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FAQ

Thanks for browsing Spark & Spark's personalized gifts and stationery. If you are here, is because you have questions or need help with something. We want to make sure your shopping experience is easy, so please find below our most FAQ.

We will gladly assist you with any questions you may have. You can give us a call at 1-800-720-0197 or live chat with one of our customer service reps.

STORE HOURS, SHIPPING, DELIVERY AND RUSH PROCESSING QUESTIONS

What are your hours of operation and what dates will you be closed?

We are open from 10:00 a.m. to 5:30 p.m. EST, Monday thru Friday. We are closed all major US Holidays, including Thanksgiving Day and the day after. December 23rd, 26th, 30th and January 2nd we will be closed. Your orders will be processed the next business days after these dates.

Our Christmas delivery guarantee cutoff is as follows:

December 8th: Cutoff for guaranteed pre-Christmas delivery with regular Shipping Service.
December 15th: Cutoff for guaranteed pre-Christmas delivery with 1 Day Shipping Service and rush service.

How long will it take for my order to ship?

Most personalized orders will ship within 5-7 business days. If you have requested a digital proof for your order, we will ship you order after we receive an approved digital proof from you.  Stock products will ship within 3-4 business days after receipt of the order. Any order received on weekends, or on holidays will be processed the next business day. Processing times may take a bit longer during the busy holiday season, between 6-8 business days.

What are your shipping methods?

We ship all orders to the US and International destinations via FedEx (Ground, 2nd Day, 3rd Day and Overnight shipping) or the US postal service. The cost of the shipping will be determined by the weight of your order and you may choose your shipping method during the check out process.

Do you ship international?

Yes, we ship all over the world. If your country is not listed during the check out process, send us an email to i@sparkandspark.com or via our retail contact page and we will look at the possibility of adding your destination.

Do you offer a rush service?

Yes, we can rush your order for a fee of $25. All Rush Orders will ship within 3 days from proof approval (if necessary). Our plates and bowls have a higher rush fee. The rush fee does not affect shipping method, only processing time. If you want us to ship your order Overnight or 2nd Day, please let us know that as well and we'll make it happen.

Can I cancel my order?

Unfortunately, we cannot accomodate order cancellations for personalized products. Once your order has gone through, we quickly jump at it to personalize our products just for you!.If you have placed an order for stock items and want to cancel, please give us a call at 1-800-720-0197 to let us know.

What is your refund policy?

For stock items (greeting cards, boxed note cards, on-board stickers): You may return the product(s) within 7 days after receiving your order. The items must be in their original condition. Please contact us to request a return authorization code, you will need to include this code along the returned product.

For personalized products: Unfortunately we do not offer refunds on personalized products. If we made a mistake on the product we sent you, we would correct the problem and send you a new one. If you receive a product that is different from your approved proof, or if the item was damaged in transit, we will do whatever we can to find an agreeable solution between yourself and us or delivery carrier.

PAYMENT & ORDERING QUESTIONS

What happens after I place my order?

If you have requested a product that requires personalization and you chose a digital proof, you will receive a digital proof via e-mail within 24-48 hours for your review, inspection and approval. After you send us the approved Digital Proof, your order will proceed to production. You will also receive a Shipment Confirmation once your order has shipped. If you did not request a digital proof, you order will be processed and shipped within 5-7 business days. Please note some orders might ship from different locations, but most products ship from our offices in Miami, Florida.

If you have ordered non-personalized stationery, such as Boxed Notecards or Notebooks, most products are in-stock and will ship within 2-3 business days from our facility in Miami, FL, unless otherwise noted on the product page.

What's included in the price of your products?

This varies depending on the product you want to order. Most personalized cards include plain white envelopes. Each product page includes specific details about what is included (or not included). Please carefully review the descriptive text that is listed within each product page. You can always give us a call or chat with us if you have questions. Our customer service team will be happy to help you.

Will I be charged tax on my order?

Spark & Spark is a Florida registered business, so all orders shipped within the State of Florida will be required to pay sales tax. During the check-out process, if the shipping address is a Florida address, the tax amount will be calculated based on your County, and it will be automatically added to your order's total.

Do you offer any bulk discounts?

Yes... the more you order, the more you save! Sends us an email to i@sparkandspark.com or via our retail contact page. We would love to chat with you about bulk orders.

Do you offer gift certificates?

Yes. To request gift certificates, please e-mail sales@sparkandspark.com

PRODUCT PERSONALIZATION QUESTIONS

How do I personalize my order?

You may enter your personalized text in the personalization fields available on each product page. Use your "Enter" key to create line breaks, and be as specific and detailed as possible so we can personalize your order exactly as you imagine and would love.

Do you offer a life-proof system on your website for personalized items?

Not at this time. We are working very hard to implement this amazing feature in the near future.

I would like to see a proof of my order, how do I request one?

By default, we will produce a digital proof for all personalized orders of stationery products (Holiday cards, Address Labels) and it will be sent to you via e-mail within 24-48 hours after we receive your order. Some exceptions apply. For products where only a name is being replaced, a proof might not be sent to the customer.

For all other personalized products, you may select to receive a digital proof for an additional charge (option available on each product page). 

After receiving our digital proof, you will need to carefully check all spelling and typesetting. Notify us of any changes replying to your proof email.  Unfortunately, we cannot accept verbal changes or alterations. Once you've approved your proof, you accept all responsibility of the content of your order. Orders will not be processed until the proof has been approved in writing. Orders cannot be changed after proof approval. 

Can I change the fonts and colors of your products?

Each product has been designed with a thoughtful use of type and vibrant color combinations, and we encourage you to follow the font and colors choices seen in the sample. If you have a special request or a specific font you have in mind, you may enter that on the special instructions box, and we will determine if we can accomodate your request. We will contact you to discuss the details of your request after we received the details of your order.

Do you offer colored envelopes for your stationery? 

Yes. We offer colored envelopes for an additional charge. See list of envelopes prices in each product page. You may select the envelope color of your choice when you are entering the details of your order. 

How do I submit my photo for my photo card order?

You may upload your photo(s) from your computer by clicking on the "Upload your photo" on each product page. You may only upload .JPG files up to 56 MB in size. Photo resolution should be 300 dpi.  Please specify if you want a black & white or sepia effect on your photo by adding a note on the special instructions box.

Although we don’t offer extensive photo retouching, we’ll make sure it prints the best possible way. We cannot guarantee quality of photos less than 300 dpi. We reserve the right to crop or make slight adjustments to your photo for best appearance. By submitting your photo, you certify that you either own the image or have permission from the copyright holder to reproduce and distribute the image, and that reproduction will not violate the rights of any other person. Spark & Spark, Inc will not be held legally liable for photo-related issues.

 

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