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Frequently Asked Questions

Placing an Order

Payment Questions

Order Tracking

Order Changes


Backordered Items

Technical Issues

Coupons & Catalogs

Returns & Exchanges

Affiliates & Retailers



Are there other payment options?

All orders by check or money order will be processed upon clearance of the check. Please allow at least ten business days from receipt of payment before processing of your order will begin. If your order is urgently needed, credit card payment should be used for the fastest processing. There will be a $20.00 returned check fee for any checks that do not clear.

Can I carry your products on my wedding favors website?

Absolutely!   Members of our Party Planner program receive such benefits as discounted merchandise, free drop shipping, access to our entire catalog of over 1000 wedding favors and gifts, and a friendly account manager to contact with questions.   Click here for more information about our Party Planner Program.  

Can I change or cancel an order once it has been placed?

If you find that you need to change or cancel an order, please contact us ASAP.  We will make every effort to accomodate that request however many times we process and ship orders so quickly (some items can ship the same day) that it is not possible to cancel or amend your order. In that case, you will have to return your order to us following our return policy and procedure.  It is in our customers' interest that we process the orders and ship as quickly as possible. Please contact us via e-mail to make such requests.

Can I order samples?

Many of our items can be purchased in one unit quantities if you are interested in seeing a sample prior to placing a larger order.   Simply add one item to your shopping cart and proceed to checkout to place your sample order. If you are looking at a favor that requires you to purchase in multiples of a specific quantity, the favor must be ordered in that multiple as well because they come prepackaged in that quantity.  Sample orders for personalized product will not come with your specific personalization, but rather a generic sample from a previous printing or an over-run so that you can evaluate the general quality and look of the product. If you are needing your specific personalization, the product must be ordered to meet the minimum quantity.

Can I place my order by phone?

Our website uses the highest levels of security to guarantees a safe and secure online transaction. If you are still uncomfortable ordering online, you may contact us toll free at 1-800-573-6107 from 10am to 5pm Central Time, Monday through Friday.


Can I use a Freight Forwarder?

Yes but keep in mind, we will only accept responsibility for your package up until its point of delivery within the US (wherever we are shipping it to, and no further). You may use a freight forwarder at your own risk of damage or loss. We cannot be responsible for damage, loss, or theft a freight forwarded package after it has been delivered to the US point of delivery.

Do I have to pay sales tax?

Sales tax will only be assessed for orders that are shipped within the state of Illinois (9.25%) in accordance with state law.  All other states and countries are tax-exempt.

Do you have a catalog?

At this time Moments of Elegance does not have a print catalog. New products are being added to our favor and gift collection on a weekly basis so it would be impossible to maintain a catalog that is current with all of the newest favors and gifts that we carry. As print catalogs can be very expensive to make, we have instead opted the pass the savings along to our customers by way of lower priced wedding favors and gifts. All of our products are available online 24 hours a day for your browsing pleasure. If there is a specific theme or favor you are shopping for, please contact one of our wedding planning specialists to help you find the perfect gift.

Do you offer bulk discounts?

We do offer bulk or volume discounts on many of our products. There will be a box listing volume pricing in the upper right hand corner on the product page of these items. If you are considering a product without a volume price listed, or if you need a much higher quantity of an item and would like a better price, please email us and we will try to assist you.

Do you offer discounted pricing to retailers and event planners?

Moments of Elegance offers a special partner program designed to enable you to offer our extensive line of party favors, gifts and wedding decor. Whether you would like to carry a few samples of our products in your retail storefront or you plan extravagant destination weddings or offer your services as part of a planning service, our program may be an attractive & convenient way to offer your clients truly unique party favors and personalized gifts. 

Do you ship internationally? has partnered with Bongo International to accomodate orders that need to ship outside of the US and Canada for our International customers.   

We do offer shipments to APO and FPO addresses that are outside of the continential US using UPS on most of our product line (please contact us for inquiries on specific products).

Do you ship to Canada?

