FAQ's (click category to expand)
WHAT IF I HAVE GENERAL QUESTIONS BEFORE MAKING MY CUSTOM ORDER?
We understand that ordering custom apparel can be a complex matter. For that, we have compiled a document based on our many customer questions we have received. Please CLICK HERE to access. If you still have questions after looking over the documentation or if you are unsure about something, please feel free to contact one of our customer service representatives at 877-374-3299 or via Live Chat on our Customer Service page.
MY EVENT IS IN LESS THAN 2/3 WEEKS, CAN I RUSH MY ORDER?
Depending on how soon your need is, we do have an expedited service available. We can sometimes accommodate 3-4 weeks delivery turnaround for orders shipped to the US. For international orders this time frame may be extended. Please contact us to find out more about pricing and availability of this service. Note that during our high season this service may not always be available. Alternately, feel free to visit our Ready Made Attire category for items that are available for immediate shipment.
I NEED A SPECIFIC EMBROIDERY COLOR. DO I HAVE TO PURCHASE AN EMBROIDERY BOOKLET?
If you need an embroidery color to match a specific color you have already chosen for your wedding or event, we strongly recommend purchasing our Marathon embroidery sample booklet. This booklet contains samples of all 300+ colors in the actual thread that will be used to make our custom designs. Click HERE for additional information.
You can also view the colors online. However, the shades can often vary depending on the monitor you are viewing it from. The online swatch matching system is for a basic reference of color, not for exact accuracy. If used and relied upon for an exact match, it is done so at your own risk. If this method is used WeddingTropics cannot be responsible if the color received does not match properly. If the embroidery color received is not what you expected, our standard "custom order" return/exchange policy will still apply.
ARE YOUR SIZES AMERICAN SIZES?
For "Ready Made Attire" our sizes run fairly true to size. However, since not all designers and brands run the same, we would suggest measuring each person to ensure the proper size is ordered.
SIZING MY CUSTOM SHIRTS, CUSTOM LINEN PANTS, and LINEN SUITS
Each item is made to measure meaning that we use the specific measurements provided by you. We would suggest measuring each person to ensure the proper fit is achieved.
HOW DO I KNOW THE CORRECT SIZE FOR MY CUSTOM SHIRTS, CUSTOM LINEN PANTS, or LINEN SUITS? To view our size charts click here. We strongly recommend following the instructions carefully. These measurements can be taken easily at home with the assistance of another person or you can also go to a tailor to obtain these measurements. If a tailor is used, we suggest printing out our measurement instructions, as they may not be accustomed to our measuring style. We often emphasize (probably over emphasize) the importance of obtaining accurate measurements.
WHAT IS THE DIFFERENCE BETWEEN MY MEASUREMENTS AND THE ONES OF MY FINISHED PRODUCT? To produce your Custom Made shirt, a specific percentage is added to certain measurements provided to ensure a good fit. The neck, shirt height, and sleeve length measurements will be used as is. The chest, belly, hip, and shoulder measurements will have room added for comfort and correct fit. Our "Relaxed" fit has a slightly larger percentage added as opposed to our "Fitted" style.
WHAT ARE THE SHIPPING COSTS FOR "CUSTOM MADE" ITEMS? Our custom apparel is manufactured in Central America on an expedient basis, therefore must be imported into the US via air freight. The cost associated with this service includes customs duty clearance and brokerage fees. This fee also includes standard shipping and handling costs for shipment to you from our distribution center in Fort Lauderdale, FL.
WHAT IS YOUR SHIPPING METHOD FOR "CUSTOM MADE" INTERNATIONAL ITEMS? International orders may be shipped via USPS Priority Mail International, DHL, or FedEx. Total processing and shipping time is guaranteed within 6-8 weeks. Once shipped delivery time can vary from 4-14 business days depending on the method shipped. Depending on the destination country of your order Taxes and Duties may be applicable before your package can be delivered. As your country imposes these fees, WeddingTropics cannot be responsible or provide compensation for such fees. We do, however indicate the very lowest value possible on your package so that, if imposed you will pay a minimal fee.
