FAQs

Do you have a catalog?

We don’t have a print catalog so that we can keep our prices low and offer up to 40% off the retail prices. We get new items in everyday and a print catalog just couldn’t stay current to all of the items in our inventory.

Do you ship to Canada or internationally?

Katie James Designs ships only to the continental US at this time.

Can I buy more than one item at a time?

Absolutely! Just add everything to your cart and checkout with everything at one time. Please note that because different items will be shipping from different manufacturers, each favor may have different personalization options and you will need to provide that information for each item you purchase.

Can I personalize my item / order?

Many of our items include personalization, that is either included in the price or as an additional charge. The items that offer personalization will be indicated in the product’s detailed description, as well as during the checkout process where you will select those options when you add them to your cart. For those items that offer personalization, the personalization options such as font, format, layout, etc. are only available as shown. There are no additional custom options besides what is shown with the description. Please pay particular attention to the layout as well as the order of the letters that need to be provided. For example when requesting a monogram vs. initials, if the name is Mary Elizabeth Jackson, initials are MEJ, however the monogram would be MJE.

How much does shipping cost?

Actual shipping will always be shown in the shopping cart. In order to deliver your products as fast as possible and keep our prices low, we ship our products directly from the manufacturer

How long after I place my order will I receive it?

Most non-personalized orders are shipped out in 3-5 business days. Extremely large orders may take up to 2 weeks depending on product availability. For favors that have personalized tags or labels, please allow 5-8 business days for processing.

Is the product I want in stock?

We strive to keep our website up-to-date with our latest stock status. If an item is in stock, it will be available to purchase on our site. If an item is out of stock, we will indicate that on the product page. Occasionally due to demand, we may have a rare case where the product shows as available but is actually out of stock. Should this occur, we will contact you immediately to determine how you wish to proceed. Often times, the product will be back in stock within a week or two so we can just hold your order and deliver it as soon as it comes in. However, you will be given the option to either change to a new product, wait for the backordered product to come in, or cancel the order completely.

Engraved/Personalized Items

Please check the spelling and all personalization information very carefully before placing your order. Once an item is in production with personalization, it cannot be changed. We are not responsible for misspellings, your order is processed exactly as it was entered. If engraved or personalized fields are left blank, and/or indicate “No Personalization” or “No Engraving”, the order will be processed without personalization. Personalized/custom items are non-fundable and non-returnable. If an item is purchased from katiejamesdesigns.com and is taken to another vendor for personalization, it is not the responsibility of Katie James Designs to replace or refund the item if it becomes damaged or destroyed in the process.

Damaged Items?

On that rare occasion that an item arrives defective or damaged,please email customerservice@katiejamesdesigns.com along with your order information along with a photo of the damaged or defective item. You must notify us within 5 days of receipt of the package. Your claim will be reviewed and responded to within 24 business hours. Replacement orders usually ship with 48-72 hours. Arrangements for pickup or disposal of the item will be included in the claim response.

Missing Items?

Please thoroughly inspect your order upon receipt for any damages, discrepancies or missing items. If any problems are found please notify us within 5 days of receipt of the package. If your order shipped in multiple packages from different manufacturers, you will received an email with each showing the item numbers. If the item appears on the packing slip but is missing from the package please notify is immediately.

Can I pay extra to get my order faster using expedited shipping?

At this time, we do not offer an expedited shipping option. We always encourage our customers to order early to make sure the favors arrive in plenty of time.

How do I track my order?

Once you place your order, you will receive an email confirming that we have received your order. Once your order has moved into the fulfillment process, you will receive an updated email with the status. Once your order has shipped, a shipment confirmation will be sent to you. You can also visit our order status page anytime to get the latest information.

Can I order favor samples or less than the minimum quantity?

Many of our favors now have an option to buy a single quantity as a sample. Just look for the “Sample Size” option for the item you wish to buy. Note that if there is no sample option, then it is currently not available for that design. Also, all sample orders must be placed online and only 1 sample of a design can be ordered. Multiple orders for samples beyond 5 are subject to cancellation. You cannot order both a sample and a regular quantity of the same item. Please note that samples cannot be returned.

