Our goal is to provide you with the highest possible customer service. Live customer service is available Monday, Wednesday, and Friday, 7:00am-3pm PST. Tuesday and Thursday 7:00am-9:30am and 1:00pm-3pm PST. Additionally, you can get most of your questions answered in our FAQ section, otherwise feel free to contact us! We look forward to assisting you.
Once your order has shipped, we will e-mail you a detailed order status update that will include specific tracking information for each item. We apologize, but at times our emails to you may get blocked by spam filters. Keep in mind you can always check the real-time status of your order online.
How much time do I have to return or exchange an item?
Any item you are not satisfied with may be returned for a replacement or refund up to 15 days from the date of receipt, with some exceptions (see next paragraph for exceptions).
Note: items returned without an authorization will be shipped back at customer's expense.
What items CANNOT be returned or exchanged?
Edible items, undergarments, media (DVD or CD) – unless they are defective or damaged. Additionally, any item that is personalized cannot be returned or exchanged. This includes items that are personalized on a plate or tag as well as items that are logo imprinted. If we make a mistake on a personalized item or the item is damaged as a result of shipping we will replace that item and have our shipping carrier pick up the damaged/incorrect item for inspection.
How do I properly return or exchange an item?
File a case to request an RMA number. Once we have reviewed your request and if your item/order qualifies for a return or exchange, we will send you instructions VIA E-MAIL in 1-2 business days (we will definitely get back to you, don’t worry).
Important: if you send back any items without a return authorization, they will be shipped back to you at your expense.
How are Exchanges processed?
In order to process an exchange as quickly as possible, once your exchange request is authorized, we will create a new order in our system for the replacement item plus shipping charges (shipping will be waived if the reason for the exchange is a result of an error we made) and charge your card on file so the replacement item can be shipped immediately. Once we receive the item(s) you’re exchanging from the original order, we will refund your credit card on file for those item(s). You will be e-mailed confirmations of all transactions in our system
Who pays for shipping when returning or exchanging an item?
You will be responsible for any shipping charges on a return or exchange unless the reason for the return or exchange is our error. Once you have received a return/exchange authorization, the merchandise must be shipped in its original carton with all parts and sent with insurance and a tracking number. Items remain the customer's responsibility until they are received. Depending on the items in your order, you may be required to ship them back to multiple distribution locations.
If I’m due a refund, how long will it take to refund my card?
Once we receive and inspect the items in our warehouse, we will refund your card on file within 72 hours. Refunds will be issued less the original shipping and handling fees to the credit card used for the original purchase (unless the return is a result of an error we made).
How are promotion offer exceptions handled as they relate to returns or exchanges?
If your original order amount qualified for a promotional offer (i.e. free shipping, quantity discount, etc.) and your return drops your new order total below the qualified amount, the promotion amount will be subtracted from your refund.
If you have not received your package, first you must contact the shipping carrier (ie. Fed Ex, UPS, UPS Mail Innovations or USPS) and provide them with your tracking number (this information can be located by viewing the details of your order). If the carrier is still unable to locate your package, please contact us. We will then work with the carrier to investigate the situation, if we are still unable to locate your package we will file a claim with the carrier. Please note, most carriers take 5-10 business days to process a claim. Any re-shipments or refunds can only be processed once our claim is approved by the carrier (approx. 5-10 business days).
How will the charge on my credit card statement appear for this store?
Charges from this store will appear on your credit as GROOMSTAND. If you do not agree with the charges please contact us immediately.
Will I be charged sales tax if I order from your store?
Sales tax is only charged on orders shipped to any California zip code.
How do I cancel my order?
Please bear in mind that our order-fulfillment system is designed to get orders shipped out to our customers quickly and efficiently. As a result, we CANNOT change or cancel an order once the "complete order" button is clicked on the order review page. If you have made an error when placing your order, contact us immediately.
Note: All fraudulent transactions will be reported to the proper authorities.
Do the product prices in your store ever change?
Items in your Shopping Cart will always reflect the most recent price displayed on the item's product detail page. Please note that this price may differ from the price shown for the item when you first placed it in your cart.
We cannot confirm the price of an item until you finalize your order. Despite our best efforts, a small number of the items in our catalog may be mis-priced. Rest assured, however, that we verify prices of products sold and shipped as part of our shipping procedures. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.
Note: Prices are subject to change without notice.
Are all the items in your store always in-stock?
Our system is designed to keep up to date records of our inventory. At times, we may run out of an item or an item may be delayed for reasons beyond our control; if this occurs we will notify you via email immediately and offer several options, including canceling your order.
When it comes to logo imprinting, what happens if the logo I provide is not acceptable for imprinting?
All corporate logo imprint orders are reviewed by our production department prior to starting a job. If we determine that the logo you have provided will not fit the imprint area of the product(s) you ordered or is a lower resolution than what is required we will contact you via email within 24 hours. Additional set-up charges may apply if we have to enhance or adjust your logo.
Why do I need to hire a toast writer?
Our service is here to help you give a great toast, whether it's for the rehearsal dinner or the wedding reception. So, if you're unsure what to say, or you don't have time, or you just need a little help - ThePerfectToast.com is ready to assist you. We'll create a custom-written toast that will deliver the perfect mix of humorous, heartfelt and memorable sentiments for that once-in-a-life-time speech.
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