Absolutely!  Our Canadian customers can order online anytime.  Please note that all prices are in $USD.  Your credit card company will do the currency conversion for you based upon current exchange rates.   Duty, taxes, tariff and brokerage charges may be applicable to our Canadian customers depending on your local tax laws. We are not responsible for any duties, taxes, tariffs, or customs delays that may affect your order so please order with enough time for delivery. Duties, taxes and brokerage fees are mandated and determined by your local government, not by Moments of Elegance. See the following link on UPS's website estimating what the brokerage fees may be based upon the value of each package (keep in mind, your order from us may be fulfilled in multiple packages depending on the quantities and different items that are ordered) - UPS Brokerage Charges. Please note, the fees listed on this site do not include the actual duty and/or tax charges which are additional. Consult your local government agency if you have any additional questions or to get information on your province's exact duty rates.

Having problems checking out?

If you are having problems checking out, please contact us via e-mail and we will try to assist you with the transaction. We may need to call you to take your order over the phone if you are still experiencing problems.

Having problems logging into your account?

Always check to see whether you are already logged in as our system will not allow you to log in again.   If you are logged in, you will see a link in the upper right hand corner that reads "log out".  If you are not logged in, the link will read "log in".   If you continue to have trouble logging into your account, please email us and we will assist you.  

How do I add products to my order?

Adding wedding favors or gifts to your shopping cart is as easy as a click.  Search for products using our search field in the upper right hand corner of every page or by the navigational links at the top and left hand side of the page.   When you find a product you like, type in the quantity you would like to order along with any additional options or attributes you are interested in. Then click the "Add to Cart" button.  You can continue to shop and all items will be kept in a virtual shopping cart until you are ready for checkout.

How do I exchange an item?

Please contact us via e-mail for questions regarding exchanges or to receive an RMA # authorization. An additional shipping fee will apply for all exchanges plus any restocking fees for the returned product if applicable. No refunds or exchanges will be given after 30 days of receipt of goods.

How do I place an order?

Orders can be placed via our secure website 7 days a week, 24 hours a day.  We offer a very secure, quick and easy way of submitting your order to us. When you have filled your shopping cart with all of your items that you wish to purchase, click on the View Cart link in the upper right hand corner. Verify that the items, quantities and any personalization that you see in your shopping cart are correct and what you would like to purchase. Then press the Checkout button. Follow the steps throughout the checkout process.  When you click the final "Submit Order" button please click it only once.   As soon as you have clicked that button, the order is transmitted to us and changes to your order may or may not be possible so please verify all information in your order is correct at the final checkout page.   When you have completed your order and submitted payment securely through our website, an Order Confirmation # will be displayed on the screen. An e-mail will also be automaticallly sent to your e-mail address confirming your order.  

How do I return an item?

At Moments of Elegance, we stand by the quality of our work. To keep our customers satisfied, returns are a simple and easy process.

If after receiving your order you are not satisfied with the product, simply email us or click here to request a return authorization within 15 days. Once your return has been approved, you may return the item for a refund, replacement or exchange less shipping charges.  All personalized and custom designed products are non-returnable or refundable - this includes monogram cake toppers, personalized favor tags, custom tote bags and engraved merchandise. 

We will accept authorized and approved returns as long as the items are unused and in the original packaging.  Due to our volume pricing policy, we cannot accept partial returns on favors (i.e. if you ordered 100 at the highest volume price, we cannot accept a return for 50 of them).   Returned merchandise must be received within 15 days from when the return approval was given. Returns received without authorization or that are received more than 15 days after the return authorization date may be refused or subject to a 20% restocking fee.    

Additionally, non-personalized products whose product code starts with the following prefixes will be subject to a 20% restocking fee for all returns: 

  • FC (jewelry only)
  • EE
  • WS
  • BC
  • HW

Please be advised that shipping charges, special orders, food items, personalized items, and perishable products (chocolates, almonds, etc.) are non-returnable. A credit will be issued to the credit card that was used for the value of the merchandise less original shipping charges. If you took advantage of our "free shipping for orders under $300" special offer, please note the original shipping costs will be re-applied to your order if you choose to return the merchandise. In this case, the original shipping amount will be deducted from your refund total when the merchandise is received back. We DO NOT disburse Cash Refunds. Customers will be responsible for any freight charges associated with the original order as well as the return shipping. For your own protection, please use a reputable shipping service such as UPS or FEDEX so that the items can be tracked and delivery can be confirmed. Also, please be sure to have the items insured against damage. We cannot issue refunds for items that arrive to us damaged or that are lost in transit during the return. In these cases as long as you insured the package you will be able to file a claim with the shipping company to be reimbursed for the value. Custom and personalized orders, hair products, earrings and all edible items are non-refundable. 

