Return to Help Index
Order Status
Has my order shipped?
 
Registered Customers:  Click the "My Account / Order Status" link at the top right hand side of our site to log in to your account then click on "Review orders / track package" to see all of your recent orders.  Click the "View or change order" button to the right of the order for which you would like to see tracking information, if available.
 
Processing and Delivery Times:
Please allow 3-5 business days for processing and 3-5 business days for transit time.

Tracking Numbers:
We email a shipment notification containing tracking information to the email address provided when an order is ready to ship.  Please note that some items may ship separately but that you will not incur any additional shipping charges for separate shipments.
 
Questions, Problems or Concerns? 
Please contact us using the "Contact Us" link found at the bottom of each page, or by telephone at (877) 368-2311 during normal office hours, if your package shows to be "delivered" or if you need assistance in determining if or when your order shipped.
How do I change quantities or cancel an item in my order?
  Order Change and Cancellation Policy
Last Updated September 26, 2006

We begin processing orders no sooner than 30 minutes after orders have been placed.
Click Here to change or cancel your order via email no later than 30 minutes after your order has been placed to request a change to your order.  We cannot change/cancel your order if we are contacted more than 30 minutes after order placement.
 
You may not change or cancel your order after the 30 minute time period following order placement. If you need to make quantity changes (additions/deletions) to your order, a new order will need to be placed.  Unfortunately, we cannot combine orders after the initial 30 minute time period.  Each order will incur separate shipping charges and separate credit card charges.
 
Personalized Items are Non-Returnable and Non-Refundable
Unless you change or cancel your order PRIOR to your order being processed, your order may not be changed, cancelled, or returned.  All sales are final on personalized products once we begin processing your order order 30 minutes after order placement.
How do I track my order?
  We email a shipment notification containing tracking information to the email address provided when an order is ready to ship.  Please note that some items may ship separately.

Registered Customers:  Click the "My Account / Order Status" link at the top right hand side of our site to log in to your account then click on "Review orders / track package" to see all of your recent orders.  Click the "View or change order" button to the right of the order for which you would like to see tracking information, if available.

Please contact us using the "Contact Us" link found at the bottom of each page, or by telephone at (877) 368-2311 during normal office hours, if you need assistance in obtaining your tracking information.
My order never arrived.
 
We email a shipment notification containing tracking information to the email address provided when an order is ready to ship.  Please use this tracking information to determine if the package was delivered or to see if the package is being held at a carrier's hub.
 
If your package shows to be "delivered", please contact Brides and Bells Customer Service using one of the methods shown below for assistance.
 
Registered Customers:  Click the "My Account / Order Status" link at the top right hand side of our site to log in to your account and to track your order status. Be sure that all of the items in your order have shipped already as some items may ship separately.
 
All lost packages must be reported to us within 14 days of shipment.  After 14 days, we cannot process a claim or replace your order.

Email: Click the "Contact Us" button located at the bottom of each page.  Please provide us with your name, order number, and daytime telephone number.

Telephone:  Call us at (877) 368-2311 during normal office hours.  If you are calling outside of our normal office hours, please leave us a message that includes your name, order number, daytime telephone number, and the products that did not arrive.
 
Do not file a claim with the carrier. Brides and Bells cannot replace the package or issue a credit if the customer files a claim with the carrier.  A replacement order or credit will only be made after the claims process has been completed (about three to five business days).  Brides and Bells will determine if your product will be reshipped or if we will issue a credit.  All credits are given in the same manner payment was received.
An item is missing from my shipment.
 
Since some of our items may be shipped to you directly from our suppliers, your order may be received in multiple shipments.  Please review the packing slip enclosed with your package to see if all items on the packing slip were received.
Registered Customers:  Click the "My Account / Order Status" link at the top right hand side of our site to log in to your account and to track your order status. Be sure that all of the items in your order have shipped already as some items may ship separately.
If an item shown on your packing slip is missing from your package, we require that you notify us within two (2) business days of receipt of the package.  Please use one of the methods shown below to notify us of the missing item(s).
Email: Click the "Contact Us" button located at the bottom of each page.  Please provide us with your name, order number, daytime telephone number, and the name/item number of the missing item(s).
Telephone:  Call us at (877) 368-2311 during normal office hours.  If you are calling outside of our normal office hours, please leave us a message that includes your name, order number, daytime telephone number, and the name/item number(s) of the missing item(s).
I received the wrong product.
 
