FAQ and Policies

FREQUENLTY ASKED QUESTIONS

Is your website SECURE?

Absolutely Yes! We only use the HIGHEST LEVEL of SSL security – once you proceed to checkout, no vulnerable payment information is entered until AFTER you have clicked on the button that reads PROCEED TO PAYPAL. Your browser address bar will then reflect the “https” indicating the highest Secure connection at all times during Order Payment portion of Checkout. You pay at the secure PayPal payment site once you proceed to PayPal

What PAYMENT METHODS do you accept?

We accept PAYPAL and ALL MAJOR CREDIT CARDS via PayPal  – Visa, Mastercard, American Express & Discover
EVEN IF YOU DO NOT HAVE A PAYPAL ACCOUNT

With PayPal you may use any major credit card including American Express or your own PayPal account funds

If you do not have a PayPal account, CLICK on the link that reads Pay with Credit Card once you have reached the PayPal payment screen

 

SHIPPING INFORMATION

NOTE THE PROCESSING TIME ON THE ITEM PAGE FOR THE ITEM YOU ARE ORDERING – Processing times have NOTHING to do with in-transit shipping times. Shipping in-transit times begin AFTER THE ORDER PROCESSING TIME HAS BEEN COMPLETED AND PACKAGE HAS ACTUALLY SHIPPED OUT.

What are your Shipping Rates?
►NOTE THAT INVITATION PACKAGES ALREADY INCLUDE EXPEDITED SHIPPING IN THE PRICE AND ARE NOT SUBJECT TO THE BELOW SHIPPING FEES

We offer cost effective FLAT RATE shipping/handling fees

CONTINENTAL U.S.A only

U.S. POSTAL – BASIC – $6.99

U.S. POSTAL PRIORITY – $13.99

U.S. POSTAL EXPRESS MAIL – $32.99

NON-CONTINENTAL U.S.A only
(Hawaii, Puerto Rico, Guam, Alaska, APO, AE, etc.)

Priority Mail – $13.99

CANADA and ALL other INTERNATIONAL ORDERS only

PRIORITY MAIL INTERNATIONAL (Averages 6 to 10 BUSINESS days) – $40 *NO GUARANTEE*

EXPRESS MAIL INTERNATIONAL (Averages 3 to 5 BUSINESS days) – $62.99 *NO GUARANTEE*

**Any Excess Weight Order may be subject to additional shipping/handling fees OR we may at our discretion change the ship method to avoid additional charges on your account – we will contact you if that is the case**.

Where do you ship to?

We ship to the U.S., Puerto Rico, Canada, and International to most countries.

U.S. orders will ship via either U.S. POSTAL BASIC, PRIORITY OR EXPRESS only
For Puerto Rico, U.S. Virgin Islands, etc. we use Priority Mail service.
For International destinations, we use EXPRESS MAIL INTERNATIONAL Only
►Please note that international customers are responsible for any customs or tariffs imposed by their country.

Do you ship INTERNATIONAL?

Yes, please read above question – for details – we welcome orders from EUROPE / U.K., CANADA, MEXICO, CENTRAL AND SOUTH AMERICA, AUSTRALIA, MIDDLE-EAST (certain restrictions apply) and FAR EAST, ETC.

Most items ship within less than 3 business days and personalized items within 3 to 7 business days!

We use U.S. Postal Service as the standard shipping method for all orders within the continental U.S.

Note:  International Orders are welcome, however please make sure you take into account the additional in-transit time required – international orders will ship via Priority or Express Mail International and will require additional shipping/handling charges.  All INTERNATIONAL orders may be subject to your country’s customs duties.  We are NOT responsible for any delays caused by your country’s customs or by any shipping carrier.

Once your order ships, you will be conveniently notified via email.

CUSTOMER SHIPPING ADDRESS ERRORS:
Please do note that if the address which is provided to us is incorrect or incomplete, we will NOT be responsible for that. If the package is delivered, as a result of your error to a wrong address – you assume the loss.  If the package is returned to us, you are responsible for reshipping charges.

ONLINE ACCOUNT CREATION

Do I need to create an account?

No, it is not necessary. Account creation is completely optional and you may Checkout as Guest. However, with account creation, you can use this information to log in at a later time to check the status of your order or obtain a copy of your previous order information, etc.

If I have lost my login information – can you help me retrieve it?

We can assist you with this – please email us.  Please note that we will need to ask identifying questions to confirm your identity for security purposes.

CONTACTING US

What is the best way to contact Starlite?

For FASTEST service, we encourage you to email us by clicking on the CONTACT US link at the top of our website.  Please allow 24 hrs for most inquiries during Monday through Fridays.

Do you accept orders by phone?

Sorry, we DO NOT accept phone orders.

Do you sell samples?

You can order the MINIMUM unit available for any item as a sample.

30 Day Return & Exchange Policy

INSTANT DOWNLOADS ARE NOT REFUNDABLE UNDER ANY CIRCUMSTANCE

PERSONALIZED ITEMS ARE NOT RETURNABLE UNDER ANY CIRCUMSTANCE (unless Starlite has made an error on the order) – we do NOT accept returns for errors made by customers in submitting their order information to us or as a result of a late delivery caused by the shipping carrier or international customs for international orders.

With the exception of personalized items such as:  (personalized napkins, personalized ribbon, personalized baptism and communion favor kits, etc.) you may return your purchase within 30 days from date of delivery.  You must, however, contact our Customer Service department to obtain a RMA (Return Merchandise Authorization) number.  Please be sure to include the reason for the return request.  Once the RMA has been issued, you have up to 14 business days to have the items return delivered to us.  You will receive further information once you request an RMA.
Items MUST be in their original packaging with no evidence of having been opened or used.  We cannot accept items for return that are not in resale condition.

In addition, all RETURNS will be subject to a **15% restocking fee** – no exceptions.

Shipping charges are NOT CREDITABLE – customers assume responsibility for original shipping charges as well as return shipping charges.  To protect your package and receive evidence of delivery back to us, you need to use an insured and trackable shipment method – we are NOT responsible nor will we issue a credit on a lost or misplaced package being returned to us.
Credit is NOT provided for lost packages either.

ORDER CHANGES AND CANCELLATIONS

Can an order be CHANGED or CANCELED once it has been submitted?
INSTANT DOWNLOAD orders CANNOT BE CHANGED NOR CANCELED

NOTE Regarding Personalized Orders – If no work has yet been done on your order, the order may be canceled upon request as long as request has been submitted within less than 3 hours from the order submission. When it is still possible to cancel an order,

    ALL ORDER CANCELLATIONS WILL BE SUBJECT TO AN $8 ORDER CANCELLATION FEE – NO EXCEPTIONS

It is your responsibility to contact us IMMEDIATELY after placing your order if you have noticed any need for a change.  Due to our fast processing service, it is imperative that you contact us as soon as possible and we will do our absolute best to make any necessary changes without incurring any additional charges on you.  HOWEVER, please keep in mind that once the order is in process changes may not be possible.  PERSONALIZED ORDERS cannot be stopped or modified once they are in production.

We will NOT accept under any circumstance any personalized order cancellation due to a change of heart, buyer’s remorse, error on the part of buyer, etc. if the order has already been placed in production.

Furthermore, for any order including non-personalized orders, once your order has been assigned a tracking number NO CANCELLATION is possible.

CONTACT US

Any other questions you have, please CONTACT US – we will be sure to reply to you within 24 business hours Monday through Friday.

(Please email us via our contact form instead for any inquiry or order inquiries)

Thanks for your visit – we sincerely appreciate your valued business.

Leave a Reply