Our customer service hours have been updated to M-Th, 10am to 2pm; Friday’s 10am to 12pm. We will respond to all after hours inquiries within that time frame…
THIS MESSAGE SUPERSEDES ALL OTHER HOURS OF SERVICE AND DELIVERY INFORMATION LOCATED THROUGHOUT THIS FAQ AND /OR WEBSITE.
STOREFRONT OR ONLINE ONLY?
Both! Our storefront is located in Ramona, CA (just outside of San Diego, CA). If you are local and in the San Diego or Los Angeles area, please give us a call at (800) 670-3485 to arrange a private appointment. See below or click HERE :
Address: 932 D St STE 2 Ramona, CA 92065 | Hours: M-F 9 – 4
CAN I RETURN DESIGN IT ORDERS
Our Designer or “Design It” line items are custom made to your order, many of which can still be returned. Our Tailored items however are made to measure therefore we cannot accept returns under any circumstances unless a quality issue or error was made on the part of our manufacturer. Please see our return policy below for more information and return criteria located in the Returns and Exchanges section in our FAQ’s.
GROUP ORDERS ORDERING SEPARATE – ENSURING PRODUCT AND DELIVERY TIMELINE CONSISTENCY
To assure product and delivery consistency across an order of many participants, important for fabric color consistency, workmanship consistency, delivery timeline consistency, etc., it is always best practice to manufacture them all together and at the same time. To achieve this, the best way to guarantee this is to order everything in one order, however, separate orders are also OK but only if our group orders separate process is followed:
SPECIFYING WEDDING / DEPARTURE DATE AT CHECKOUT
This is a very important date primarily needed for custom orders, but also good to have for stock orders. Because internally we key off this date to schedule our custom orders by priority, please make sure to specify the NEAREST date. If you are flying to destination before the wedding date, it is important you give us your departure date, and not your wedding. Many customers will simply add some additional padding time before their latest date in case of issues, which we very much recommend and appreciate! It is always better to be safe and order early rather than waiting until the bare timelines on our site. We do get busy and backed up during the high season!
MY EVENT IS COMING UP QUICK, CAN I RUSH MY ORDER?
Depending on how quickly your need is, time of year, and our current order queue, we do have an expedited service available. Most of the time we can accommodate. Please click here for information on our expedited service.
CAN I CANCEL MY CUSTOM ORDER
Depending on how far along your order is in the production process, we may or may not be able to cancel the order. If early enough and process hasn’t begun, yes, otherwise if at the beginning stages, material and work waste will be assessed and a fee of some kind may be imposed. If late in the process and garment is nearly complete or complete, we cannot cancel. Contact our Customer Service department immediately if you find need to cancel your order for any reason.
PLEASE FOLLOW OUR SIZING CAREFULLY, CLICK HERE FOR OUR SIZING PAGE.
TOLERANCES AND LIABILITIES
WeddingTropics cannot be responsible for customer sizing mistakes on custom design it and/or tailored orders. We recommend carefully following our sizing criteria, if you are unsure, please contact our customer service for questions and guidance. Our allowable tolerance for custom and stock orders is within a .5″ of the chart and/or the given measurement by customer on custom orders. Please follow our sizing criteria and charts carefully.
ARE YOUR STANDARD SIZES AMERICAN SIZES?
Our “Standard Size” run fairly true to size for the American market. However, since not all designers and brands run the same, we would suggest measuring each person and matching to the size chart to ensure the proper size is ordered. Our size charts can be viewed by clicking the little black information button at the size select dropdown from within the product, or visit our sizing page.
SELECTING THE “TAILORED FIT” OPTION
Tailored fit is our made to measure option, meaning that we use the specific measurements provided by you. We suggest carefully measuring each person then compare to our size charts to assure the measurements are within reason. We have provided a video which can be viewed by clicking the little black information button within the tailored sizing option on the product page. Optionally, a downloadable/ printable measurement instructions pdf is linked from the video footer. You can also visit our sizing page where all information is conveniently compiled.
Measurements can be taken easily at home with the assistance of another person or optionally a tailor can be used. Although we don’t recommend using a tailor, if you do we suggest printing out our measurement instructions, and make sure they follow our method correctly. We have had many issues in the past with customers using tailors. We often emphasize (probably over emphasize) the importance of obtaining accurate measurements.
