Home > Customer Care

Customer Care

 
Ordering
 
Shipping & Order Tracking


- How do I place an order online?
- How do I order personalized tags?
- How do I order invitations?
- Can I place orders by phone?
- Can orders be rushed?
- What are my payment options?
- What is the currency for all prices?
- Do you charge sales tax?
- Do you have a minimum order requirement?

 
- When will my order ship?
- Do you ship to Post Office Boxes?
- Do you ship to APO/FPO addresses?
- Do you ship internationally?
- How is shipping calculated?
- What are your shipping options?
- Will I receive an e-mail confirmation for my order?
- How do I check the status of my order?
- How do I make changes or cancel my order?
Returns Guarantee & Exchanges
 
FAQ's


- What is your return policy?
- How long before I receive my refund?
- Can I return personalized items?
- What other items cannot be returned?
- What if I received damaged items?

 
- Are online transactions secure?
- Do you offer samples?
- Do you offer special promotions?


Ordering

How do I place an order online?
Ordering is simple. Choose your favorite items and press the “add to cart” button. The product page will let you know if the product is currently in stock. If you would also like to add “personalized tags or stickers”, simply click on the button on the bottom of the product description page titled “personalization”.

How do I order personalized tags?
Personalized tags or stickers can be ordered in two ways:
1. Separately: No favor purchase is required for this option and they come in sets of 36.
2. Along with your favor order: You must meet a minimum requirement, but after that you can order the exact amount to match the amount of your favor order. Personalized tags can be ordered along with most of our products. A “personalization” button at the bottom of each product page will direct you the personalized tags or stickers designs available for that specific product.

How do I order invitations?
You can order your invitations by clicking on the “Invitation” link on our left menu bar or on the “invitation” ribbon on the top of the home page. This will take you to our main invitation page where you will be able to select the brand you are interested in: Carlson Craft, Birchcraft, or Tatex.

Can I place orders by phone?
We accept phone orders toll-free at 866-472-3375. Our customer relations advisers are available Monday through Thursday 9AM to 6PM and Saturdays 10AM to 1PM CT to answer your questions. We also speak Spanish.

Can orders be rushed?
We ship our orders fast. Most non-personalized orders are shipped out in 3 to 5 days. Personalized items can take longer to leave our warehouse. Normal shipping times within the US can take from 3 to 7 business days in transit. If you need items sooner, you should choose the “expedited shipping” option during checkout. Also, you may want to give us a phone call so that we can speed up the processing time.

[Page Top]

What are my payment options?
At this time, the Royal Ball only accepts payments through PayPal. PayPal accepts all the major credit cards and debit cards such as VISA, MasterCard, Discover, and American Express. In addition, PayPal accepts bank transfers and PayPal account transfers. You do not need to have a PayPal account to be able to make a payment.

What is the currency for all prices?
All prices are expressed in US dollars.

Do you charge sales tax?
All orders shipped to destinations within the state of Texas are charged a sales tax of 8.25%. Orders shipped to destinations outside the state of Texas will not be charged sales tax.

Do you have a minimum order requirement?
The Royal Ball has no minimum order requirement for most of our favors. There are some exceptions, please check the product information pages.


Shipping & Order Tracking

When will my order ship?
We ship our orders fast. Most non-personalized orders are shipped out in 3 to 5 days. Personalized items can take longer to leave our warehouse. Normal shipping times within the US can take from 3 to 7 business days in transit. Please check each production for specific shipping information. Also, please make sure the item is in stock when you are placing your order. Some orders may ship separately.

Do you ship to Post Office Boxes?
We cannot ship to PO Boxes. We ship UPS and are required to have a physical address for delivery.

Do you ship to APO/FPO addresses?
We ship to APO/FPO addresses, but cannot guarantee delivery dates.

Do you ship internationally?
At this time, we do not ship outside the U.S., U.S. territories or Canada.

How is shipping calculated?
Shipping is calculated during checkout and is based on the weight of the items you selected and the shipping destination.

What are your shipping options?
We work with UPS. We offer regular ground shipping, 3-day guaranteed delivery, 2-day guaranteed delivery and overnight delivery. Please keep in mind that any shipping option other than regular ground shipping incurs a premium shipping fee. Even if you choose to upgrade the shipping, regular order processing times still apply. Check individual product pages for details. Also, any currently free shipping promotion only applies to regular ground shipping.

Will I receive an e-mail confirmation for my order?
An order confirmation e-mail will be sent to immediately after placing the order, if you provide an e-mail address. Also, an order shipment status e-mail will be sent to you, every time the status of your shipment is updated.

How do I check the status of my order?
You will receive an e-mail with the UPS tracking number, once your order has shipped. You can use this number to track your order directly on the UPS website.

How do I make changes or cancel my order?
Check your order confirmation immediately to make sure there are no errors. Changing or cancelling an order can be made only if the order has not been processed and/ or has not been personalized. Please call customer service as soon as possible to verify.



[Page Top]




Return Guarantee and Exchanges

What is your return policy?
You can return most anything within 30 days – for any reason! We want you to be absolutely delighted with your purchases, but we understand that sometimes returns and exchanges are necessary. The merchandise must be in the original condition and packaging, so that we can put it back in stock and re-sell it. So, if for some reason you are not completely satisfied, we offer the following easy return policy and do not charge any restocking fee:
First, please request a Return Authorization Number (RAN) within 28 days of receipt of shipment by calling us toll free at 866-472-3375, or e-mailing us at info@theroyalball.com. Please specify whether it’s a refund or replacement, the reason for the return or refund, the number of items that need to be replaced and the amount if it is a refund. Your request will be reviewed within 24 business hours. Please note that all returns must be received within 30 days from the date the RA is issued. Items returned after RA has expired will not be credited or returned.

Please follow these easy steps:
Step 1
Enter the RAN in the space provided on the return label, which is part of the packing slip received with the shipment.
Step 2
Affix the Return Label to the original shipping box. Make sure items are in their original packaging, and are appropriately secured within the shipping box. We cannot accept items for return that are not in resale condition.
PLEASE TAKE NOTE: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost packages. Non-returnable items*, such as personalized products, returned to us will not be shipped back to the sender, nor credited to their account. We do strongly recommend that you use a shipper with a traceable shipping method, as we cannot be responsible for damaged or lost return packages.

How long before I receive my refund?
After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.

Can I return personalized items?
Unfortunately, you cannot return personalized favors and gifts, since these cannot be sold again. Sales are final on these products, unless they arrived damaged. See damaged items below for more information.

What other items cannot be returned?
All edible and cosmetic favors cannot be returned. Also personal care products such as manicure sets are non-refundable. Sales are final on these products.

What if I received damaged items?
Please inspect your order carefully, as soon as you receive it. If there is any damage, please call our customer relations advisors Mon-Thurs 9AM - 6PM CT 866-472-3375 within 7 days after the package was delivered. Please keep the original box, packaging materials, and all paperwork. You can e-mail us a digital photograph of the damaged box and items, and we will be able to help you file a claim with UPS if needed.



[Page Top]

 


FAQ

Are online transactions secure?
Ordering on our site is secure. Please read our privacy policy page for detailed information regarding your privacy.

Do you offer samples?
You can order most of our favors in quantities of one with the exception of personalized, edible or items sold in a set. You will be charged the unit price of the product sample(s) plus shipping and handling. Once you place your final order, call to let us know that you have previously ordered a sample and you will be refunded the original ground shipping cost.

Do you offer special promotions?
Yes, we offer special promotions.  Be sure to check out our “Deals” page for our current sales and promotions.  Also, sign up for our newsletter to receive exclusive coupons.


[Page Top]