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Frequently Asked Questions
WHAT IS YOUR RETURN POLICY?
Your satisfaction is our goal and we will do everything we can to make your event a success.
Non-personalized items may be returned up to three months after purchase, minus shipping fees. Edible items are not returnable. Please contact customer service for return authorization. Personalized item returns are subject to customer service approval.
WHO PAYS FOR RETURN SHIPPING?
If the return is a result of our error, we will arrange and pay for shipping costs. Otherwise, the customer must arrange and pay for return shipping. Please contact us for return shipping address. Once the items have been confirmed as returned, then your account will be credited. All returns must be in original packaging.
WHAT IF THERE IS A MISTAKE ON THE PERSONALIZED ITEM?
If the mistake is a result of our error, we will do our best to correct and replace your order in a timely manner. If we cannot correct and ship your favors to you in time for your event, we will refund your account in full.
If the mistake is a result of customer error, we will again, do our best to get you your corrected items in a timely manner. The replacement favors and any incurred rush charges and additional shipping costs will be at customers expense.
WHAT IF AN ITEM IS OUT OF STOCK?
If an item is out of stock, discontinued or back-ordered, we do our best to keep the website updated with that information. Occasionally, an order will get through for such items in which case, the customer will be notified via email or phone and either a comparable, replacement favor or order cancellation and/or refund will be offered.
WHAT ABOUT TYPOGRAPHICAL ERRORS?
On the rare occasion that a typographical and/or computer error occurs, Cool Party Favors reserves the right to refuse, cancel or correct any orders placed that contains the error; including but not limited to, price, delivery time, availability, minimums, etc. If any corrections need to be made to your order, the customer will be notified via email/and or phone.
Be advised that the personalized tags for Kate Aspen products have a maximum character limit of 25 characters. We cannot adjust the size of the text to fit longer names.
WHAT ARE YOUR PRODUCTION TIMES?
Production times vary depending on product and complexity of the personalization, please refer to production schedules in item description. For more specific times, please call or email customer service at info@cool-party-favors.com.
DO YOU SHIP INTERNATIONALLY?
Some, but not all, of our vendors ship to Canada. Please check with Customer Service for specifics. THE CUSTOMER IS RESPONSIBLE FOR ALL DUTIES AND TAXES FOR CANADIAN ORDERS. We cannot estimate the charges. Our store does not apply shipping to Canadian orders at check-out. It must be added on after processing.
WHAT ARE YOUR PAYMENT OPTIONS?
We accept Visa, Mastercard and American Express. Schools and other organizations utilizing Purchase Orders must contact customer service for prior approval. For large orders, additional information may be required before the order is processed, ie: CVV code and/or cardholder signature. If your credit card gets declined when we process the order, for your own protection, banks cannot provide us with information as to why your card is declined. In these cases, you need to contact your bank directly.
IS MY ORDER SECURE?
This site is tested and certified daily to pass the HACKER SAFE Security Scan. To help address concerns about hacker access to confidential data, the "live" HACKER SAFE mark appears only when web site meets the HACKER SAFE standard.
DO YOU HAVE MINIMUMS?
Yes, most of our items have minimum quantities. Please refer to that when placing your order.
WHEN WILL MY ORDER BE PROCESSED?
If an order is entered after 3:00 pm. EST, it may not be processed until the NEXT BUSINESS DAY. Please keep in mind when ordering. Also, all major holidays may affect your ship time.
WHAT ARE YOUR CUSTOMER SERVICE HOURS?
Customer service hours are M-F 10:00 am - 5:00 pm EST.
Closed all major holidays and weekends.
Customer service email is - info@cool-party-favors.com
Customer service phone numbers are: 877-328-6778 or 888-752-6164
WHAT ARE YOUR SHIPPING POLICIES?
All products are shipped directly from the manufacturer to the customer. Shipping methods include UPS, Fed Ex, DHL and Canadian and American Postal Services. Some items are shipped from Canada and may be subject to customs delays.
CAN I GET A SAMPLE OF AN ITEM?
We would be happy to send you a generic sample of an item for a small fee. Playing card samples are available at no cost. Please contact customer service for sample information.
AM I CHARGED SALES TAX?
A 6% sales tax will be assessed on orders being shipped to Michigan only.
HOW ARE EDIBLE ITEMS SHIPPED?
If you live in a climate with temperatures of 70 degrees or above or you are ordering during the summer, please select two-day shipping. Some chocolate orders require an additional charge for special warm-weather packaging.
Please email customer service for questions regarding Kosher Certification on edible items.
ARE THERE ADDITIONAL CHARGES LIKE SET-UP FEES?
Some items may have additional costs for example: Custom art design fee of $35 for the playing cards or a proof fee of $10 for the mint tins. Most proof requests will include ONE proof change, any additional changes will be an additional $10 for each change. Be advised that any proof changes may result in delays in printing and shipping. Regarding photo items, we DO NOT do any touch ups, photos are printed AS IS. Some cropping may be done but only to fit photo to item. Specific cropping or touch ups requests may require a small fee. Remember, printing on labels/paper, etc. can be very different than how a photo looks on your computer. Please contact customer service for more specifics - info@cool.party.favors.com.
DO YOU OFFER RUSH PRODUCTION? We do offer rush production on many of our products. Most of the charges are listed. Some fees depend on need.
Some companies periodically offer the opportunity to speed up production for a fee. Since these opportunites are not always listed, feel free to email us and ask us if an item can be rushed.
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Copyright © 2009 Cool Party Favors LLC
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