Our problem areas are always shirt length and sometimes sleeve length, and usually measured too short. Please make sure to compare your measurements to our size charts; then make a decision based on knowing your body and the degree at which each body category is usually incorrect for you with respect to standard sizes. Standard disproportionality should usually be no more than plus/minus 2-3 inches, and is almost always (as mentioned), the length measurements too short.
For extra broad shoulders, large chest, large stomach; add on 2-3 inches shirt length to avoid shirt front “pull-up”.
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.
FABRIC COLORS: CUSTOM ORDERS
As outlined in our custom orders, due to fabric color discrepancies between rolls, we recommend ordering all orders for a wedding party together either in one order or by following our group order procedure. Please see “GROUP ORDERS – ENSURING CONSISTENCY” in our custom orders FAQ bullet.
FABRIC COLORS: SAMPLES
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. Click HERE for additional information and to order. Fabric colors have a tendency to change slightly for reasons not in our control. We recommend ordering fabric samples when you are within no more than 30-60 days from ordering your custom garments. If you do order samples early, please re-order new ones within that time frame to confirm your color is still correct.
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, and you require an accurate match, we recommend purchasing our Marathon embroidery sample booklet. Click HERE for additional information and to order. This booklet contains samples of all 300+ colors in the actual thread that will be used to make your custom shirt. If your requirement isn’t so exact, you can use the electronic version of the booklet available on our embroidery page. However, we do still recommend using at least 2 different devices to assure match as 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, WeddingTropics cannot be responsible. Please see our return policy for more information on custom orders and mistakes made.
WHAT IS YOUR EXCHANGE/RETURN POLICY FOR STOCK ONLY ITEMS?
Contact Customer Service to obtain an RMA number and return/exchange instructions. We offer a 90 day return policy if you are unsatisfied with your item. Clothing articles must be returned in resellable condition, which is; unworn and in neatly folded, unsoiled, and original condition with all packaging, labels, and tags intact. Articles returned in any other condition may be returned at buyers shipping expense. Returns may be subject to a 15% restocking fee. Return shipping charges are not reimbursed. The free shipping offer if applicable is no longer valid if the final purchase after return falls below the free shipping limit. The RMA number must be clearly written on the package as well as a copy of your original invoice in the package.
Exchanges for stock items follow the same criteria as return; once we receive the return we will charge any applicable fees and promptly ship the replacement same day. For rush items, please contact our customer service by email or phone – we will re-input the corrected order for you charging your card the replacement cost and ship the same day. Once the return item(s) is received, we will refund the difference.
WHAT IS YOUR EXCHANGE/RETURN POLICY FOR “DESIGN IT” AND “TAILORED” (CUSTOM) ITEMS?
Design It items are custom made items- while it should be understood that building custom items and air freighting is an expensive undertaking, we do also want to make rules that are customer friendly; so we have revised our once no return policy for our Design it.
Taking back Design It items are dependent on our ability to resell them. They will result in full resale; resale at a discount; or no resale – appropriately we now have 3 policies: full return, limited return, and non-returnable:
Following are the conditions on Design It items which are either limited or non-returnable. Anything not listed is eligible for full return, (minus applicable fees):
Limited Policy Applies:
Exchanges on Design It items are charged for the remake minus any qualified and applicable refund criteria outlined above.
QUALITY ISSUES / MISTAKES: while we are very fair and accommodating to our customers, we reserve the right to judge perceived mistakes. Our decision involves strict adherence to our internal policies for circumstances, allowed tolerances of sizing, as well as fabric or embroidery color discrepancies. These criteria are all outlined herein our FAQs and on our informational pages. Please see our FAQ bullets: Custom Orders, Sizing, and Fabric & Embroidery Colors for specific information on each.
If a customer mistake is made and a replacement item is needed on a non-returnable item(s), we will remake the item and ship at only our cost to do so (we don’t profit from customer mistakes). Please contact us for more information.
If a verified quality issue or defect was made on part, we will swiftly re-make and re-ship the item at no cost to you.
WHAT ARE THE SHIPPING COSTS AND DELIVERY TIME FOR US DOMESTIC?
We offer free shipping with $149 or more purchased. For purchases of $148 and below, our discounted standard method from Southern California is applied. Our standard domestic shipping method is USPS Priority, it takes on average 2-3 business days (including Saturdays). Orders that are placed up to 1:30PM PST Monday-Thursday will usually be shipped same day. Mondays may or may not delay one day and the delivery cutoff time for Fridays is 11:30am pst. Orders requiring alteration may be delayed but we will rush if required to make your date.