**Please inspect all merchandise for upon receipt!!! If an order needs to be returned due to damage in shipping or an error made on our part, we need to be contacted within 3 business days of receipt of the merchandise to obtain a return authorization so that we can immediately file a damage claim with the shipper. We can offer an exchange for the correct product or a full refund. A UPS shipping label will be emailed to allow you to return the merchandise. If you plan to take the items to another location (other than the original shipping address) such as for a destination wedding, please inspect the merchandise prior to transporting it as we can only issue a call tag or reimburse return shipping costs for domestic shipments. We do not issue call tags or refund shipping costs from international locations if the package has been taken from its original shipping location. 

Shoe Returns- All return or exchange requests for shoes must come within 15 days of order receipt for return authorization. Shoe returns or exchanges will be subject to a $6.00 per pair restocking fee. Soiled, worn or dyed items are not returnable or exchangeable. Items are considered soiled if they are dirty, marked, or unable to be resold. All shoes should be test fitted with stockings on to avoid toe marks. If your shoes are received back with toe marks no refund or exchange will be given. Shoes must be re-packaged in a corrugatged mailing box and returned back as they were received. Your return of merchandise will not be accepted if it is not sent back in the proper new condition. Returns not accepted will be disposed of or shipped back to you at your cost. 

Damages/Shortages- All claims for shortages or damaged items must be made within 7 days of receipt of goods.   While we will happily cover replacement of the item(s) via the same shipping method as the original order, we are not responsible for covering expedited shipping costs for the replacements if your original order falls within 10 business days of your event date or if the replacement request comes more than 3 days after you have received your merchandise.

How do I track my order?

To track an order, please log into your online account and go to your order history.   Find the order you are looking to track and click for details.  If your order is listed as "processed", it has been sent to our warehouse and shipment has been processed.   If available, a UPS tracking number will be posted in the comments of your order.   If your need by date is approaching and your tracking number is not displayed, it may be taking awhile for our fulfillment server to receive the tracking information.  In that case, please email us and we can manually look it up for you.

How do I use a coupon code?

Towards the end of your checkout process their will be an optional place for you to enter a coupon code. Simply enter your coupon code and click "Redeem". If it is a valid coupon code, the discount will be applied to your order total before you complete the order.


How long will it take to receive my order?

Most of our items usually ship out within 1-3 business days unless it is a personalized/custom product, or if it is listed on backorder.  Those items should have lead times specified in the product description.   If the item is out of stock or may need additional time, we will do our best to notify you. Per your request we can partial ship your order if parts of it are on backorder or have longer lead times, but additional shipping costs may apply.   If you have multiple items on your order they may ship out of different warehouses, resulting in your order being fulfilled in more than one shipment.   If you are in a time crunch and need your item in a specific timeframe, please email us to verify the delivery timeframe and see if a rush order may be necessary. 

For a good estimate of how long an order will take before it arrives to you, please add the availability time of the product to the shipping method you have chosen.  For instance, if you are looking at an in-stock/non-personalized item that ships within 1-3 business days and you choose UPS 2 day air delivery, your items should arrive in about 3-5 business days.  Remember, weekends and holidays do not count as business days. 

How much does shipping cost?

