3.My event date is coming up soon.How do I know if my order will arrive on
time?
4.How do I Place an Order?
5.What happens after I place my order?
6.What Taxes are added to my order?
7.What about currency?
8.What are my payment options?
9.Can you put a rush on my order?
10.Why do you ask for my event date when I check out?
11.How do I change or cancel my order?
12.Will I receive a tracking number with my order?
13.Will the items on my order ship together or separately?
14.Can I place a sample favour?
15.If I order a lot of favours, do I get a discount?
16.I need to buy multiple quantities of a personalized product but the personalization
is different for every product.How do I
do this?
17.What if I am ordering candles, chocolates or
candies during the summer months?
Shipping Information
18.How long does shipping take?
19.How do you determine the shipping & handling fees for my order?
20.Can I pick up my order instead of having it shipped?
21.What if I am ordering candles, chocolates or
candies during the summer months?
22.What if I'm not home to accept my package?
23.Do you ship Internationally?
Returns/Exchanges
24.Can I return item(s)?
25.How do I return a product?
26.I received my order and it is damaged or defective. What can I do?
27.Do you charge a Restocking Fee?
28.How long before I receive my refund?
General
Information
29.Where are you located?
30.Do you have a store I can visit or do I have to place all orders online?
31.Do you have a printed catalogue?
32.How do I contact you if I have questions, comments,
feedback?
33.What is your Privacy Policy?
34.How Secure is your Website?
35.What should I do if I am having difficulties with the Website?
ANSWERS:
Ordering Information
1.What if I can't find what I am looking for?
We deal with many suppliers so if you can find something that you are looking
for, shoot us an e-mail.Our website
does not contain all of the products available from all of our suppliers.
2.How long will my order take to
process?
Each product page lists the availability time for that particular product.We will contact you if your item is out of
stock, with the estimated processing time. When time is pressing, we may
choose to drop-ship your order to ensure that you get your order on time. Please
ensure that you have allowed enough time for us to process and ship your order
by your event date. The processing times are outlined on each product
page. Note that the processing time is different from the
shipping/transit time (located below).Processing time is the number of days it takes for us to order your
item(s) in from our supplier, receive the item(s), inspect them for quality
assurance, and prepare them for shipping.Please order as early as possible. We are not liable for any packages
that arrive late due to shipping problems that arise with our couriers and the
Canada Postal System.
3.My event date is coming up soon.How do I know if my order will arrive on time?
If you are not sure if your order will arrive on time,
please contact us via e-mail or phone (before or after you have placed your
order) and we will advise you. We
will not be responsible for orders that arrive past your event date if we have
processed your order within the published time frame on our website.
4.How do I Place an Order?
Orders can be placed by using our secure on-line shopping cart or can be phoned
in to 1-888-857-6446 during business hours. To place on order online, simply
add your items (and personalization information if applicable) to your cart and
check out.Following the check out
instructions and fill in all the required billing and shipping information.You will then be asked to confirm your order
and a copy of the invoice will be sent to your email address.
5.What happens after I place my order?
Once you've submitted your order, you will
receive an order confirmation by e-mail. Please verify your order confirmation immediately upon receipt to verify
the details of your order. When your order has been shipped, we will e-mail you with
a tracking number.
6.What Taxes are added to my order? Ontario
orders will be subject to GST and PST charges. Orders from Nova Scotia,
New Brunswick and Newfoundland/Labrador will be subject to HST. Orders in
all other provinces are subject to GST. Note that while international
purchases are tax-exempt, customers are responsible for any cross-border duty
fees that may apply.
7.What about currency? All prices are
listed in Canadian Dollars. Prices are subject to change.
8.What are my payment options?
We currently Visa, MasterCard and PayPal. Note that if you are paying by
e-check through Paypal, this will cause a delay in your order processing
because it can take up to 5 business days for your e-check to clear.
9.Can you put a rush on my order?
If you need your order before the normal processing and shipping time listed on
the website please e-mail us or call customer service at 1-888-857-6446 during
regular business hours and we will do our best accommodate your request.Depending on your item and which supplier it
comes from, a rush fee and extra shipping charges may apply.