Our experience of delivery time line with USPS priority in the lower 50 has been 2 days to all big cities anywhere in the country, all cities in California, and many (if not most) cities up to the CST line). Smaller more remote cities take 3 days. Alaska, Hawaii, Puerto Rico, and other minor outlying US areas such as US Virgin Islands, etc. can take 4-5 days.
DO YOU OFFER OVERNIGHT SHIPPING ON STOCK ITEMS?
Yes! For stock items shipped US domestic, please contact us before 12pm PST M-F if you need overnight delivery. It is not offered at checkout. Orders received after that time will be shipped overnight the following business day.
WHAT IS YOUR COST AND SHIPPING METHOD FOR INTERNATIONAL STOCK ITEMS?
We offer free shipping on International orders with a purchase of $499 or more. For purchases $498 and below, our discounted DHL worldwide weighted shipping cost applies. Delivery lead time on International orders averages 3-5 days anywhere in the world. Remote locations may take an extra day or possibly two. The system will indicate at the time of checkout the DHL estimated date of delivery to your door.
WHAT IS YOUR STANDARD SHIPPING TIMELINE FOR CUSTOM MADE ORDERS SHIPPED DOMESTIC AND INTERNATIONAL?
Our standard lead time for custom made apparel is 4-6 weeks. From there our standard shipping timelines for domestic and international apply, please refer to those timelines commented above.
During our our off season months (June 1st – Jan 14th), shipping on custom items can be as fast as 10 days, during our high season months however (Jan 15th- May 31st), this is definitely not the case. The 4-6 weeks is the standard lead time we require for our custom order to be made, and received in California from the time of your order. While this long time line is not always the rule, it does give us adequate time to not over promise our customers, but rather, assure that we can either over deliver or at least guarantee the 6 week date. Uncontrollable circumstances do occasionally come up, this is especially the case during our high season.
If we are experiencing further delays beyond the 4-6 weeks (which has been known to occur during this window of time), we will update this information on both the website and in our “in production” email at the time of your order. While we do our best to contact our customers with any delays that come up on current orders, we have been known to slip. Please contact us immediately if you are concerned with the dates on your custom order.
We do offer expedited delivery on custom orders, which at times during our high season may not be available if we have reached capacity. For details and availability please click here.
* Order as early as possible! If it is not absolutely necessary to wait, we ask that you do not wait!
** Make sure to use your actual nearest date in the Wedding/ Departure date, many times the wedding date is used, when the departure date is a week sooner!
*** Adding a week or more of buffer time to your wedding/departure date is a great safety measure that is not discouraged!
WILL MY PACKAGE BE SECURED WHEN DELIVERED? IS SIGNATURE REQUIRED?
If you are concerned about the security of the location in which your package may be left, 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. WeddingTropics cannot be responsible for missing packages due to “porch pirates”.
WILL I BE CHARGED TAXES/DUTIES IN MY COUNTRY FOR MY ORDER?
Depending on the destination country, occasionally taxes and duties may be imposed. WeddingTropics has no control of a country’s tax policies or the taxes they may impose, therefore we cannot be responsible or provide compensation for such costs should they be imposed, or otherwise accept returns under same circumstance. As a courtesy to our customer however, we do indicate our lowest discount prices on your items at delivery to assure that if taxes are imposed, they will be minimal.
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 ARE THE WASH AND CARE INSTRUCTIONS?
Linen is a 100% natural fabric, to keep your linen garments looking new, we always recommend dry-cleaning as it will prevent against fabric breakdown resulting in loss of luster. If you do wash however not recommended, use a light hand wash in room temp water and hang dry immediately to prevent heavy wrinkling and shrinkage.
* Stock Items: the fabric for all our stock items are not pre-washed, but are pre-shrunk, they will not shrink.
* Design It (custom items): the fabrics used for our custom made (Design It) garments are not pre-shrunk. They are subject to shrinkage if washed.
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 neither of these are the case, a fraud detector may have been triggered (due to rampant fraud and sensitive detectors, or purchases over a certain set amount with your bank) your credit card company or bank may have placed a block on your card. Please contact our customer service for assistance and/or your bank.