Frequently Asked Questions
WHAT IS YOUR RETURN POLICY?
Your satisfaction is our goal and we will do everything we can to make your event a success. To ensure satisfaction, please OPEN AND INSPECT YOUR ITEMS UPON DELIVERY so any errors, omissions or damage may be reported right away. We cannot be responsible for damaged items not reported within 1 week of delivery of your order. Photographs of damage may be required. A claim must be filed with the carrier promptly.
Non-personalized items may be returned up to twenty one days (21) after date of delivery, minus shipping fees. Some items are NOT returnable: blankets, food items and others such as personal care lip balms, hand sanitizers, etc. Please contact customer service for more info. Some items may require a manufacturer imposed re-stocking fee. Drink mixes and ALL edible items are not returnable. Please contact customer service for return authorization. Personalized items are not returnable. If there was an error on our part, we will review and issue a RA if applicable. Please contact customer service if you have questions regarding returns. NO returns will be accepted without a return authorization number from customer service.
Due to agreements with our vendors, partial returns are not accepted at anytime. In addition, CLOSEOUT items are not returnable for any reason.
Credit for a return can sometimes take up to 30 days to appear on your credit card statement.
WHO PAYS FOR RETURN SHIPPING?
If the return is a result of our error, we will arrange and pay for shipping costs. Otherwise, the customer must arrange and pay for return shipping. Please contact us for return shipping address. Once the items have been confirmed as returned, then your account will be credited. All returns must be in original packaging.
Cool Party Favors will not be held responsible if your order is lost, stolen or damaged AFTER delivery. Signatures are NOT required on regular ground deliveries and your package may be left at the door. If your address presents a risk to the safety of your package, please consider shipping your order to an alternate address.
WHAT IF THERE IS A MISTAKE ON THE PERSONALIZED ITEM?
If the mistake is a result of our error, we will do our best to correct and replace your order in a timely manner. If we cannot correct and ship your favors to you in time for your event, we will refund your account in full.
If the mistake is a result of customer error, we will again, do our best to get you your corrected items in a timely manner. The replacement favors and any incurred rush charges and additional shipping costs will be at customers expense.
WHAT IF AN ITEM IS OUT OF STOCK?
If an item is out of stock, discontinued or back-ordered, we do our best to keep the website updated with that information. Occasionally, an order will get through for such items in which case, the customer will be notified via email or phone and either a comparable, replacement favor or order cancellation and/or refund will be offered.
WHAT ABOUT TYPOGRAPHICAL ERRORS?
On the rare occasion that a typographical and/or computer error occurs, Cool Party Favors reserves the right to refuse, cancel or correct any orders placed that contains the error; including but not limited to, price, delivery time, availability, minimums, etc. If any corrections need to be made to your order, the customer will be notified via email/and or phone.
Be advised that the many of the personalized items have templates already created with specific character limits. We cannot adjust the size of the text to fit longer names or more text.
WHAT ARE YOUR PRODUCTION TIMES?
Production times vary depending on product and complexity of the personalization, please refer to production schedules in item description. For more specific times, please call or email customer service at email@example.com.
DO YOU SHIP INTERNATIONALLY?
We now ship to Canada. Be advised that not all of our products are available to ship to Canada. We do not ship any chocolates because of the possibility of melting due to customs delays.
In addition, the customer is responsible for any and all duties and taxes required to receive the items. We cannot estimate those costs. Some vendors charge an additional service charge for international shipping. You will be notified of that when we receive your order.
*This site may provide assistance for you to estimate your customs duties and taxes:
>Duty and Taxes Estimator
*Due to the nature of international shipping, some items are NOT returnable. Credit only will be given for shortages or damages or other issues with the product, upon confirmation. Be sure to order enough to cover any shortages. Small orders (anything under our minimum) will NOT be shipped.
*Please provide ample time to receive your items. We cannot be responsible for any delays due to customs. Rush shipping does not guarantee you will receive your items quicker as there still may be customs delays.
*Food items are restricted by import/export regulations. Please refer to Duty and Taxes Estimator for more information.