10.Why do you ask for my event date when I check out? The date you
indicate is not used to rush or slow down an order in anyway. However, if you list an event date that is
sooner than the standard processing time on the website, we will contact you
via phone or e-mail to ask you if you would like to cancel the order.
11.How do I change or cancel my order?
Please verify your order confirmation immediately upon receipt to verify the
details of your order. If you catch an error or need to make a change, you will
need to contact us immediately before we start processing your order (usually
by the next morning).Personalized items
cannot be cancelled if your order has already been sent to the engraver’s,
embroiderer’s or printer’s.
12.Will I receive a tracking number with my order?
Yes, we will e-mail you with a tracking number once your order has shipped from
our office.
13.Will the items on my order ship together or separately?
Depending on the size of your order and the size/shape of particular items, you
may receive multiple packages/containers.We will send you a separate tracking number for each parcel/container.
If you have backordered items, we will wait until your back ordered items to
arrive to ship everything out at the same time.
14.Can I place a sample favour?
Sample orders of favours can be placed online or over the telephone during our
regular business hours. Sample orders of favours are treated as a regular order
and are charged a unit price along with shipping and taxes. If you would like
to see a sample of a favour or product that has a minimum order, please contact
us via telephone during regular business hours (note that the price for the
sample favour may be a little higher when you order below the minimum quantity).
15.If I order a lot of favours, do I get a discount?
Almost all of our favours are available for a discount if you buy in bulk.Your discounted price will depend on how many
you buy.To view the discounted pricing,
simply go to the detailed product page of the favour and click on the blue
button that says, “View Quantity Discount”.A window will pop up to show you the prices.Alternatively,
or to order, simply add the quantity you would like to purchase to your basket
and the discount will be automatically calculated and applied to your order. You
should see the total regular price on your check out page, followed by a separate
line for the discounted amount that was applied to your subtotal.
16.I need to buy multiple quantities of a personalized
product but the personalization is different for every product.How do I do this?
You will need to add each item to your cart, one at a time.For example, if you wished to order three
personalized bracelets, but with a different name on each bracelet, simply
specify the first name where indicated on the product, and add QTY 1 to your
shopping cart.Then go back to the
product page and do the same thing for the next bracelet, and so forth.Contact us if you require further assistance.
17.What if I am ordering candles, chocolates or candies during the summer months?
Due to high temperatures during the summer months,
there will be no guarantee on any candles, chocolates or candies shipped
regular ground. If you order these items between May 1st and September 30th,
we recommend that you choose Xpresspost to ensure that your order will arrive
quickly during these hot months.
Shipping
Information
18.How long does shipping take?
Note that the following shipping options refers to
transit/shipping time only.Please note
that increasing your shipping method DOES NOT decrease our processing time.Processing times are different from every
product and are outlined on each product page.
Regular – Within Ontario- Processing time + 2-3
business days for transit time
Regular - Outside Ontario- Processing time + 2 to 7
business days for transit time
Xpresspost – Within Canada – Processing time + 1 to
2 business days for transit time
Due to high temperatures during the summer months,
there will be no
guarantee on any candles, chocolates or candies shipped
regular ground.
If you order these items between May 1st and September 30th,
we
recommend that you choose Xpresspost to ensure that your order will
arrive
quickly during these hot months.
19.How do you determine the shipping & handling fees
for my order?
Shipping rates are determined by the estimated weight
of the parcel.
20.Can I pick
up my order instead of having it shipped?
You are welcome to pick up your order from our office in London, Ontario.
When your order is ready, we will call or
e-mail you to ask you to make an
appointment with us.When an appointment has been confirmed, we
will
give you the address of the pick-up location.
21.What if I am ordering candles, chocolates or candies during the
summer months?
Due to high temperatures during the summer months,
there will
be no guarantee on any candles, chocolates or candies shipped
regular ground. If you order these items between May 1st and
September 30th,
we recommend that you choose Xpresspost
to ensure that your order will arrive quickly
during these hot month.
22. What if I'm not home to accept my package?
When you check out, you have the option to indicate whether you want a
signature delivery.If you check
this box, the courier will attempt a delivery and if no one is home, they
will leave a delivery slip and you can pick-up your order at the nearest
postal outlet. If you do not check
off the signature delivery when you check out, the courier may leave the
parcel on your door step.We are not
responsible for packages that are damaged, stolen, or left at the wrong
house by any of the shipping carriers. Please prevent these problems by
ensuring you have the correct ship to address.
