Can I cancel an order?
As long as your order has not shipped, yes, you can. We take 2-3 business days to process non-personalized orders and 3-5 business days for personalized ones. You must cancel your order before it is processed in order to get a full refund. If the personalized items are already made, you will still get a refund but a 30% cancellation fee will be applied.
Understandably, personalized items are not eligible for a return.
Orders placed within 15 business days are eligible for a return.
If you need to cancel your order, please email us at firstname.lastname@example.org as soon as possible.
What if there is problem with my order?
If you have an issue with an order, please contact us within 7 days so that it can be resolved. After purchase, your order is carefully created and packaged by hand, but if we make a mistake, we'll make every reasonable effort to the correct the problem including refunding the order if necessary.
Please contact us, within 7 days of receiving your order if there are problems with your items or if there are any missing items. After this 7 day period, I cannot be held responsible for missing or broken items. It is imperative you contact us right away if there is problem with your order. Please send photographs if there is an issue with the items.
We cannot replace any order due to errors resulting from the buyer (mailing address, or incorrect order, wrong information..etc). We strive to keep our customers happy and if there is an error contact us first and we can work with you on a case by case basis.
How are products shipped?
Momentos Events uses UPS and USPS for shipping products. We currently offer USPS Economy Shipping for all lightweight items such as favor tags, stickers and labels. For all other items, we have UPS Ground, UPS 3 Day Select, UPS 2nd Day Air and UPS Next Day Air.
Hawaii, Alaska and Puerto Rico orders please contact me first to get an accurate shipping quote. Shipping quotes are generally higher due to their locations.
How do backorders work?
In the case of a backorder, our team will contact you and notify you of the backorder and let you decide if you want to wait or cancel your order.
What are your processing times?
Momentos Events takes 2-3 business days to process non-personalized orders, 3-5 business days for personalized orders and 1 business day for a rush order. Take note that these are only the processing times and do not include transit times, the actual time it takes to physically get the orders to you. Although we generally process in these timeframes, there are exceptions to this policy that can happen during busy times.
Orders received after 4:00pm wont begin their processing time until the next business days. If you place an order after 4:00pm on Friday, processing time starts on Monday. That means we have until Thursday to ship out your order.
I just placed an order. How long will it take before it gets here?
Aside from the established processing time, transit time varies depending on the customer’s location. Please refer to the map below for UPS shipping times.
I need my order ASAP! Can we expedite our order? How much would it cost?
Yes, we can! Momentos Events charges a $15 rush fee so we can process your order in 1 business day. Then, you have the option to upgrade your shipping. We currently offer Economy Shipping for 3-5 days (only for labels and certain light items - Economy shipping transit times are NOT guaranteed), then UPS Ground, UPS 3 Day Select, UPS 2nd Day Air and UPS Next Day Air for all other items.