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FAQ

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How do gift cards work?

E-gift cards are emailed to the recipient and can be redeemed in the shopping cart by entering the gift card code.

What happens after I purchase?

Your order will go through several steps to ensure you receive the best possible product:

  • After you have placed your order you will receive an automatically generated email confirming your order.
  • One of our graphic designers will then see the info you have specified on your order and prepare some artwork for your review
  • You will then have a chance to review your order and approve or request amendments (amendments are unlimited).
  • Once you have approved your artwork it will be sent to our production team.
  • Once production has been completed you will be emailed a notification that your order has been dispatched and you will be provided with your tracking number.

Do you offer wholesale?

At present we do not offer our products wholesale.

Shipping

How long will it take for my order to be made?

Production time varies by the production process used and takes into account drying time for printed and painted products and the complexity of production. Estimates of production times are provided below, but more accurate production times can be found on the individual product page:

  • Stock Orders: Dispatched next business day
  • Engraved Products: 5-10 working days
  • Printed Products: 10-15 working days

Please let us know if you need your order urgently and we will let you know if we can meet your deadline. In 99% of cases the answer is yes.

What happens if my item is damaged in transit?

We send out over a thousand products a week, much of which is glass. Given this we have perfected our packaging procedure and as a result have very minimal breakages. If your order is broken in transit, and you used a shipping method that included insurance, simply send us a photo of the broken product and we will organise a replacement. Please note you have six weeks from the date your order is received to contact us regarding any damage in transit, after which Personalised Favours is no longer responsible for any damage.

How does Rush Production Work?

For an additional charge you are able to purchase rush production, this will move you to the the top of the queue. For items where Rush Production is available we will attempt to have your order dispatched within 1 business day and will also send your parcel via express.

Rush production turn around times assume that artwork is approved within 1 business day of the order being received. Any delay in approving of artwork will result in a delay of the order being sent.

Please also note that delivery estimates, are only estimates and are impacted by several factors that are out of our control and therefore should not be treated as a guarantee. Our current on time delivery rate is 98.87%.

Who do you use to ship orders?

All items are shipped via USPS.

How long does delivery take?

Delivery generally takes between 3-6 business days. It can take longer to regional areas.

How is shipping calculated?

All orders are sent by USPS from our Sydney factory, with tracking included. Express post is available. The cost of shipping is calculated at the checkout based on the delivery address.

Do you ship to Canada?

Unfortunately at this time we are unable to ship to Canada.

Do you ship to any other countries other than the USA?

Unfortunately at this time we only ship within the USA.

Can I pick up my order?

Personalized Favors is currently an online only business and we do not allow customers to pick up their order.

Where is your production facility located?

Our state of the art production facility is located an hour North of Sydney in Australia. All items are dispatched daily from our production facility via USPS and arrive in the USA within 1 business day before being distributed via USPS priority mail service.

Payment

What currency are prices in?

All prices are in USD.

Do you charge taxes?

No taxes are charged on any orders.

What are my payment options?

We accept PayPal, Visa and Mastercard.

Artwork

Can I make changes to your artwork options?

You certainly can. We create all our artwork in-house so we are completely flexible with all our artwork options. If you like an aspect of one artwork option and want it combined with a different artwork option we are more than happy to do that for you. All artwork is free of charge. Simply include the request with your other details when you add the item to your cart and our graphic designer will see it when they are preparing your artwork.

I have my own artwork, can I use that instead?

You certainly can. Simply send through your design to [email protected] and we will use it when your artwork is prepared for review. All artwork is free of charge.

Will I be sent artwork to approve before my order is sent to production?

You certainly will. A professionally prepared artproof is prepared for every personalised order. This will be emailed and sent via SMS to you for you to review and either approve or request amendments. You are able to request unlimited amendments until you are 100% happy with the artwork.

Can I purchase a sample?

Yes you are able to purchase a sample. Each sample is $15 + $14.95 freight. The cost of the sample is $15 as there are setup and artwork costs involved in creating a single item. Each additional sample is $7.50.

Can I return my items if I change my mind?

As all items are personalized unfortunately we are unable to offer refunds or exchanges.