*Shipping to Canada is estimated and may be more or less. We will provide you with this info when we receive the order and will not charge your card until approval is received.
Please contact customer service for additional information.
WHAT ARE YOUR PAYMENT OPTIONS?
We accept Visa, Mastercard and American Express. Schools and other organizations utilizing Purchase Orders must contact customer service for prior approval. For large orders, additional information may be required before the order is processed, ie: CVV code and/or cardholder signature. If your credit card gets declined when we process the order, for your own protection, banks cannot provide us with information as to why your card is declined. In these cases, you need to contact your bank directly.
IS MY ORDER SECURE?
This site is tested and certified daily to pass the HACKER SAFE Security Scan. To help address concerns about hacker access to confidential data, the "live" HACKER SAFE mark appears only when web site meets the HACKER SAFE standard.
DO YOU HAVE MINIMUMS?
Yes, most of our items have minimum quantities. Please refer to that when placing your order.
WHEN WILL MY ORDER BE PROCESSED?
If an order is entered after 3:00 pm. EST, it may not be processed until the NEXT BUSINESS DAY. Please keep in mind when ordering. Also, all major holidays may affect your ship time.
WHAT ARE YOUR CUSTOMER SERVICE HOURS?
Customer service hours are M-F 10:00 am - 5:00 pm EST. Closed all major holidays and weekends.
Customer service email is - firstname.lastname@example.org
Customer service phone numbers are: 877-328-6778 or 888-752-6164
WHAT ARE YOUR SHIPPING POLICIES?
All products are shipped directly from the manufacturer to the customer. Shipping methods include UPS, Fed Ex, DHL and Canadian and American Postal Services. Some items are shipped from Canada and may be subject to customs delays.
Be advised that many of our vendors REQUIRE a photo of any damage of the item, box or decoration. Please inspect your items IMMEDIATELY and report any damage within 7 business days so we may either send replacements or offer credit. Send a photo of damage to email@example.com, with order details. We will not offer credit for damaged items without proper documentation. Please contact customer service for details.
CAN I GET A SAMPLE OF AN ITEM?
We would be happy to send you a generic sample of an item for a small fee. Playing card samples are available at no cost. Please contact customer service for sample information.
AM I CHARGED SALES TAX?
A 6% sales tax will be assessed on orders being shipped to Michigan only.
HOW ARE EDIBLE ITEMS SHIPPED?
If you live in a climate with temperatures of 70 degrees or above or you are ordering during the summer, please select two-day shipping. Some chocolate orders require an additional charge for special warm-weather packaging.
We cannot guarantee that any products are food allergen-free.
Please email customer service for questions regarding Kosher Certification on edible items.
ARE THERE ADDITIONAL CHARGES LIKE SET-UP FEES?
Some items may have additional costs for example: Custom art design fee of $35 for the playing cards or a proof fee of $10 for the mint tins. Most proof requests will include ONE proof change, any additional changes will be an additional $10 for each change. Be advised that any proof changes may result in delays in printing and shipping. Regarding photo items, we DO NOT do any touch ups, photos are printed AS IS. Some cropping may be done but only to fit photo to item. Specific cropping or touch ups requests may require a small fee. Remember, printing on labels/paper, etc. can be very different than how a photo looks on your computer. Please contact customer service for more specifics - firstname.lastname@example.org.
DO YOU OFFER RUSH PRODUCTION? We do offer rush production on many of our products. Most of the charges are listed. Some fees depend on need.
Some companies periodically offer the opportunity to speed up production for a fee. Since these opportunites are not always listed, feel free to email us and ask us if an item can be rushed.
Third-Party Web Beacons: We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!, click here.
WHAT IF WE CAN'T HELP YOU?
Cool Party Favors, Inc. reserves the right to refuse service to any customer and/or order that we are unable to process for a variety of reasons; including but not limited to being unable to process within reasonable processing time restrictions to meet our customer's needs or for other reasons beyond our control, such as but not limited to weather related delays or shipping carrier delays. If unable to process an order, we will notify the customer via email and/or a phone call. Our processing times are clearly stated on our website for each item we offer.
