FAQS

1. When will I receive my order?
2. Do you ship C.O.D.? (Cash on Delivery)
3. How do I check the status of my order and if it’s been shipped?
4. How do I get a catalog?
5. Is my item in stock?
6. Where are you located?
7. Will I have to pay tax on my order?
8. What is your return policy?
9. What is your policy regarding glassware broken during shipping?
10. What are your shipping costs?
11. What is the maximum number of lines and characters that can be put on an invitation?
12. Can I change the format of an invitation to fit a wedding invitation?
13. Can I change the theme on an imprinted item to match our theme?
14. Is "just wording" on an imprinted item considered a special design?
15. What are your minimums?
16. Are all Stumps websites secure?
17. What designs do you offer for personalizing products?
18. I don't have a credit card. How do I place an order?
19. Can I get a price quote for my order?
20. Can I make changes to a quote?
21. How do I convert a quote into an order?

1. When will I receive my order?

If you order an in-stock item with standard ground shipping, you’ll receive your item approximately 5-7 business days after placing your order. We also offer expedited shipping for faster delivery. Personalized products require varying production times, so please add the number of production days listed in the product description to your shipping time.

2. Do you ship C.O.D.? (Cash on Delivery)

No, we do not offer C.O.D. shipments.

3. How do I check the status of my order and if it’s been shipped?

Before you call, please check the following:

·         Click here and enter your order number for up-to-the-minute information about your order status and shipment information.

·         If you have received one box that has a packing list that shows other items shipped separately, please wait one to two days as many shipments do become separated and arrive at different times. We always endeavor to ship all your items the instant they are available. This may result in multiple shipments if an item is backordered. Personalized items will also be shipped separately from stock items.

·         Does your packing list show a temporary backorder? If so, you will receive that item as soon as it is available. If there is a problem in meeting your event date, we will contact you by phone, fax, or e-mail.

·         Custom items will ship in the specified time period. If there is a concern (i.e. we need more information from you), we will contact you. Our in-house production tracking system monitors your order every day to ensure an on-schedule delivery.

4. How do I get a catalog?

We enjoy expanding our customer family, so we are always happy to send catalogs to potential friends. Just visit our Catalog Request page and enter your mailing information or write, fax, or call us with your name, address, and where you heard about us. We’ll promptly send a catalog (only one catalog per address please). Please allow 7 to 14 days to receive your catalog.

If you do not wish to receive our catalogs any longer, please send us your name and address (csr@stumpsprom.com)

5. Is my item in stock?

Stumps offers more than 36,000 items, so there will be instances when we are temporarily out of an item. If you order by phone, you can receive instant confirmation of up-to-the-minute stock availability from your Party Planner. Also, on the site when you place an order and go to check out, you will be able to see if the item you ordered is in stock.

6. Where are you located?

We are located in South Whitley, Indiana. Our mailing address is:

Stumps Prom
One Party Place
P.O. Box 305
South Whitley, IN 46787
Toll Free: 1-800-348-5084
FAX: 1-260-723-6976

7. Will I have to pay tax on my order?

We will only add tax to your order if you are having your items shipped to the states of Indiana (7% of your total order) and New Jersey (7% of your total order). The tax will automatically be added to your order total on your order form during the checkout process. If your items are being shipped anywhere other than the states of Indiana or New Jersey, no tax will be charged. If your organization is tax exempt, please include your tax ID number when ordering.

8. What is your return policy?

To ensure proper credit, fill out the return form and enclose it with the items you are returning. All merchandise must be returned within 30 days of receipt. Only unused items with unbroken seals and packaging may be returned. A 15% restocking fee may apply to returned gossamer or background materials. We will credit your original method of payment, excluding delivery charges and restocking fee. Products that have been custom printed, specially cut or assembled are not returnable. Health regulations prohibit the return of hats, tiaras, temporary tattoos or any apparel that has been worn as well as any food items. For returns originating outside of the U.S., please mark on the box "U.S. goods being returned."

9. What is your policy regarding glassware broken during shipping?

At Stumps we offer a variety of quality glassware styles at various price ranges. (We carefully handle and pack each glass to prevent possible breakage.) Sometimes breakage occurs due to the fragile nature of the product and freight handling. To cover any unexpected problems, we include one glass or several additional glasses free of charge, depending on the quantity ordered, to cover potential breakage. If you do not receive the original number of pieces ordered due to breakage, we will replace the broken pieces free of charge or credit you for the amount of the broken glassware. If you have questions about a particular piece of glassware, you can e-mail us at csr@stumpsprom.com with specific questions you may have.

10. What are your shipping costs?

Many great shipping options. Please visit our Shipping Information page for details.

11. What is the maximum number of lines and characters that can be put on an invitation?

This varies by invitation and is listed in the description of the invitation, but for the majority of them, the maximum number of lines is 9 and the maximum characters in each line are 28 (or 18 if using all capital letters).

12. Can I change the format of an invitation to fit a wedding invitation?

Yes, the format for any invitation can be changed to fit your needs as long as you stay within the guidelines of each invitation's maximum line and character allotments.

13. Can I change the theme on an imprinted item to match our theme?

Absolutely! Prices for glassware include your wording and ANY design from our imprint form.

14. Is "just wording" on an imprinted item considered a special design?

When imprinting any of our items, wording is not considered a special design, unless you are altering one of our standard designs found on the imprint form.

15. What are your minimums?

On our website, each product page will state if there is a minimum or if you can purchase the items individually.

16. Are all Stumps websites secure?

Stumps Prom is very concerned about website security on the Internet today. That is why we have made sure that we follow and surpass all industry standards necessary for a secure website. These include encrypting all data that you give to us, processing your credit card information in a safe and responsible manner, and not sharing any information that you give us. We want you to feel confident when ordering from Stumps Prom, and we are doing everything we can to continue to operate a secure website. If you have any other questions concerning site security, please visit our Site Security Page or feel free to e-mail us at csr@stumpsprom.com.

17. What designs do you offer for personalizing products?

Click here to see our big selection of imprint designs.

18. Can I get a price quote for my order?

Yes. The process is simple. Add items to your shopping cart as if you were placing an order, then go through the checkout process and for your payment option, choose: "none - save as quote".
You will receive a quote number that can be used to access, edit, and/or convert your quote into an order. The quote number is valid for 15 days.

19. Can I make changes to a quote?

Yes. When you completed your quote you received a quote number. From the quote page you can retrieve your quote and re-load it into your cart. From there you can make changes as usual.
IMPORTANT: After you make changes to your quote you need to proceed thru the checkout again in order for your changes to be saved. You will receive a new quote number!

20. How do I convert a quote into an order?

After you’ve place a quote, you’ll want to convert it into a true order. Please visit our Open Account page for information regarding or open account policy.