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Customer Care and Frequently Asked Questions

How long will my order take? 
Most products are typeset and printed at the manufacturers' facilities and shipped directly to you. We are happy to provide you with an approximate timeframe. If you happen to need your order soon please contact us for rush shipping.

Our turnaround time depends on several factors:

Please note that orders from multiple manufacturers will arrive separately at varying times.

Can I receive a proof of my item? 
We're more than happy to provide a proof.  If you require a proof, please indicate that when ordering by checking the 'Optional proof' button.  The proof fee generally covers up to two proofs. 

I may need some assistance with wording for my invitation or announcement. 
Our stationery experts are always available to assist you with wording, font selection and color.  Please contact us regarding any questions that you might have.

May I receive my birth announcement envelopes early? 
Envelopes may be sent early for birth announcements only.   Please note that a separate charge of $20 will apply.

My order requires a photo upload, how do I achieve the best results?
Please submit high quality digital files 300 dpi or higher in .jpg format.  The picture should be no smaller than 5.25" x 3.5" or 1575 x 1050 pixels for the best result.  The photo size should be larger than the final printed size.

Please note that all sugarnest manufacturers reserve the right to reject photos for quality or copyright concerns.

What are your quantities options?  
Each manufacturer has specific quantity options that are available.  Unfortunately because of this, we are unable to provide quantities less than those listed.  Please contact us for higher quantities than those listed and we will happily provide you with the best pricing available.

Is my credit card secure on your website? 
sugarnest goes to great lengths to ensure that your personal information is protected.  This includes secure servers and Secure Sockets Layer (SSL) technology to protect your private information as it is transmitted to us.  McAfee Secure also tests our sites daily for security vulnerablitlies.

Is my personal information safe on your website? 
Absolutely!  Please see our Privacy Policy.  We only collect information necessary to process and ship your order.  We utilize a secure server when collecting credit card information.  If, however, you prefer to give us your credit card information over the phone, please send us an email and we will contact you shortly. 

What forms of payments do you accept? 
We currently accept Mastercard, Visa, Discover, American Express and Paypal.

Will I be charged sales tax? 
Only if the product is shipped to Virginia (5%).

Do you ship outside of the United States? 
We currently only ship within the United States, Hawaii, Alaska and Puerto Rico.  The shipping rates described do not cover the expense of shippiing outside of the US.  However, if you live in another country and would like to purchase from us, please send us an email and we will happily give you shipping pricing.

What is your return policy? 
Due to the custom nature of our business, we are unable to accept returns on personalized items.  We only accept returns if there is an error in the text or defect in the product.  We encourage you to please check your order summary and proof (if one is requested) thoroughly before confirming your order. 

Non-personalized stationery items may be returned if you are not completely satisfied.  Please contact us within 7 days of receipt of the order to obtain return shipping instructions for a refund or replacement.

How are any errors handled? 
Generally, orders that include an error made by the customer will be reprinted at a discounted rate and processed as soon as possible.  In the event of an error (on the part of us or our manufacturers) we will reprint and reship at no charge to you.  

Errors made by the customer include the following:

Who do I contact for marketing opportunites or press inquires?
Please send us an email for the fastest contact.

My question is not addressed here, what is the best way to contact you?
The best method of reaching us is via email.

 

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