WHAT IS YOUR SHIPPING METHOD FOR "CUSTOM MADE" DOMESTIC ITEMS? Domestic orders are shipped via USPS Priority Mail. Once shipped your tracking number will be emailed to you. Delivery time can take between 2-5 business days.
WHAT ARE THE SHIPPING COSTS FOR "READY MADE" ITEMS? Shipping costs for our "Ready Made" attire can vary. To determine the exact amount, you can add the item to your shopping cart and proceed to the "payment" screen. If you do not wish to complete your order at that time, you can simply exit this screen.
WHAT IS YOUR SHIPPING METHOD FOR INTERNATIONAL "READY MADE" ITEMS? International orders may be shipped via USPS Priority Mail International, DHL, or FedEx. Once shipped delivery time can vary from 4-14 business days depending on the method shipped and destination country. Depending on the destination country of your order Taxes and Duties may be applicable before your package can be delivered. As your country imposes these fees, WeddingTropics cannot be responsible or provide compensation for such fees. We do, however indicate the very lowest value possible on your package so that, if imposed you will pay a minimal fee.
WHAT IS YOUR SHIPPING METHOD FOR DOMESTIC "READY MADE" ITEMS? Domestic "Ready Made" orders are shipped via USPS Priority Mail. Once shipped your tracking number will be emailed to you. Delivery time can take between 2-5 business days. Please contact our Customer Service department if your order is needed sooner.
WILL MY PACKAGE BE SECURED WHEN DELIVERED? IS SIGNATURE REQUIRED? If you are not able to receive your order or if you are concerned about the security of the location we recommend requesting "Signature Confirmation" in the comment box during checkout. You may also have your order shipped to a work or alternate address that may be more secure.
CAN I "OPT OUT" OF SIGNATURE CONFIRMATION? Signature confirmation is designed to protect both the recipient as well as the shipper. This may be somewhat inconvenient, as it requires the recipient to be present at the time of delivery. All packages valued over $200 are shipped using USPS Signature Confirmation. If your order is over $200 and you do not want nor require this service you can request to opt out. This may be a good decision if you consider your residence or delivery location to be safe and secure as your order may be left without supervision. Simply indicate "Signature Confirmation opt out" in the comments section at checkout. Please take note by opting out of Signature Confirmation you do so at your own risk.
RETURNS & EXCHANGES
WHAT IS YOUR EXCHANGE/RETURN POLICY FOR STOCK ITEMS?
RETURNS -- To return a "Ready Made" item contact our Customer Service department to obtain an RMA number and return instructions. We offer a full 365 day return policy if you are unsatisfied with your "Ready Made" item. Clothing articles must be unworn and in original condition with all labels and tags intact. Returns are subject to a 15% restocking fee. Shipping charges are not reimbursed. The RMA number must be clearly written on the package as well as a copy of your original invoice in the package. Custom items are defined as a special embroidery color or tailored size. For custom orders please read below.
WHAT IS YOUR EXCHANGE/RETURN POLICY FOR CUSTOM ITEMS?
Due to the fact that these items are Custom Made specifically for you, we can not accept returns for any reason. This is standard practice as all of our Custom Made attire is made especially for you even if a standard size is chosen. If an error was made in the production process we will promptly re-make and re-ship the item at our cost.
Custom made items are defined as:
*Special embroidery color that does not match the color of the shirt fabric.
*Special tailored sizing.
Although we do sympathize, we cannot stress enough the importance of carefully following all instructions regarding measuring and matching embroidery colors. If a new item is needed a new order must be placed and we will remake the item. Depending on the circumstances we would gladly provide you with an amicable discount on the new order. The discount amount will be provided by one of our Customer Service Representatives.
*Please contact us right away if there is a problem with your order. Our priority is to make sure that you have a properly fitted outfit. With Custom Made items time is usually very critical. If there is a mistake made on our behalf no matter the item, we will swiftly re-make and ship the item at no additional cost.
