Shopping at CouplesOnCakes.com
Do I need to create an account to shop at CouplesOnCakes.com?
You do not need to create an account to shop at CouplesOnCakes.com. Accounts are available to provide an easy way to keep track of your orders, receive coupons, save addresses, make product reviews, manage newsletter subscriptions and provide additional tools to make your experience with us more satisfying. Sign up is optional, but definitely recommended.
How do I place an order?
When you find a product you are interested in, click on the image to go to the product page. For many products you will be given a choice of colors or styles which will allow you to customize it for your wedding. Once you have selected the appropriate options, click the "add to shopping bag" button to add the item to your shopping bag. The item will be added and you may continue shopping without interruption.
You may view your shopping bag at any time by clicking on the "view bag" link located at the top right of each page. You may also click the "Checkout" link to view your order on a separate page. When you view your shopping bag you can change product amounts or remove them.
When you are completely satisfied with your order click "Proceed to Checkout". This will take you to our secure server where you can enter your payment and shipping options. All transactions are encrypted for your security.
After you enter your payment and shipping information, you will be asked to confirm your details and approve your order. Please review your order at this time, as it is your last chance to make any changes. Once your order is approved, you will receive a confirmation e-mail that contains your order details.
Can I order a sample of a specific product?
Samples are available for a variety of different products. To determine whether the product(s) you are interested in can be purchased as a sample please email a list to email@example.com.
At this time we do not offer personalized samples of stationery products. However, if you order a sample of a product that can be personalized, sample personalization will often be included.
Do products come assembled?
Many of our products come with packaging options included. Almost all products are pre-assembled. However, unless specified, personalized favor stickers and tags do not come pre-attached to favors. Please read the product description provided on the product page for details.
I already placed my order, can I modify or cancel it?
Whether an order can be modified is dependent upon the items ordered, and the timeframe in which you contact the CouplesOnCakes.com Customer Service team. As most of our customers order for weddings which are held on a specific date, orders are time sensitive and CouplesOnCakes.com strives to get orders processed as quickly as possible. Please keep in mind that orders which are personalized, customized, and/or engraved cannot be accepted for return. We encourage customers to review all orders before they are submitted, as changes cannot be guaranteed. If you wish to change order details please contact customer service.
CouplesOnCakes.com Customized Cake Toppers
How long does it take to complete my customized topper?
Generally it takes 1-2 weeks to customize your cake topper once ordered, but can take longer depending on the changes. We do offer an expedited cake topper customization service(select the Rush this Order option at checkout), as well as expedited shipping if you need a topper in a hurry!
Can you make physical alterations to my topper (example: bald groom, curly hair, strapless gown)?
Although we try our best to match a topper to The Bride and Groom we can only alter the color of the toppers in their current state. No type of physical alteration can be made.
What colors are available for customization?
We have customized thousands of unique cake toppers for many unique customers. We have customized topper colors from simple browns, blondes, reds, and grays to more unique colors such as pink and green. Yes, one of our Brides had pink hair! Awesome! I guess what we are saying is: No COLOR will be denied :) Please email us for a list of all the colors that we have.
Do you have swatches or color samples I can choose from?
Currently we do not offer swatches for viewing. We work closely with the customer to ensure your customization request is met as best as possible. Online color swatches of available customization colors is something we are working on for the very near future.
Can I add facial hair on the Groom?
We can add a beard, mustache, or goatee on most of our toppers however there are a select few that makes this type of customization unavailable. Mostly due to positioning on the Bride and Groom. Please ask!
I'm paying extra to customize this topper, will the work last the life of the Topper?
We understand the cake topper used on your special day is something you will cherish for many years to come. We use the highest quality paints and design supplies. Your customized topper will look amazing for many more years to come.
If I have a special request or a unique idea can I ask if it is possible?
Sure! With the exception of physical changes to the topper itself, we would love to discuss your ideas and make your cake topper even more unique. For inquiries please email firstname.lastname@example.org.
CouplesOnCakes.com Returns Policy
What is your return policy?
We stand behind our products 100%. If you are not completely satisfied, you must contact us within 14 days of delivery for a refund. NO RETURNS WILL BE ACCEPTED WITHOUT PRIOR APPROVAL. Credit for the return will apply only to the purchase price of the product. Shipping and processing charges will not be refunded. To obtain an RMA number and return instructions, please email customer service email@example.com.
No returns will be accepted on products without their original packaging, food/candy items or colored decorations such as streamers, candles, etc. Items personalized as per order cannot be returned. Customized Cake Toppers cannot be returned. Candles shipped by ground during the summer months cannot be returned.
Colors vary slightly due to the manufacturing process specific to each product. Although it is impossible to achieve an exact color match for every item, small variations in color serve to enhance the overall effect of your color scheme. Products seen on the online catalog do not always represent an identical color match. Color reproduction is limited by various situations beyond our control such as the hue/contrast settings on your monitor.
What do I do with damaged, defective, or missing products?