What kind of payment methods do you accept?

We accept Paypal as well as major credit cards including American Express, Discover, MasterCard, and Visa. For Visa and Mastercard, the credit card must be issued by a US or Canadian institution in order for us to process and accept your order. We do not accept gift cards (e.g., Visa gift cards), money orders, cash, or personal checks.

Why do I get an Address Verification (AVS) error when trying to order with my credit card?

As an additional security measure, we make sure that the billing address you provide matches the address on your credit card statement. Double-check and be sure that you are using the correct billing address, especially for corporate credit cards. If you have recently moved, your credit card company may not have updated your information yet. If you have not moved or continue to get an AVS error, we recommend that you call the toll-free number on the back of your credit card. The credit card issuer should be able to help you with the AVS error.

Why do I need to submit a Credit Card Authorization form?

At our discretion, large orders being delivered to an address other than the billing address (that has an AVS match to the credit card being used) may require a credit card authorization form. We may also require an adult signature for delivery. We will inform you if your order requires this extra authorization.

Can orders be cancelled?

Any orders that are not yet processed can be cancelled. .If you must cancel your order please contact via e-mail immediately. E-mailing us will help insure the cancellation of your order and prevent unwanted charges and shipments. If an order is already boxed for shipment or already left our facility, we cannot cancel the order. Additionally all items that have been personalized or engraved cannot be cancelled or refunded and are non-returnable. We will provide a confirmation via e-mail when your order has been cancelled. Any orders that are refused delivery by customer without prior written notification to us will be subjected to a 25% re-stocking fee. All cancelled orders must have written email confirmation from us that the order has been cancelled.

What happens if I give the wrong shipping address? (Note: We cannot deliver to PO boxes)

Please be sure to include all pertinent information such as apartment numbers at checkout. An incorrect or incomplete shipping address will likely experience delivery delays. If the address problem can be corrected before the product leaves our facility, then there is no charge. However, changes made enroute will be charged up to $25 for the change of address fee that FedEx charges us. If a product is completely returned to us because of a bad address, we can reship the items to the corrected address for a fee equal to the shipping charges that were assessed on the original order. If the order is returned because of a bad address and the customer refuses to take delivery at an alternate address, the 25% restocking fee will apply. For perishable and personalized items that are not reshipped to an alternate address, a 100% fee will apply and no refunds can be issued.

What is your guarantee?

Katie James Designs is confident that you will be happy with your order and we back it up with our guarantee so that you can be confident when placing your order with us. Please see our guarantee page for more details.

What is your Return Policy? (Please read this section carefully)

Katie James Designs makes returns easy and no restocking fees for returns made within 14 days on all orders placed through the www.katiejamesdesigns.com website. We are committed to providing quality products at affordable prices. Your satisfaction is our top priority and we want you to be happy with your order. So in the rare instance that you are not completely satisfied with your purchase, we will be happy to take it back. Please note that exceptions may apply to personalized items and perishable food. See our returns page for detailed information.

Will you share my personal information with other companies?

Protecting your privacy is important to us. We have posted our full Privacy Policy here.

Is it safe to use my credit card to order online?

Our site uses the industry standard Secure Sockets Layer (SSL) protocol that encrypts personal information being transferred over the Internet during the ordering process. When your browser is in secure mode, you will notice an unbroken key or lock icon at the bottom of the browser window. We do not store or retain any credit card information on our servers.

Color variations?

Because many of our products are made with a variety of processes, colors can vary slightly from what you see online. While we try our best, some minute variations can occur. Many computer monitors have various color and saturation settings which can alter the hue of the photos and is unfortunately outside of our control. Rest assured that we strive to bring you products as exact to the shown hues as possible and that variations add depth and dimension to your wedding color scheme, should they occur.

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