LARGE CUSTOM ORDERS

To assure product consistency across an order of many participants, it is always best practice to manufacture them all together and at the same time. To achieve this, the preferable way is to order everything in one order, however, separate orders are also OK but only if the process is followed:

  • In the “Wedding Party Name” field at checkout, primary’s name should be as follows for each order: Example: “Deanna Lewis Party”.
  • At least one of the members in the party should also include in the description the amount of orders to anticipate so we know when all orders have been placed. Example: “Deanna Lewis Party – 6 total orders”.
  • Try to make all orders within the same week (or two at most) since delays in any order in a party will delay all orders.

This strategy allows us to both know which orders are tied together and know when all orders have been submitted allowing us to to submit all orders together.

STOREFRONT OR ONLINE ONLY?

DO YOU HAVE A STORE-FRONT?
Yes! Our store-front is in Central America. Otherwise we are an online only shop.

CUSTOM ORDERS

WHAT IF I HAVE GENERAL QUESTIONS BEFORE MAKING MY CUSTOM ORDER?
We understand that ordering custom apparel can be a complex matter. Please visit our General Help page for assistance with complex ordering questions such as navigating the site, sizing, and color selections. Otherwise, please feel free to contact us with any questions you may have.

MY EVENT IS COMING UP QUICK, CAN I RUSH MY ORDER?
Depending on how soon your need is, we do have an expedited service available. Most of the time we can accommodate quick delivery turnaround when needed.

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.

GARMENT CARE

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.

PAYMENT INFO

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, you may need to contact your credit card company.

CUSTOMER SERVICE

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.

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.

SIZING

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 blue information button Option Help at the size select dropdown from within the product.

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 to ensure the proper fit is achieved. We have provided a video which can be viewed by clicking the little blue information button Option Help within the tailored sizing option. Follow the video directions carefully. Optionally, a downloadable/ printable measurement instructions pdf is linked from the video footer. These measurements can be taken easily at home with the assistance of another person or optionally a tailor can be used to obtain the measurements. If a tailor is used, we suggest printing out our measurement instructions, as the tailor 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.

DELIVERY INFORMATION

WHAT ARE THE SHIPPING COSTS FOR US DOMESTIC?
We offer free shipping with $150 or more purchased. For purchases $149 and below, the cost is standard DHL weighted shipping from California.

WHAT IS YOUR SHIPPING METHOD FOR “CUSTOM MADE” DOMESTIC ITEMS?
Under normal circumstances, our custom made apparel takes approximately 3 weeks to be received in California from the time of order (during our rush season however, this time line may increase and will be indicated both on the website and by email as your order enters into production). The orders are than shipped from California via USPS Priority Mail to your door. Once shipped, your tracking number will be emailed to you. Standard delivery time takes between 2-3 business days to anywhere in the continental US. Orders being shipped to Hawaii, Puerto Rico, and Alaska can sometimes expect to take an additional day, averaging 3-4 days depending on the exact destination.

EXPEDITED SHIPPING
We do offer expedited service, many times within a week but different shipping strategies may be required depending on how quickly the order is needed. Please note, only the exact cost to ship direct will be assessed.

To expedite, please

  • Mark your Needed in hand date (not your wedding date) in the comments box at checkout. EXAMPLE: “Needed in hand by 6/15/15”.
  • If you would like to pre-approve any additional cost if applicable, please also type “I approve of additional shipping cost if required”.Otherwise you will be contacted by a customer service representative if additional cost is required.

WHAT ARE THE SHIPPING COSTS FOR INTERNATIONAL?
We offer free shipping with $500 or more purchased. This free shipping offer is only valid when purchasing attire line only. Any accessories added to the order are not included in this. For purchases $500 and below, the cost is standard DHL weighted shipping from California, USA.

YOUR SHIPPING METHOD FOR “CUSTOM MADE” INTERNATIONAL ITEMS?
International orders are shipped DHL and can up add up a few days onto the standard delivery time indicated at time of your order. Occasionally (but rarely), and depending on the destination country of your order, taxes and duties may be imposed. If this is the case, the information will be communicated from DHL through your tracking. 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, the cost will be minimal.

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.

RETURNS & EXCHANGES

WHAT IS YOUR EXCHANGE/RETURN POLICY FOR STOCK ITEMS?
Contact Customer Service to obtain an RMA number and return instructions. We offer a 90 day return policy if you are unsatisfied with your “Ready Made” (non custom or altered) item. Clothing articles must be unworn and in original condition with all packaging, labels and tags intact. Returns for shirts and pants are subject to a 15% restocking fee. Regular size suit jackets are returnable but subject to a 45% restocking fee as all jackets are made to order. Shipping charges are not reimbursed. The free shipping offer is no longer valid if amount after return amount falls below the limit and will be subtracted from the return. The RMA number must be clearly written on the package as well as a copy of your original invoice in the package. We reserve the right to refuse any return based on the condition of the return. Custom items are defined as a special embroidery color or tailored or altered size from standard stock 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 to your order, 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 or altered sizing of any kind not sold as standard stock. This includes but is not limited to just custom tailoring, but also includes special single alterations provided as a convenience to our customers made on shirts, suits, vests, as well as the inseam hem on pants (we only stock standard 36″ length un-hemmed pants).
* Many of our design it non standard options such as collars (limited to banded collar), cuffs (limited to french cuff), satin lining in pants.
* Shirt and vest sizes 3XL and above.
* Pant and shorts waist size 48 and above.
* Suit jackets sizes 50 and larger.
* Only partial refunds can be offered for garments that have been changed from their standard default with regard to fit/hem on shirts and lining options on pants.

Although we do sympathize, we cannot stress enough the importance of carefully following all instructions regarding measuring, following our pant 2 inch rule, and matching embroidery and fabric colors. If a replacement item is needed and a new order must be placed, and we will remake the item at a discounted cost. Please contact us for more information.

* If there is an issue with your garment and it is our fault, we will swiftly re-make and ship the item at no cost to you.

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. Fabric colors have a tendency to change, we recommend ordering fabric samples when you are within no more than 30-60 days from ordering, of if you do order samples early, please re-order new ones within that time frame to confirm your color hasn’t changed.

This list includes all custom items listed below:
* Shirts
* Pants
* Suits
* Dresses

EXCHANGES
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, packaging acccesories (collar stays, clips, and etc.) 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. The RMA number must be clearly written on the package as well as a copy of your original invoice in the package.

ORDERING ONLINE

ORDERING FROM YOUR SITE IS CONFUSING!
We understand. Please visit our General Help page for assistance with complex ordering questions such as navigating the site, sizing, and color selections.

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 is being analyzed for correctness before being submitted for production.

ON HOLD — There is a mistake(s) on the order, payment error, or more information is needed. Expect a call or email.

IN PRODUCTION — Order has been processed and is currently in the production process.

IN TRANSIT — Garment production is complete and is on it’s way to our distribution office in California.

COMPLETED — Order has left our California distribution office and is on it’s way to you. You will receive order tracking number.

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