
If there is an engraving error on the item I ordered, can I get a replacement?
If we engrave it with an incorrect message, we would gladly exchange the item with correction at no extra charge including ground shipping. We will guide you through the return authorization procedure. But, if there is an engraving error or misspelling on your part, then regretfully we cannot accept the return, however, you can reorder the item with the correction and we can consider giving you some discount on reordering depending on the item.
Can I change my order once it is submitted?
Since we offer a quick turnover and express service to our customers, changes to an order cannot be made once the order is submitted. Before placing an order please make sure that all the information is accurate.
What payment methods do you accept?
We accept all major credit cards such as Visa, MasterCard, Discover, American Express and Debit Cards (With Visa/MasterCard logo).
Can I purchase items without personalization?
Of course, all items can be purchased without personalization. Just leave the engraving fields blank and follow the simple check out procedure through the shopping cart.
What if an item is out of stock?
We are rarely out of stock, but sometimes due to high demand a shortage of a certain product can occur. In such cases we will notify you immediately for its availability and you will have the option to reselect, postpone or cancel the order.
Do you offer quantity discounts?
Of course, we do offer 10% off on large orders totaling 10 pieces or more of the same item from all of our categories
How clear and distinct my engraving would be?
Your message will be engraved on your items(s) exactly as requested. Please be sure to check spelling, punctuation and grammar before submitting your order. We are not responsible for misspelled words/grammar mistakes on your part.
Guidelines on Engraving :
ENGRAVING MESSAGE: Enter personalization as you would like it to appear with capital letters, lower case letters, numbers, punctuation and characters such as &, @, etc. Do not type in all capital letters or all lower case letters unless that is how you want them to appear.
CHOICE OF FONTS: We will personalize your product as requested. The font shown on each product is the font choice you have for that specific product. The reason we have assigned different fonts for different products is due to its nature and suitability. Please refer to the product descriptions for specific details of what each product can accommodate for engraving.
ENGRAVING FIELDS: In the engraving field, the top line represents line 1 and the second line represents line 2 and so on.
1st line: Mary Smith
2nd line: 02-26-2004
MAXIMUM CHARACTERS ALLOWED: Due to the uniqueness of each product, we have carefully assigned a specific number of characters per line; please do not exceed the maximum numbers allowed, as the order form may not accommodate more characters beyond that. Each Space is considered as a character.
Example: Jonathan Sanders (Total of 16 Characters including space between the two names)
MONOGRAMS: If a monogram choice is given for font, please provide us with 3 initials in the following order First, Last, Middle
John Robert Sanders
Monogram Font: J S R
Please specify your personalization accordingly and review your engraving message prior to submission. If more clarification is needed, we will contact you via email.
How will I know if my order is shipped and can it be tracked?
All of our orders are sent via UPS or USPS. Once your order is ready to be shipped and the tracking number is available, we will notify you via email.
How does your mailing procedure works?
Make sure your address information is accurate and complete. Incomplete address may delay receipt of the package. Since we use UPS or USPS as our shipping carrier we cannot ship to a P.O. Box, therefore we require a street address. Alaska, Hawaii, and APO customers should contact us for a ship quote before placing an order. At the moment we are not shipping outside of United States.
How long will it take to receive my personalized items?
We usually process the order once received. Once the order is processed and completed, it ships within 2 days. Hence total estimated time to receive the personalize order is approximately 5-7 business days. During holiday season, it may take a little longer (approximately 10days)
What is your return policy?
We take great pride and extra caution in preparing and processing each and every order. Due to the nature of our product, personalized items may not be returned or exchanged unless there is a manufacturer’s defect or incorrect engraving on our part, which must be reported within 3 business days of delivery date. Dated items that are defective or damaged cannot be returned or exchanged after event date regardless. Any defective or damaged merchandise you wish to exchange or return must have a Return Authorization Number (RA Number) before returning. Only authorized personalized merchandise will qualify for ground shipping reimbursement. Express shipping costs will not be reimbursed. We will send you the replacements via UPS ground service at no charge. Please place your gift order at least 3 weeks prior to event date; this will help alleviate rush-shipping charges. Also inspect goods IMMEDIATELY upon receipt.
How do I obtain a Return Authorization (RA Number)?
If you need to exchange an item due to defects or damages please follow the instructions below: Was the shipping container damaged? If so, you will need to keep the original shipping container for a possible claim to be made with the shipper.
a) Email us at firstname.lastname@example.org to obtain your R.A Number.
b)Place the R.A number given on the outside of the box you are returning so it can be seen clearly by the returns department in our office.
PLEASE NOTE that any package arriving with out a return authorization number will be returned to sender.
c)Be sure the item you are returning for inspection is packaged properly and also use a track able source, as we will not be responsible for further damages due to improper return packaging or any merchandise lost in transit.
If I placed an order for personalized candle, will it take longer?
Yes, Personalized candles will ship in 7-10 business days because it involves some detail work and extra drying time. Please try to place candle orders at least 2 weeks ahead to alleviate rush charges.
What information is required for a candle order?
Following are the available choices for any personalized candle order:
Candle Color:White or Ivory
Ink Color: Silver, Gold or Black
Band Color: Silver or Gold
Choice of Images: 13 choices for candles & 7 choices for favors.
Additional specifications for a personalized candle order are as follows:
Names: Bride & Grooms name (first names only, brides name will always go first unless specified otherwise).
Date: will be imprinted in the traditional; Month, Day, Year style.
The Memorial Candle will accommodate up to three lines of name(s), 21 characters per line including space.
The Second Marriage Unity Candle will accommodate the names of six children (first names only).
MORE QUESTIONS ?
If you have any engraving concerns or questions that were unanswered here, Please contact us via email at email@example.com and we will respond within 24 hours.