Frequently Asked Questions
Changes and Cancellation
I made a mistake while placing my order. What do I do?
Contact us immediately by emailing email@example.com or 626-795-1522. If you have not yet received or approved your proof, we can help with changes such as increased quantity, change in shipping address, or change in shipping method. Once you have approved your proof for printing, we are unable to make any changes to your order.
I want to update my shipping or quantity information.
We can update this information at any time during the proofing process. Simply let your designer know by phone or email.
How do I cancel my order?
Contact us immediately at firstname.lastname@example.org or 626-795-1522. A $100 cancellation fee plus the cost of any additional proofs will apply to custom orders. We will be unable to cancel your order once you have approved your proof. Please allow up to two billing cycles for any refunds to be reflected on your credit card.
How do I return my order?
To return a paper goods order send an email to email@example.com with your original order number and we will start the return process. Custom invitations cannot be returned, however, if we have made an error while processing or printing your cards, we will gladly reprint the cards at no additional cost to you. Please check your order thoroughly when it is received as we cannot make any changes or refunds after 14 days from receipt.
Proofs for Custom Orders
Are all colors true representations?
Colors on PDF proofs are used as a guide only. Colors and size on PDF files are not always 100% to scale. Ink colors will vary from computer monitor to monitor. When printing proofs out on home printers, ink colors will vary from printer to printer. For accurate colors, please order a sample invitation for $5. This can be purchased on the invitation order page and comes with an ink color chart.
Can I see a printed sample of my order?
The best way to see printing and paper quality is to order a standard invitation sample from the design(s) you are interested in. The cost is $5 per sample with free shipping within the US. If you would like to see a printed sample with your wording and design changes, this can be ordered through your designer. The cost is $50 plus shipping and will take 5 business days to print. We can only print samples for digital invitations. Letterpress or foil cannot be printed for a sample.
How do I make changes to my proof?
All changes can be made by emailing your designer directly. Your designer is here to help you create the perfect invitation. She will let you know of any changes that require an additional charge.
Are proofs free?
The first three proofs are free of charge. Any additional proofs are $20 each. You can make as many changes as you need within each round of proofing so we recommend that you bundle as many changes as you can within each proof. We have found that 95% of orders are approved within 3 rounds of proofing.
Can I approve my order if my guest address list isn't ready?
Of course! All we ask is that the list be emailed to your designer within 5 business days to avoid any production or shipping delays.
What if I need to cancel my order?
If you need to cancel your order after a proof has been sent, a cancellation fee of $50 plus the cost of any additional proofs will be applied. We will refund your order total to your original form of payment minus the cancellation fee.
I approved my order, but found an error...
Please contact us immediately by emailing your designer or calling us at 626.795.1522. We do everything in our power to send out perfect orders. If there is a mistake on our part, we will correct it as soon as possible or come up with a solution that works for everyone. If there is a mistake on the order as approved, we will have to charge for reprinting. We obviously do not want this to happen so please have a fresh set of eyes look over the proof before approving. Please check your order thoroughly when it is received as we cannot make any changes or refunds after 14 days from receipt.
What should I check for when proofreading?
Please remember to check for spelling, grammar, dates, times, addresses and phone numbers. You’ll also want to double check items such as fonts, layouts, ribbon color, envelope color, backing paper color and order quantities for each piece. Use the checklist below to make sure all pieces are correct.
- Paper Colors
- Ribbon Colors
- Ink Colors
- Foil Colors
- Are all items included on your proof?
For best results, have someone who has never seen the order before do a final read through before approving.
When will I receive my order?
Production time for digitally printed orders is 5-7 business days after we receive your proof approval. Production time for letterpress and foil orders is 10 business days after we receive your proof approval. This does not include shipping time, which can add up to 5 business days.
What is hand-canceling?
Hand-canceling is when each envelope is hand marked by a person at the post office instead of being run through an automated machine. The post office ensures the stamp(s) you put on the envelope can’t be reused again by marking or “canceling” it with an ink stamp. Unless you specifically request your invitations to be hand-canceled, they will be processed and stamped by a machine, which might tear or smudge them. We always recommend invitations be hand-canceled at the post office to ensure that they arrive at their destination looking as beautiful as possible. Check with your local post office for availability and pricing before you purchase postage. We cannot assume responsibility for the state of your invitations during mailing, but we have found hand-canceling is the best way to ensure a flawless delivery.
How do I submit a guest list?
You can download our spreadsheet template here.
You can submit this form at check out. Or, if your list is not complete when you are ready to place your order you can gather your addresses and email it directly to your designer when you have a completed list.
Please do not be in a hurry to send this in. Guest lists are the last thing we print so it can be submitted after the order is approved. It is much simpler and more cost affective for you to submit a finalized and completed guest list rather than adding names or reprinting envelopes after the order is shipped. Please submit your guest list as a single spreadsheet file with only one sheet. If there are multiple sheets we will not know which list to print.
We accept the following spreadsheet file types:
.csv (universal spreadsheet)
.numbers (Numbers on Mac)
Will I see a proof of each envelope?
No, we will include a sample of the guest addressing with your proof. Once we receive the list we will use a data merge program to import the list exactly as typed. We correct for capitalization to ensure that it matches the proof (all caps, all lowercase, mixed case, etc) and zip codes (some spreadsheet programs drop the first zero) BUT we do not check for spelling, punctuation, abbreviations, etc. If you would like the street name or state spelled out in full please type them out. See below for the correct formatting.Can I submit additional names after I receive the order?
Yes, we understand that there are always circumstances beyond your control! You can submit additional names after your envelopes have been printed. The cost for this is $5 per guest address plus cost of the envelope, envelope liner, return address printing and shipping + handling.
Will you hold envelopes back for me in case I have extra names?
No, we cannot store any pieces for orders that have been shipped out.
Guest details for menus and place cards
How do I submit a list of guest details to be printed on my menus or place cards?
You can download our guest details spreadsheet template here.
This spreadsheet has columns for names, table number, and 3 entrée options. If you do not need the information from any of these columns simply leave them blank. If you need additional entrée options add another column to the right of entrée 3.