Please accept our apologies!
 
If you feel that you have received the wrong product, please contact customer service
within 48 hours of receiving your order.  We may be unable to obtain replacement
products if we receive your request after this time.
 
Important: DO NOT return any products to us without contact customer service
first and receiving a reply.

Online:  Please complete our online Return/Exchange Form to notify us of the error.

Telephone:  Call us at (877) 368-2311 during our normal office hours.  If you are calling
outside of our normal office hours, please leave us a message that includes your name,
customer number or order number, daytime telephone number, the product that was not
received and a name, item number or description of the product that was received.
My order arrived damaged.
 

Report any damage found after opening your boxes and examining the merchandise to us within two (2) calendar days of delivery via one of the methods shown below so that we may begin the replacement process.  To protect yourself, if you receive damaged merchandise, always keep the shipping cartons until your claim has been acknowledged and settled by the shipper.
 
If you accept damaged merchandise, the shipper has the right to inspect the original shipping cartons before honoring your claim.  Disposing of cartons prior to filing a shipping damage claim may limit your ability to receive reimbursement or replacement for those items.  Providing notification of damage after two (2) business days will be an issue between the customer and the carrier.

If you are present at delivery, please refuse delivery of all packages that appear to have been damaged in transit and notify us immediately at (877) 368-2311 so that we can initiate the replacement process.  Do not file a claim with the carrier.  Brides and Bells cannot replace the package or issue a credit if the customer files a claim with the carrier.
 
By leaving a signed note giving the carrier permission to leave a package at the door, or by having a signature release on file with the carrier for your address, you have released the carrier and Brides and Bells of any and all responsibility for loss or damage.  If you are unsure as to whether a signature release is on file with the carrier for your address, please contact the carrier directly.
 
Online:  Please complete our online Return/Exchange Form to request a RA #.
 
Telephone:  Call us at (877) 368-2311 during our normal office hours.  If you are calling outside of our normal office hours, please leave us a message that includes your name, order number or customer number, the product(s) to be returned, and daytime telephone number.
The personalization on one of my products was wrong.
  We must be notified of any personalization errors within 48 hours of receipt of your order via one of the methods shown below.  DO NOT return any products to us without contacting us and receiving a reply from one of our representatives.

If the item was personalized incorrectly because of an error on our part, or one of our supplier's, the item will be exchanged for the exact item provided that stock is available and that there is suffient time to deliver the replacement item to you.  In this situation no refund will be made.

If a replacement item cannot be delivered to you in time for your event, you will receive a refund for the item.  If stock is not available, and is not expected to arrive in enough time to personalize the item and deliver it to you in time for your event, you will receive a refund for the item.

If personalization information was provided to us incorrectly, no refund can be made as all sales on personalized products are final.  A new order will need to be placed with the correct information.

If the error was on our part, please contact us by one of the methods listed below so that we can initiate the replacement process. 

Online: Please complete our online Return/Exchange Form.

Telephone:  Call us at (877) 368-2311 during normal office hours.  If you are calling outside of our normal office hours, please leave us a message that includes your name, order number, daytime telephone number, and the product that was personalized incorrectly.
When will my backorder arrive?
 
We try to note when backordered items are expected to be back "in stock" on each product page. Once stock has arrived, please allow for the normal processing time for the item (noted as "Availability" on the product page) and for transit time to your location after shipment.
If we receive notification that the stock will arrive later than the date provided on our product page when you placed your order, we will notify you via email of the delay to enable you to decide if you would prefer to continue waiting for the stock to arrive or if you would prefer to cancel your order.