23. Do you ship Internationally?
Yes, we ship internationally.U.S.
Customers can estimate shipping costs in the same way that Canadian customers
do, by adding their items to the shopping cart.Orders shipped to the United States via
Expedited US are sent via Canada Post and enter the United States as the
USPS (United States Parcel Service). Once the order is shipped it will arrive
in 8 - 10 business days. Please note we are not responsible for any customs
fee, duty fees, or delays due to customs. Orders outside of North American
will need to be placed by phone.
Returns/Exchanges
24.Can I return item(s)?
Most items can
be returned for exchange or refund within 15 days (once the customer has
received the order). All shipping costs are non-refundable.
Items must be returned in their original packaging and unopened. Customers
will be responsible for the shipping costs associated with sending the
item(s) back to us. Products that are lost or damaged during shipping
back to us will not be refunded. A re-stocking fee of 5% will
apply to the product(s) being returned with a minimum re-stocking fee of $3.00
The following
items are final sale and cannot be returned for exchange or refund:
-All items
with personalization
-All sale
items
-All items
that have been opened or taken out of their original packaging (including
plastic wrap)
25.How do I
return a product?
Please e-mail
or call us and we will provide you with a return authorization number and
return instructions. When we receive the returned item(s), we will
process your return electronically within a 2 week period. Items without a
R/A number will NOT be refunded. Products that are lost or damaged during
shipping back to us will not be refunded.
26.I received my
order and it is damaged or defective. What can I do?
While it
rarely happens, sometimes items may get damaged during shipment. While we
do our best to inspect every item before shipping it out, we may have
missed a product defect.If this
happens, please contact us immediately (within 48 hours of receiving your
parcel) so we can rectify the matter. We may also ask you to ship back
the damaged/defective product(s) at our expense and may ask you to provide
proof of the damaged or defective product (via e-mail photo attachments).
Keep the original shipment box and packaging materials.
27.Do you charge
a Restocking Fee? A re-stocking fee of 5% will apply to the product(s) being returned with
a minimum re-stocking fee of $3.00.
28.How long
before I receive my refund?
We will issue a credit within 1-2 business days when you have cancelled an
order, made changes to your order or sent your order back to us for a
refund.However, the credit may take
several additional days to show up on your account depending on your credit
card institution and their credit policies.
General FAQ
29.Where are located?
We are a London, Ontario based company. All our items ship from here so you never have to worry about paying customs fees or border duty!
30.Do you have a store I can visit or do I have to place all orders
online?
We have a small showroom that is available for your viewing by appointment
only.This allows us to keep our
overhead costs low so we can keep our product prices affordable for our
customers. The showroom showcases some of our wedding day accessories,
jewellery, frames, albums, wedding favour samples and invitation
samples.If you are coming to look
at a particular item, please contact us first (by e-mail or phone) so we
can advise you whether we have that item available in our showroom for
viewing.
31.Do you have a
printed catalogue?
We do not have a printed catalogue.Our website is our online catalogue.
32.How do I contact you if I have questions, comments, feedback?
*New* Chat
with us online! Just click on the "Live Help"
icon on the left side of the menu bar - if we are offline, leave a
message and we will e-mail you back ASAP (usually within one hour during
regular business hours).
Local London,
Ontario Area: (519) 457-6446
Canada Toll Free: 1-888-857-6446
34.How Secure is your Website?
You can see that our website is secure by our SSL (Secure Socket Layers)
seal from our homepage (click on the image to verify).SSL is used to safeguard against hacker
intrusion. Additionally, we do not keep your credit card information on file EVER after we have processed your payment. All this information is deleted for your security.
35.What should I
do if I am having difficulties with the Website?
There are many reasons why you may be having difficulties using our
website.This could be due to your
internet service provider or web browser issues, for example.Every once in awhile, our website may be down
due to maintenance but this should be for very short periods of time (e.g.,
a couple of hours at the most).If
you are still having issues, please feel free to contact us by phone or
e-mail.