In addition, Cool Party Favors, Inc. reserves the right to refuse service to orders that are not in accordance with company policy, including but not limited to nudity, profanity or other subject material.
HOW DO I CANCEL AN ORDER?
Many of our orders are produced and shipped quickly. So, cancellations must be within 24 hours of the order being placed and must be done with both an email and a phone call. Cancelling a personalized order may result in charges for personalization if applicable; customer will be notified in such a case.
What Information We Collect and How We Use It Information We Collect
The Site collects your personal and business information when you place an order with the Site. We do not collect any of your personal or business information through your use of this Site unless you provide it. Therefore, if you do not want the Site to obtain personal or business information about you, please do not submit it to us.
We may track non-personal information about your visit, including the domain name and the name of the Web page from which you entered our Site, how much time you spend on each of our pages, and the IP address associated with your computer. The Site automatically receives and records information on our server logs from your browser, including your IP address, Site cookie information, and the page you request. We use this information to improve the performance and operation of our Site.
When you place an order, we ask for information such as your name, the name of the entity on whose behalf you access or use the Site, e-mail address and mailing address. Once you place an order with the Site, you are not anonymous to us and we protect your personal information (see Security below).
We use your information for the following general purposes: to customize the content you see, fulfill your requests or inquiries about the products and services, improve our services, improve availability of products, contact you, conduct research, and provide statistical reporting.
Your Ability to Edit Your Account Information and Preferences
You can edit your Site Account Information at any time. We reserve the right to send you certain communications, including ones related to your order. We do not give or sell your email address or any of your information to third parties. In addition, we do not send you marketing or announcement emails (spam), only ones relating to your order.
Cookies and Related Technologies
The Site is not designed to attract children under the age of 13 and Site does not solicit or knowingly collect personal information from or establish or maintains registrations with children on our Site. If we discover that we received personally identifiable information from an individual who indicates that he or she is, or whom we otherwise have reason to believe is, under the age of 13, we will delete such information from our records.
Information We Disclose To Third Parties
We may use aggregated information concerning how visitors use our Site in order to improve our Site and to help us attract customers. For example, we may view how many individuals visited our Site and on average how long they stayed on each page. Such use of aggregated information will not reveal any of your personal information to third parties.
We take your security seriously and take reasonable steps to protect your information. The information you provide will be stored securely on our servers, however, no data transmissions over the Internet can be guaranteed to be 100% secure. Consequently, we cannot ensure or warrant the security of any information you transmit to us and you do so at your own risk. Once we receive your transmission, we make reasonable efforts to ensure security on our systems. However, please note that this is not a guarantee that such information may not be accessed, disclosed, altered or destroyed by breach of any firewalls or secure server software we may employ. We continue to evaluate and implement enhancements in security technology and practices, however we can only take steps to help reduce the risks of unauthorized access. We have taken the following steps in this regard: - The Site uses SSL (Secure Socket Layer) encryption when transmitting certain kinds of information, such as registration information.
- We maintain reasonable physical, electronic, and procedural safeguards that comply with federal regulations to protect personal information about you.
- We work with vendors to protect the security and privacy of user information.
- We limit access to personal and business information about you to those employees who we reasonably believe need to come into contact with that information to provide products or services to you or in order to do their jobs.
If we learn of a security systems breach, which has not happened to our store EVER, we may attempt to notify you electronically so that you can take appropriate protective steps. By using this Site or providing personal or business information to us you agree that we can communicate with you electronically regarding security, privacy and administrative issues relating to your use of this Site. Depending on where you live, you may have a legal right to receive notice of a security breach in writing. To receive free written notice of a security breach (or to withdraw your consent from receiving an electronic notice) you should notify us at email@example.com. If you believe your Site account has been compromised, please report the incident using our Customer Service contact information. In the event that you believe that your personal safety is at risk or if you believe that you may be the victim of identity theft or other illegal conduct, please contact the appropriate federal, state or local law enforcement agencies directly.
Effective: May 25, 2012