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Frequently Asked Questions

How do I track my order?

Upon completion of your order online you will receive a confirmation number, once that order is shipped out you will receive an additional e-mail from us stating your tracking number. If you have any further questions please call Customer Service at 626-962-1888.

My package has not arrived yet, what should I do?

WeddingOlala takes every pre-caution to complete orders as soon as possible. If your order does not appear to be processed or if your need by date is approaching and you have concerns/questions, please contact customer service via e-mail for a status update. Include your order number, full name and contact information (i.e. phone, email, address).

Can I change or cancel an order once it has been placed?

If for any reason you must cancel or change your order please contact us as soon as possible. Many times we process orders the same day they are made and it may not be possible to cancel or change your order, however, we will make every possible effort to accommodate your request. If the order has already been shipped and you still would like to cancel or change your order, you will have to return the item to us following our return policy and procedure. Please contact us via e-mail in all cases.

Is it safe to use my credit card online?

WeddingOlala.com takes every precaution to protect its customers' information. All submitted and sensitive information submitted to our website is protected both online and offline the information is encrypted and is protected with the best security encryption software currently available in the industry. Please contact us via e-mail if you have any questions or concerns about www.weddingolala.com security practices.

What credit cards do you accept?

We accept MasterCard, Visa, Discover, and American Express. We also accept PayPal.

Are there other payment options?

We're sorry but it is our policy not to accept checks, or money orders. We apologize for any inconveniences.

Do I have to pay sales tax?

Sales tax will only be assessed for orders that are shipped within the state of California (9%) in accordance with state law. All other states and countries are tax-exempt.

Do you offer bulk discounts?

We do offer bulk or volume discounts on many of our products. There is a listing volume price next to the picture of the product. If you are considering a product without a volume price listed, or if you need a much higher quantity of an item and would like a better price, please email us and we will try to assist you.

How do I return an item?

At WeddingOlala, we take pride in the quality of our work and our products. We highly regard our customer's satisfaction and our returns are a simple process.

If for any reason you are not satisfied with our products please email us or log into your account and request a return authorization within 3 days of your original purchase date and return the item to us for a refund, replacement or exchange less shipping charges. Please note that personalized and custom designed products are non-returnable and non-refundable.

Authorized returns are only accepted unused and in the original packaging the items came in. We cannot accept partial returns on favors due to our volume pricing (i.e. if you ordered 100 at the highest volume price, we cannot accept a return for 50 of them). Returned merchandise will only be accepted within 15 days from when the return authorization was given. A 25% restocking fee will be subjected to returns received after the 15 days of the requested return authorization and to items without a requested return.

No refunds or exchanges will be given after 15 days of receipt of goods. Please be advised that shipping charges, special orders, personalized items, and perishable products (chocolates, almonds, etc.) are non-returnable. For all credit card purchases a credit will be issued to the original credit card that was used for the value of the merchandise less original shipping charges. We WILL NOT give cash refunds, no exceptions will be given. The original freight charges and the return freight charges are the responsibility of the customer. Use a creditable shipping service such as UPS or FEDEX to safeguard your returns and so that the return can be tracked and delivery can be confirmed. Unfortunately, we cannot issue refunds for damaged, lost in shipping or used items. We recommend that the customer also insure the returns against damage or lost shipping items

Custom and personalized orders are non-refundable.

**Please inspect all merchandise upon receipt!!! If an order needs to be returned due to damage in shipping or an error made on our part, we need to be contacted within 3 business days of receipt of the merchandise to issue a return authorization so that we can immediately file a damage claim with the shipper and so we can offer an exchange for the correct product or a full refund.

Damages/Shortages- All claims for shortages or damaged items must be made within 3 days of receipt of goods. While we will be happy to cover replacement of the item(s) via the same shipping method as the original order, we will not be responsible for covering expedited shipping costs for the replacements of your original order.

How do I exchange an item?

Please contact us via e-mail for questions regarding exchanges or to receive an authorization for a return or exchange. An additional shipping fee will apply for all exchanges plus any restocking fees for the returned products if applicable. Absolutely no refunds or exchanges will be given after 15 days of receipt of goods. No exceptions given.

I have sent in a return but have not received a credit yet, why?

Returns are processed within 10-15 days from when we receive your authorized return and should then be posted to your account according to your institutions policies. If you have any further questions regarding your return, please contact us via email or call customer service at (909)599-1384.

Out of Stock Items

If an item is listed as being backordered or out of stock, you can still pre-order it online to reserve your item. We recommend pre-orders be placed as soon as possible, they are filled on a first come first serve basis. Place an order for the item as you normally would, we will ship the item to you as soon as we have it in stock. We will be contacted if your item is on backorder. We will also try and contact you if there is any other delay due to any unforeseen circumstances. Under any circumstances we will not be responsible for paying expedited shipping costs for a product that is or goes onto backorder after order receipt.

Do you offer sample orders, and if so, what is the policy?

Although we work hard to furnish our site with exceptional product images, we understand that you may still wish to request product samples. We are happy to help. Please feel free to order your samples online or call us at (909) 599-1384 to place a sample order. You will be charged the unit price of the product sample(s) plus shipping and handling.

Can I carry your products on my wedding favors website?

Absolutely! Just sign up to be our retailer, you will receive benefits such as discounted wholesales price, drop shipping, access to our entire catalog of our wedding favors and gifts, and a friendly account manager to contact with questions. Please contact us for information.

Do you have a catalog?

At this time we do not have a print catalog, but we do have additional product brochures that can be sent via US Mail. To request a brochure please email info@weddingolala.com

What are WeddingOlala hours of operation?

Customer Service

Our customer service representatives are delighted to assist you and answer any questions you may have. Please call us at 626-962-1888 during normal business hours (M-F, 9:00am-6:00pm, PST). If you are calling from outside the United States, please call our local number +1-626-962-1888. Or you can always email us at info@weddingolala.com anytime. Our staff will respond to all email inquiries within 24-48 hours.

 

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©ORBITEL INTERNATIONAL LLC dba WeddingOlala 2010. All Rights Reserved.
13177 Ramona Blvd Unit I, Irwindale CA 91706 USA
TEL: 626-962-1888
Patent No. US 7,810,706 B2    Date of Patent: Oct. 12, 2010