FAQs - Frequently Asked Questions
Placing Your Order
How long will it take to receive my order?
Custom items such as our signature platters and vases, signature frames, decals and ceremony vases ship out approximately 2-3 weeks after the order is placed. Wedding sparklers will ship out either the same day or the day after the order is received. All orders are shipped by UPS or USPS. ORDERS THAT HAVE AN INCOMPLETE OR INCORRECT ADDRESS WILL CAUSE A DELAY IN DELIVERY AND WHEN APPLICABLE, YOU WILL BE CHARGED AN $11.00 ADDRESS CORRECTION FEE IMPOSED BY UPS.
If you need a custom item before the 2-3 week time frame, please contact us first by using our online form or calling us toll free at 800-990-4510 prior to placing your order.
Can I purchase items for delivery outside of the U.S.?
Yes, but be aware that the shipping charges you will incur through our shopping cart will not include any additional charges that you may be assessed, such as taxes and duties.
Will I get an order confirmation?
An email confirmation will be sent within a few minutes after we receive your order.
What if I'm interested in something I don't see on your website?
Please contact us and let us know what you're looking for and we will find out if it's something we can do. Please contact us if you have any questions on larger orders.
What are your platters made of ?
All of our platters are made out of porcelain. It is very durable, like the normal dinnerware you use at home. This is more of a pure white color.
What type of pen is included for signatures?
We include a fine tipped permanent paint marker.
Are the signatures permanent and can I use the platter for serving food?
Once dry, the signatures are permanent on porcelain and can be gently hand washed without fear of them coming off(using scrubbing buds or harsh detergents on the signatures will remove them, however). Regarding food, the paint in the pens are non toxic, but the manufacturer still does not recommended that food be placed where the signatures are. We recommend that if you do plan on using the platters for food, that you simply make sure the people sign around the perimeter of the platter and leave the center section free.
How many signatures will fit?
That depends on the shape and size of the piece. Our smaller sized platters will accommodate up to 100 signatures utilizing the perimeter and back of the piece. Larger pieces can easily accommodate over 250 signatures using the same method.
What do I do when my item arrives?
Immediately open and inspect the item for any damage.
What do I do if the item is broken when it arrives?
Contact us immediately. If the item is damaged upon arrival, keep the box the item came in and contact us immediately using our online form or calling us toll free at 800-990-4510. We will gladlyprovide you a replacement piece at no charge.
What do I do if the frame, vase or signature platter is broken at the wedding or party?
We understand that these things happen. Though we're unable to replace any signatures or personalization you may have added to your item, we would be happy to give you a 50% discount on a replacement piece. Please contact us by using our online form.
Are the pieces food-safe?
Yes. The pieces delivered to you have been glazed and fired just like traditional dinnerware. To preserve the quality of the guest messages, we recommend the piece be hand washed and not cut with any sharp utensils. Microwave use is not recommended.
Special Notes about Wedding Sparklers
Sparklers are a wonderful tradition. This novelty, when properly used, can safely add light, charm and elegance to any celebration. Safety precautions and compliance with local laws must always be observed when using sparklers as they can be dangerous when used improperly. All manufacturer instructions and cautions should always be strictly followed. Sparklers will emit showers of sparks, are flammable, and can burn even when not glowing. Children must always be closely supervised by adults.
Sparklers are sold by the seller and purchased by the buyer upon the condition that the seller shall not be liable in any civil action for arrest or injury occasioned during purchase, transportation, storage, handling, or use of the sparklers.
Additional instructions regarding the proper use and safety of sparklers may be found here.
What is the quality of the glass?
The vases are hand made, so there may be imperfections such as an occasional air bubble. This can apply to both the main vase, as well as the pouring vases. If they do have blemishes, we make it a point not have them on the side we engrave your customization on. (We hope you aren't scared off with this disclaimer, it's just that in the world we live in, there are a few persons out there who just have unreasonable expectations).
How much sand do I need?
Each of our pouring vases hold between 1 1/4 to 1 1/2 pounds of sand. We have sand available for sale in 2 pound bags in many colors. You only need to buy one bag for each vase.
How long will it take to receive my ceremony vase set?
If we will be doing personalized engraving , it generally takes 1 week from the time the order is placed, for us to ship it out. However, during peak wedding season, it may take up to 2 weeks. Shipping times can range from 2-5 business days. If you need a rush on a vase, call us toll free at 800-990-4510 before ordering to make sure we can fulfil your order request.
What is your Return Policy?
Personalized items (Signature Platters, Vases, Stikpics, Personalized Guest Books, Sand Ceremony Vases, etc.)
Due to the customized nature of these items, there are no refunds. However, if an order is lost or damaged in shipping, or if there was an error on our part, we will make and ship out another at no additional charge.
Semi-Personalized items (Signature Frames)
All of our signature frames are custom made to order. Therefore, we do not offer refunds on them, nor can they be returned for a different style or layout. However, if a frame is lost or damaged in shipping, or if there was an error on our part, we will make and ship out another at no additional charge.
Sparkler orders are not eligible for refunds. All sales are final.
All other items
Other Non Personalized items may be returned for a full refund within 14 days of purchase. The merchandise must be in like new condition, complete, and returned to us at your expense. The initial shipping charge is not refundable. If you need to make a return, contact us first before doing so.
How do I contact customer service?
If you do not find the information you need in our Frequently Asked Questions page, you can contact customer service using our online form.