FAQ
Frequently Asked Questions
1.Order
- How do I change/modify my order?
Please note that we can help you modify your order before you confirm to print.
It includes changing the size or the color of an item, removing an item, changing your shipping address.
If you need to revise item after printing confirmed, there is extra fee charged.
Our customer service will guide you the payment.
Once your package shipped, we will not be able to change anything.
- How do I track my orders?
Tracking your order is simple and easy to do. We will send you an email letting you know once your order has shipped.
Also, you can contact us to get your tracking number.
- How do I cancel an order?
To cancel a paid order, you will need to contact us and send all the necessary information.
We cannot cancel orders which have been printed.
We cannot cancel orders which have been shipped out.
In other words, once you receive our shipment notice, the order cannot be canceled.
- Why didn't I get an email about my order being shipped?
We will send you an email once your order has shipped.
If you did not receive an email, you may have entered your email incorrectly or it could of went to your spam folder.
It normally takes 6-10 business days for us to process your confirmed order and we will then ship your package out.
If you have not received an email about your order being shipped within 10 days of the date you placed your order then please contact us.
- Do you send samples?
Yes, simply click on “Order Samples”
(found under the WEDDING MENU section at the bottom of our website) and complete the form.
2.Delivery
- What shipping methods do you use?
We ship all items by UPS/FedEx/DHL/TNT International Express
to customers all over the world.
Note: UPS/FedEx/DHL/TNT does not deliver on weekends or national holidays.
- How much does shipping cost?
Shipping is free of charge to the United States, when you place an order over US$58. Free shipping for order over US$79 in Canada and Australia.
- How long will the order take for me to receive it?
Once you place an order, we will email you proofs within 1-2 business days. After you have confirmed to print, you will process your order within 12-18 business days. In order to ensure that your items arrive in time for your event, please use the following calculation to determine the estimated date you’ll receive your order:(Processing Time) + (Shipping Time) = Estimated Delivery Time. Processing Time: the period of time from when you submit your order to when the order leaves the warehouse. In this period we may contact you to confirm order details or prepare your custom order product. Shipping Time: the period of time from when the item be shipped by FedEx/UPS/DHL/TNT to when it arrives at your door. Estimated Delivery Time: The total period of time from when you approve the proofs to when you receive your wedding invitations.
- I need my cards as soon as possible. Do you take rush orders?
We will try our best to accommodate your schedule. After reviewing the details of your order, we will let you know whether it can be completed within your requested time frame. Please contact us when you place the order.
- Can you ship to a P.O. BOX address?
Unfortunately, we cannot ship to any P.O. Box addresses. We require all customers to provide us with a physical address to ensure your products will reach you safely.
- How do I change my shipping address once my order is placed?
We can only update your shipping address before shipment.
To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
Once your package shipped, we will not be able to change the shipping address. And we are unable to cancel an order after shipment.
- Why is the tracking number not working?
When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days (3-7 days) to see any activity once it has shipped out from our end.
- Why hasn't my shipping information been updated?
Sometimes it takes the information some time to update. Sometimes the shipping company has not updated the package information.
- How come my package shows delivered but I have not received my package?
Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. If you cannot find it, check for your package with the shipping company then. Remember to bring your ID! If you still cannot find your package neither, please do not hesitate to contact us.
- Why was my package returned?
There are multiple reasons your package might have been returned to us.
- Wrong or incomplete address
- Invalid phone number
- Unable to deliver
Please contact the shipping company for more information or you may contact us so that we may assist you better.
- Do I need to be at my shipping address when my package is delivered?
Sometimes your package requires a signature for it to be delivered. You may contact the shipping company and ask them details about your package with the tracking number we have provided. If you missed the delivery, please contact the shipping company to arrange for them to redeliver or for you to pick up the package.
- What should I do when tracking updates show my package was returned?
Please contact the shipping company and remember to provide your tracking number to find out more information. If you still can not find your package, please contact us as soon as possible. We will be more than happy to resolve this issue.
3.Customization
- I don't like the wording templates that you offer on the website. May I use my own wording for the invitations?
Yes. We will print whatever you’d like for us to print and the pricing includes this service.
- Can you print other foreign languages besides English?
Yes, it is a free service, however we do require you to provide us with the wording before or after you place the order. You also agree to take responsibility for any mistakes, therefore we do ask you to check your wording thoroughly before submitting that information to us.
And because we don't have specific fonts for the foreign languages, some of the letters may show incorrectly. We advise that you offer us the font in your language in a .TTF file to avoid any possible confusion.
- May I change the color of the laser cut wraps?
Some of the laser cut wraps' colors can be changed, but an additional $25 will be charged for the customization. And please note, for the customization orders, please allow for about 12-15 days for production. Please contact us inquiry about the color customization.
- Is it possible to just buy the laser cut wraps/pockets?
Yes. You can buy the laser cut wraps only. The price varies based on different designs. Please contact our customer service (service@clearweddinginvites.com) for a custom quote.
- Do you offer invitation assembly service?
Yes, the assemble service of acrylic invites and vellum invites is free of charge. Laser cut invites cost US$50 assembling fee. Please contact our customer service (service@clearweddinginvites.com) for the exact quote of the invitation assembly service that you want.
- Can you print the return address on the envelopes and the guests' addresses?
We print the return address on the back flap of the outer envelope at default. We print the return address on the front of the rsvp envelope at default.
Printing service of return address is free with paper invitations (thin 120GSM envelopes). Thick envelopes printing is available, please contact us for details. Printing service of guests' addresses is available too. Click here to order.
- Do you offer other cards besides wedding invitations and enclosure cards?
If you want to order other cards, such as menu cards, wedding programs, bridal shower invitations, place cards, etc., we can easily custom make them to suit your needs and requirements. Simply contact us at service@clearweddinginvites.com and we will be happy to help you.
- Your website states the invitation is $2.36. Why is it when I add my quantity to the shopping cart, it shows a higher price?
Our price policy is the more invitations you order, the more affordable they each become. When you click the drop-down menu of the quantity, the price shown is the amount you pay. Moreover, we offer a special deal for the clients who order more than 300 invitations. Please refer to the drop-down menu for the price of the invitation quantity that you want to order.
4.Return
- What is your return policy?
All requests for returns due to mistaken shipments must be approved by us within three working days from receipt of order. Customized items are not returnable or refundable if they shipped out and received. If there is quality problems, please contact us within three working days from receipt of order.
More details, you may please pay attention to our Return Policy.
- I still haven't gotten the refund in card. What is status of my refund?
If we said we will refund to your credit card, the whole process may need 14-30 days as you card bank need to process the refund to you.
We could refund to your card account in 24 hours. But you card bank need 14-30 days to transfer the money to your card account.
We can't control the processing speed of your card bank. Please ask the card bank for detailed information.
We apologize genuinely for the inconvenience caused and thanks for your kindly understanding.
- Will I get full refund for my return?
Customized items are not returnable or refundable if they shipped out and received. If there is quality problems, please contact us within three working days from receipt of order.
5.Payment
- Why was my payment declined?
If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In the case that your payment is still refused, we suggest trying a different card or payment method.
If the above instructions fail please contact your bank or contact us with as much detail along with the error messages. so that we may assist you.
- Why am I being asked to authorize my order?
Detailed personal information may be required to authorize your order. If you have been asked to authorize your order it has been randomly selected and placed on hold by our fraud prevention team for further verification. It is our responsibility to protect our shoppers from any unwanted billings. If the order has not been authorized after one week, we are forced to believe it is fraudulent and the order will be subject to cancellation without further notice.