WeddingTropics is available to answer any questions regarding sizing and provides our customers the opportunity to purchase both fabric and embroidery samples. These samples are the actual fabric and embroidery used to make our items. Since we make these services available to our customers, we cannot assume responsibility and cannot provide a refund if the sizing, fabric or embroidery color is not what was expected. This list includes all custom items listed below:
* Gowns & Bridesmaid Dresses
To exchange your "Ready Made" item, please contact our Customer Service department to obtain an RMA number and return instructions. Clothing articles must be unworn and in original condition with all labels and tags intact. Please note that if a replacement size or style is needed a new order must be placed. Once your original order is returned to us you will be refunded within 5-7 business days for entire price of the item. For your benefit we strongly suggest to purchase return shipping that includes delivery confirmation or provides a tracking number. The RMA number must be clearly written on the package as well as a copy of your original invoice in the package.
HOW DO I ORDER ONLINE?
To order online, you must first create an account and enter all of the requested information. Once created, you can add the items to your shopping cart and proceed to “checkout”.
HOW DO I KNOW IF MY ONLINE ORDER HAS BEEN PROCESSED?
Once your order has been processed you will receive an email confirmation in your email. You will also receive an order number, please make sure to keep this number handy.
HOW CAN I TRACK MY ORDER?
Simply log into your account using the email address and password you used when you created your account. Once you are logged in go to "My Account" at the top of the page then "View the orders I have made". You will note the following status in the notes of your account:
PROCESSING -- Order has recently been placed and has not yet started the production process.
CUSTOM PENDING -- Order has been processed and is currently in the production process.
CUSTOM IN TRANSIT -- Order is complete and on it’s way to our distribution office in Fort Lauderdale. Once received, it will be shipped to you (along with a confirmation email and tracking number).
CUSTOM SHIPPED -- Order has left our Fort Lauderdale distribution office and is on it’s way to you!
If further information is required regarding your expected delivery time, please call our toll free number.
DO YOU HAVE A LOCAL STORE THAT I CAN VISIT?
Our retail store is located in Managua, Nicaragua. For customers outside of Nicaragua our products are only available for purchase online.
DO YOU HAVE A CATALOG?
At this time we do not have a catalog that we can send, but all of our items are available online and updated on a regular basis.
CUSTOMER SERVICE & FEEDBACK
We care about what our customers think and what they are saying, therefore customer service is our number one priority. We not only greatly value our customer satisfaction and appreciation, but also understand that a happy customer promotes a return customer and spreads the word about us.
If you are happy with our quality, services, and products, please tell others. If you are dissatisfied, PLEASE tell us. Ultimately it is you that we work for, therefore we highly value your Comments and suggestions on how we can better provide our service to you.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept all major credit cards including Visa, Mastercard, American Express, Discover, and PayPal payments.
WHY IS MY CREDIT CARD PAYMENT NOT WORKING?
If your credit card is not being accepted by our system, it is generally because either a mistake was made while typing in the info, or the “Billing Address” indicated on your order does not match that on your credit card statement or records. Please verify for correct info and try again.
If several unsuccessful charges are made, your credit card company may place a block on your card. If you experience this, please contact our Customer Service department first so that we may also look into the issue. Keep in mind that some credit card companies place a block on online purchases over a certain amount. If this is the case, contact your credit card company and inform them that you will be making a purchase with our company (the company name associated with the payment will be "The Guayabera, LLC").
WHAT ARE THE WASH AND CARE INSTRUCTIONS?
We always recommend dry-cleaning, particularly on the multi-color embroidered shirts and contrast color shirts, but also on plain shirts. To keep your 100% linen garments looking new, we always recommend dry-cleaning as it will prevent against standard fabric breakdown resulting in loss of luster and shrinkage.
CAN I CANCEL MY ORDER
Depending on how far along your order is in the production process, a small cancellation fee may apply when canceling your order. Contact our Customer Service department right away if you need to cancel your order for any reason.