All claims for damaged, defective, or missing products must be filed with CouplesOnCakes.com Customer Service within 7 days of receiving your order. Including your name, order number, and specific details will help expedite the replacement process. Please understand that no one at CouplesOnCakes.com intentionally sent you a damaged or defective product, and sometimes that these things happen. Don't sweat it, we're here to help, and we have found that nice emails usually get their replacements processed the same day! Please email our customer service department at firstname.lastname@example.org. As all items shipped come with tracking and/or delivery confirmation, CouplesOnCakes.com is not responsible for missing packages and damaged products resulting from errors made by the shipping carrier. However we will be happy to assist you in filing a claim with the appropriate party. Please keep all products in their original packaging until the claim is settled.
How do I change or cancel my order?
You may change or cancel your order at no additional cost as long as the order has not been processed. Most orders are processed within 24 hours, and in some rare cases cancelation fees may apply. Please email the CouplesOnCakes.com Customer Service team at email@example.com with inquiries.
Have you received my returned products?
Before emailing, please check your tracking number to make sure your items have been delivered to our address, returns will not be processed before we receive the products. Once we receive the products, return credits are normally processed within 24 hours, but can take up to 14 days to reflect on your statement. If you want to inquire about the status of your return please email the CouplesOnCakes.com Customer Service team at firstname.lastname@example.org
CouplesOnCakes.com Shipping Information
What is the status of my order?
To check on the status on your order, please login and refer your account page. Please click on "My Orders" on the left hand side of the page to retrieve the status of your order. You may also email the CouplesOnCakes.com Customer Service team at email@example.com Please include your name and order number in the email. We will respond to email inquiries as soon as possible, usually within minutes, but not longer than two business days.
What are your shipping rates?
Shipping, handling, and processing costs are calculated by the total cost of the products in your shopping cart. You can receive an instant shipping quote by viewing your shopping cart.
Each country handles imported goods differently. You may be responsible for any custom or duty charges that might occur. For shipping rates per country please see the International and Local Delivery Rates & Information.
Please Note: We do not cover duties and custom costs, if applicable, when shipping outside of the United States. Due to the bulkiness of some items, shipping costs may greatly exceed the estimated amount. In such rare cases you will be contacted and informed of the exact shipping rate for you approval before we process your order.
How long will it take my order to arrive?
For orders within the United States, delivery of your items can take anywhere from 2 - 14 business days, depending on your location, products purchased, and the shipping method you select at the Checkout. In most cases, orders are delivered within 7 business days. You may contact the CouplesOnCakes.com Customer Service team at firstname.lastname@example.org for more specific information; please include the products and/or order number in the body of your email. Business days are constituted as Monday- Friday, excluding federal holidays. We recommend choosing "Express" shipping for "Rush" orders.
For orders outside of the United States, delivery of your items can take anywhere from 3 - 22 business days, depending on your location, products purchased, and the shipping method you select at the Checkout. Express International shipping times are 3 - 5 business days after processing. Priority International shipping times are 6 - 10 business days after processing. First Class International and Ground International shipping times are 7 - 22 days after processing.
Due to high temperatures experienced between May 1 - Sept 1, we recommend all candles be shipped using our express method. Orders with candles may be delayed up to 5 business days. Any melted candles shipped by ground will not be accepted for returns.
Do you ship internationally?
Of course! We will ship anywhere world-wide. International Shipping rates will vary by location. You can receive an instant shipping quote by viewing your shopping cart.
Each country handles imported goods differently. You will be responsible for any custom or duty charges that may be applicable. Please Note: Orders placed using First Class International/Ground International that are lost or missing in transit will be refunded item price only, CouplesOnCakes.com will work with shipping carriers to attempt to trace and recover packages only after the 22nd shipping business day. Tracking numbers are included with all orders. Orders placed using First Class International/Ground International tracking numbers will not update once the shipment leaves the United States. Orders that are marked delivered by the carrier will be considered delivered and not lost or missing in transit.
Can I ship to a P.O. Box?
Yes, there is no problem shipping to a P.O. box.
In some rare cases with certain products, shipping to a P.O. Box may not be possible or require an additional fee, while this is rare, the charge will be communicated to you by the CouplesOnCakes.com Customer Service team for your approval before your order is processed. Please note that any orders being delivered to a P.O. Box address can take an additional 2-3 business days to arrive.
CouplesOnCakes.com Payment Information
What credit cards do you accept?
We happily accept Visa, MasterCard, American Express, and Discover.
Do you accept PayPal?
Yes! You will find the option to pay with PayPal in your cart during the payment stage of the checkout process.
Can I pay with a Check or Money Order?
Yes! You will find the option to pay with a Check or Money Order in your cart during the payment stage of the checkout process.
Can I place my order over the phone?
You may place your order by phone should you decide you do not wish to place it online. Though this option is available we feel that placing your order online is more likely to provide you with an quick and enjoyable experience. If you decide to place your order by phone you may reach us toll free at 1-888-411-4189.
Will tax be charged on my order?
If you are a resident of New York State, a sales tax of 8.375% will be charged with to your order. Orders placed outside of New York State will not be charged any sales tax.
CouplesOnCakes.com Privacy and Security
How secure is your web site?
CouplesOnCakes.com is committed to providing you with a private and secure shopping experience. We have taken the appropriate measures to secure all confidential information provided when making purchases. SSL (Secure Socket Layers) is used to safeguard against hacker intrusion. All personal information received during any transaction with us will remain private and will never be sold to outside parties. Your personal information will remain the exclusive property of CouplesOnCakes.com