Customer Service - F.A.Q.


Placing an Order

What payment methods do you accept?
We accept online payment from all major credit cards including Visa, MasterCard, American Express, and Discover. We also accept payment via PayPal.

Will my online order be secure?
Yes, we process all orders with high-grade encryption using 2048-bit Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet.

Do you store my credit card information online?
For your protection, we do not store credit card information on our servers.

Do you charge sales tax?
Sales tax will only be assessed for orders that are shipped within the state of Florida (6.0%).

Do you have an order minimum requirement?
We do not have any minimum order requirements at this time.

How do I cancel, change, or modify my order?
Please email or call us right away if you need to make any changes or cancel your order. Once your order has reached our shipping department, it cannot be cancelled or modified.

How do I check the status of my order?
You will receive an email notification when your order has been initially processed, and another email with shipment tracking information when your order is ready to ship.

Do you offer samples?
We do not offer samples at this time, however we do offer a 100% Satisfaction Guarantee. If for any reason you are unhappy with your purchase, you are welcome to return your order for a refund in accordance with our return policy outlined below.

Shipping Information

What are your rates for Shipping & Handling?
Our shipping rates are calculated in real-time during checkout based on your proximity to our warehouses, the total weight of your package, and the number of packages required for your order.

How will my order be shipped?
Upon checkout you will be presented with the name of the carrier that will be shipping your order. Shipping methods labeled as Ground Shipping will be delivered via FedEx, UPS, USPS, or a combination of each. Some personalized items and shipments sent outside of the continental United States may be sent via USPS or through local carriers.

Will the items on my order ship together or separately?
In order to provide our customers with a wide variety and selection of discounted wedding supplies, we manage several warehouses in multiple locations. Some items may be shipped separately; however, you will only be billed for one shipment.

How long will it take to receive my order?
Delivery time is estimated by adding order processing time plus delivery time. Most orders will leave our warehouse within 1-2 business days, but please allow a maximum of 5-7 days for order processing in addition to transit time when placing your order. Personalized items and custom orders will require additional time for processing due to the nature of the order.

Do you offer express delivery or rush service?
Yes, we offer expedited UPS and FedEx deliveries but only for select items. If express delivery is available, it will be presented to you as an option during the order checkout process. Rush deliveries are also available for an additional fee; please contact us to make arrangements for this service.

Do you ship to P.O. Boxes?
No, we do not accept orders being delivered to P.O. Boxes.

What if my order is undeliverable?
Customers will be responsible for any reshipping fees charged by our carriers to redeliver the package to a different address. As per our return policies (see below), any deliveries refused by customer will not be eligible for return without prior approval.

Do you ship to APO/FPO addresses?
Yes; however, we do not guarantee delivery times and additional fees may apply.

Do you ship Internationally?
Yes we do! We've partnered with a mail forwarding service that provides our international consumers with the ability to purchase US goods, consolidate purchases, and have orders shipped for international delivery with substantial savings. To get started, click here.

Returns

What is your return policy?
We guarantee the products we sell 100%. If you are not completely satisfied, we will accept exchanges and returns within 30 days of shipment. No returns will be accepted without prior approval. Full credit for the return will apply only to the purchase price of the product. Shipping and processing charges will not be refunded. Personalized and any items with customization are non-refundable (see below). If your item arrives damaged, you must contact us within 7 days to initiate the return or replacement process.

Can I return personalized items?
Items personalized as per order cannot be returned. Please submit personalization information exactly how you would like it to appear on the items. If you receive your items and believe there is an error with the personalization or engraving, you must contact us within 7 days of receiving the items in order to be eligible for a replacement and/or refund. In the unlikely event a personalized item was incorrectly processed, Wedding Shop USA will replace the items at no additional charge or issue a refund for the purchase price of the item.

What if my items arrived damaged?
Please inspect all items carefully when you receive your order. If there is any damage, please contact us within 7 days of receiving the items to initiate the return or replacement process. Please note: candles that may have been damaged during shipment due to exposure to high temperatures are non-refundable.

What other items are non-refundable?
Items that are not returned in original condition and packaging, items damaged in the return shipment, digital downloads, software, disposable cameras, edible products, monogrammed or personalized items, items with custom select ribbon colors, and apparel cannot be returned unless defective.

How do I process a return?
You must contact us and provide your order number, name, item(s) you wish to return, and the reason you want to return them. After receiving your request, we will provide you with a Return Authorization Code (RAC) along with the appropriate address to return your items. A Customer Service representative will outline the details and help you with the process.

All returns must be repackaged in the original shipping carton including packing materials and contents, and shipped to the address provided by our Customer Service department. At times, we may require a specific shipper (USPS, UPS, FedEx) to be used for return shipments. IMPORTANT: You must return your items to the exact address provided to you by our Customer Service department. Items delivered to the wrong address and lost packages will not be refunded, so please be sure to follow the instructions provided to you carefully.

All returned items must be received within 14 business days of issuing the RAC number. Any packages returned without the RAC number or returned more than fourteen(14) days after RAC number was issued, will not be accepted. Unaccepted items will be returned at the sender's expense and another RAC will have to be issued. Return shipping costs are not refundable.

Do you charge restocking fees?
We do not charge a restocking fee on most items. A restocking fee up to 15% may apply on certain items or orders. If you would like to know if an item or if your order will incur a restocking fee, please contact us.

How long before I receive my refund?
Refunds on orders that have not shipped will be issued within 3 business days. For product returns, we will issue a credit within 3 to 5 business days after we receive your returned package and inspect the items. Please allow sufficient time for your banking institution to process the credit to your account.

Misc. Questions

What happens if my product becomes unavailable?
We make every effort to keep our catalog current. On occasion a product may be discontinued without prior notice. If an ordered item was discontinued you will be contacted with the option to exchange the discontinued product for a similar product from our store or to receive a full refund. If your order includes a backordered product, your order will ship when the items become available. In the event that half or less of the items ordered are on backorder, we will ship the items that are currently in stock and the remaining items will ship separately

How can I personalize a specific product?
You may specify your personalization options during the online checkout process. A list of available options will be provided on each product page, and you may also provide us with additional comments on the final page of the online checkout process if necessary. Please note, we reserve the right to refuse service for personalized orders containing unlawful, threatening, abusive, libelous, defamatory, obscene, vulgar, indecent, inflammatory or profane material (it's a shame we even have to state this).

I am a wedding vendor. Can I sell my products or advertiser on your website?
For product listing and advertising inquiries, please contact us using the contact form provided on this website.

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