Frequently Asked Questions
We value nothing more than providing the highest level of service and satisfaction to our customers. Reach us by phone, e-mail, or snail mail Mon - Fri. If you have a question regarding our ordering process, you might find the answer on our Ordering Information page.
How do I place an order online?
Ordering is easy and fast. Browse through the products, select the items and quantity, add them to your shopping cart then check out. Fill out shipping information, choose shipping method, review your order then enter payment information. You will receive email confirmations for your orders as soon as you finish placing the orders.
Can I place orders by phone?
If for any reason you can’t place the order online, we will be more than happy to take your order by phone. Please call our toll free number (888) 448-7859 Monday – Friday, 8AM – 5PM PST.
What are my payment options?
We accept Visa, MasterCard, American Express or Discover Cards
Can you rush processing my orders?
Please contact us via email at email@example.com or call our toll free number at 888-448-7859 if you feel the need to rush your orders. We will do everything we can to accommodate your request whether it's rush processing or expedite shipping.
Do you charge sales tax?
Sales tax will only be assessed for orders that are shipped within the state of California.
Is there a minimum order requirement?
We do not have minimum order requirement for most of our favors. However, there are some exceptions. Please see individual product descriptions for details.
Do you offer samples?
Yes. You can order most of our favors in quantities of one. You will be charged the unit price of the sample plus shipping and handling. However we will refund you the original ground shipping cost once you place the final order with us.
Do you offer personalization?
We offer a wide range of personalized favors and gifts. Make your day extra special by adding our custom personalized tags to any favor! Personalized tags usually take up to 5 business days for processing.
How do I change an existing order?
Most changes can be accommodated as long as the order is not in processing or personalized. Once an order is in processing, it cannot be altered in any way. Please contact us via email at firstname.lastname@example.org make changes to your orders.
How do I cancel an order?
Non-processed orders can be canceled anytime. Once a personalized order is in process or a non-personalized order has been assigned a tracking number, it cannot be canceled. Please contact us immediately via email at email@example.com if you need to cancel or make changes to your orders.
Processing and Tracking Orders
What is the processing time for my order?
Most non-personalized orders are shipped out in 1-3 business days. Personalized tags and stickers will process within 5 business days. If you place an order on Monday, 3 business days from then is Thursday so your order should be shipped latest Thursday. However, if you place an order on the weekend or on a holiday, processing time begins the following business day.
When can I expect my order?
The delivery calculator is processing time + shipping time. Please view the map of UPS transit times within the US for shipping time. Here is a link to view the travel time of the package once it leaves our warehouse: http://www.ups.com/maps/results. Please enter 30097 in the Zip Code box.
How do I view and track my orders?
ou can check your order status on our website at http://trulyweddingfavors.com/cart/trac.
Can I ship to PO Boxes?
We cannot ship to PO Boxes at this time.
Do you ship internationally?
At this time we only ship to Canada and Puerto Rico
How do you calculate shipping cost?
Shipping is calculated based on the weight of the items and shipping destination. In some cases we may run a promotion where you will be charged a flat fee for standard shipping regardless of weight.
Which carrier do you use?
We work with UPS and offer regular ground shipping, three-day select, second day air, next day air saver, next day air early AM, and next day air. Please note regular order processing times still apply even when you choose upgrade shipping services.
Will my order be shipped together or separately?
We try to ship all your products together, however in some cases some items may ship separately. You will not be billed for each shipment – only one shipping charge will be applied.
Returns and Exchanges
What is your return and exchange policy?
You can return most anything within 30 days if you are not completely satisfied, please contact us via email at firstname.lastname@example.org for a Return Authorization Number (RAN) within 30 days of receipt of shipment. Please note that all returns must be received within 30 days from the date the RA is issued. Items returned after RA has expired will neither be credited nor returned. All returns are for complete orders. We do not accept returns on individual pieces or partial orders. Also, we do not accept returns for item that has been discontinued.
Please follow these steps to return the package:
Enter the RAN in the space provided on the return label, which is part of the packing slip received with the shipment.
Affix the Return Label to the original shipping box. Make sure items are in their original packaging, and are appropriately secured within the shipping box. We cannot accept items for return that are not in resale condition.
Please note customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost packages. Non-returnable items such as personalized, edible & personal care products, returned to us will not be shipped back to you, nor credited to your account. We do strongly recommend that you use a shipper with a traceable shipping method, as we cannot be responsible for damaged or lost return packages.
After we receive your package and inspect the items, you will receive an email confirming the credit total that has been issued. Credit should appear on your card in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.
What items are non-returnable or exchangeable?
1) Personalized items (unless there is an error on our part)
2) Personal care items (some examples are: lip balms, manicure sets, flip-flops)
3) Edible items (some examples are: honey, lollipops, candies, drink mixes, coffee, tea, chocolate, olive oil)
Do you charge restocking fees?
In order to receive a return authorization number for your return, you must contact us within 30 days of receipt. We will not charge a restocking fee on these returns. Orders returned without prior authorization will be charged a $20 restocking fee.
What if I received damaged items?
Although we try to pack each item carefully for shipping, some occasional damage is inevitable. We will issue credit or send you replacements, but please allow enough time to receive the replacements via UPS ground service. We ask that you send us digital photos of the damaged pieces when you file the claim. All damage or shortage claims must be made within 10 days of receiving the merchandise. No claims will be accepted after 10 days.
Are my transactions secured?
Our payment and personal information is always safe. Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read over the internet.
How do you use my contact information?