Frequently Asked Questions
Everything you need to know about our personalized party decorations, custom fulfillment
timelines, and shipping policies.
🎨 Category 1: Ordering & Customization
It’s incredibly simple. When you find a design collection you love, just type your names, dates, and text updates directly into the personalization boxes on the product page before adding the item to your cart. If your custom design requires a photograph, you can upload it right there on the page or email it directly to our design team at support@candlesandfavors.com.
To maintain our light-speed processing times, we do not automatically send design proofs unless you explicitly request one. If you would like to see a digital proof first, simply type "REQUEST PROOF" in the special instructions box at checkout. We will email your digital proof within 24 hours. Please note: Requiring a design proof may slightly adjust your final shipping timeline while we wait for your
official approval.
We love bringing new visions to life! If you have a unique theme in mind, or if you have a non-copyrighted custom graphic or logo you would like us to use, we can design something special just for you. lease note that completely custom design requests require an upfront Custom design Fee to cover our dedicated layout, editing, and proofing time. Reach out to us via Live Chat or email at support@candlesandfavors.com with your ideas, and we’ll give you the details to get started!
To protect our brand and respect original creators, we cannot reproduce copyrighted or trademarked images, characters, or logos (such as Disney, professional sports teams, or trademarked brands) under any circumstances. By uploading a custom graphic or logo to our site, you confirm that you retain full legal ownership or commercial reproduction rights for that artwork.
If you notice a typo or need an adjustment, please reach out to us at support@candlesandfavors.com via email or drop us a line on Live Chat immediately. Because we pride ourselves on fast manufacturing, we can only accommodate changes if your custom invitations or personalized favors have not yet entered production.
📦 Category 2: Processing, Shipping & Split Delivery
We understand that party planning runs on a tight schedule! Every order is handcrafted to order in our South Carolina studio. Standard personalized orders are
processed, manufactured, and packed within 1 to 3 business days.
While we cannot control the postal carriers, we can absolutely control our studio efficiency. Every single order placed with us is assigned a firm Guaranteed Shipping Date. This is the exact date your package is guaranteed to leave our facility and be handed to USPS or UPS. You will receive a tracking link via email the moment it hits the mail stream so you can watch its journey.
Because our luxury hostess suites are incredibly comprehensive, different items in your bundle are fulfilled through specialized pipelines to guarantee the highest quality. For example, flat paper products and party games are processed through our high-capacity print house, while custom laser-cut decor and hand-poured candles are crafted right here in our South Carolina studio. Your items may be securely packed into separate boxes and arrive a day or two apart, but your Guaranteed Shipping Date applies to the entire order.
To find your estimated arrival day, combine our studio's processing time with your chosen shipping method at checkout.
● Studio Processing Time: 1 to 3 business days for handcrafting and personalization.
● Transit Time: Dependent on the shipping tier selected at checkout (Standard, Priority, or Expedited). Your order is guaranteed to leave our facility by your assigned Guaranteed Shipping Date, and the postal carrier's tracking link will show you live updates from that exact moment.
We invest heavily in premium, rigid packaging materials to make sure your party supplies arrive pristine and undamaged. All custom stickers and labels are shipped in heavy, non-bendable envelopes to prevent creasing. Our ornaments arrive tucked securely inside protective gift boxes, and our laser-cut cake toppers are shipped inside a custom wood-braced frame to eliminate any risk of breaking in transit.
🛡️ Category 3: Returns & Guarantees
Our family has held a 100% customer satisfaction goal since we opened our doors in 2001. Because our products are entirely custom-made and personalized to order, we cannot accept general returns or exchanges. However, if we make a printing or manufacturing error on your order, we are truly sorry for the inconvenience—we will reprint and overnight your replacement immediately at no extra charge.
Don't panic! If a carrier mishandles your package, reach out to our team within 5 business days of delivery. Just send a quick photo of the damaged product long side the shipping label on the box to support@candlesandfavors.com, and our family team will step in to replace your items immediately so your event stays perfectly on schedule.
💬 Category 4: Customer Support
We are here to help you coordinate the perfect event! To keep our studio operations efficient and focused on handcrafting your orders, we provide dedicated digital support. You can reach our family team instantly through our website's Live Chat feature or by emailing us directly at support@candlesandfavors.com. We review messages continually Monday through Friday, from 9:00 AM to 3:00 PM EST, and typically respond within one hour or less.