<p>Calculating shipping is very simple. Add all the items you want to your shopping cart.  When you are at the shopping cart page, you will see an area below the cart contents where you can calculate the shipping cost.  Type in the zip code where your order will be shipping to, then click "Estimate Shipping".   You will then be given a list of shipping options for Ground, 3rd Day, 2nd Day and Overnight shipping.   This is a real time shipping estimate provided by UPS and will reflect the amount charged upon checkout.   If you receive a shipping quote that you believe is not correct, please contact us.  Occasionally we find products that have incorrect weights causing inflated shipping costs. </p>

I have sent in a return but have not received a credit yet, why?

Returns are processed within 10-15 days from when we receive your authorized return and should then be posted to your account according to your institutions policies.

I received an error message...

If you received an error message during your transaction, don't panic. Just e-mail us and we will take care of it for you.  If you received an error while submitting your order, do not try to submit it again.  Contact us to verify whether the order went through before attempting to submit it again so that a duplicate order is not processed

Is it safe to use my credit card online? takes every precaution to protect its customers' information. When you submit sensitive information via our website, your information is protected both online and offline. When our order form asks you to enter sensitive information (such as your name, address, credit card number), that information is encrypted and is protected with the best security encryption software currently available in the industry - Secure Sockets Layer protocol (SSL) with an encryption key length of 128 bits (the highest level of security commercially available).  If you have any questions or concerns about's security practices, you can contact us.

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My package has not arrived yet, what should I do?

We try our best to get your orders out to you as quickly as possible.  If your need by date is approaching and your package has not arrived yet, please email us for a status update. Please include your order #, name, and telephone number in your email.  Please keep in mind the processing time (usually 1-3 days for non-personalized/in stock items) plus the shipment time (anywhere from 1-5 days depending on the ship to location and the shipment method) will reflect the total lead time before your order arrives.   

Out of Stock Items

If an item is listed as being backordered or out of stock, you can still preorder it online to reserve your stock.   All backorders are filled on a first come first serve basis so we recommend orders be placed as soon as possible to ensure your order is filled immediately upon receipt of the merchandise.  Place an order for the item as you normally would. Once we have the item in stock, we will ship the goods out to you. If there is a further delay, we will try to contact you to let you know. If your product goes on backorder, we will contact you as soon as possible to let you know about the delay and give you the option to upgrade your shipping if needed. We are not responsible for paying expedited shipping costs for a product that is or goes onto backorder after order receipt.

What are my shipping options?

Due to their reliability, tracking capabilities and quality of service, our primary shipping carrier is UPS.  Upon checkout, you may choose from UPS Ground, 3 Day Select, 2nd Day Air, and Next Day Air Saver and Next Day Air delivery.  We will occasionally use USPS Priority Mail or FedEx for ground deliveries if it is deemed more efficient.  We ship and deliver on Monday-Friday, excluding holidays.  For urgent needs, we may be able to deliver on a Saturday for an additional charge.  Please include a physical address when you place your order as we cannot ship to PO boxes.

What credit cards do you accept?

We accept Mastercard, Visa, Discover, and American Express. We also accept Paypal.

What is a coupon code?

At times we offer special discounts for new or our regular customers via emails, newsletters or other websites to reward them for their continuing business.  Such discounts come in the form of a coupon code that can be redeemed at checkout.  Only one coupon code may be used per order (coupons cannot be stacked) and they must be used either online or over the phone at the time the order is placed - coupons cannot be redeemed after the fact on orders already submitted.

What is your pricing policy?

Many of the wedding favors and gifts found at are unique and custom made products designed specifically for our customers.  However if you find an identical item on another website that is advertised as having a lower price, we do offer a 110% price match guarantee. We will match the price of a competitor if:

  • The product is the exact same item from the same manufacturer, and must be in stock
  • We will take into account the total cost of the order including shipping
  • We will match the price plus 10% of the difference between our price and the competitor price.

Please email us if you have a price match request. Please note, ebay auctions and some Amazon stores are not eligible for price matching due to the nature of the transactions. Prices are subject to change at anytime and we reserve the right to make pricing corrections even after orders are received.

Why is my coupon code not working?

The coupon will not be calculated to your order if the coupon code has expired, if the coupon code entered is not correct or doesn't exist, or if your order does not meet the terms of the coupon (i.e. it is only valid for orders over $50, or only valid for orders shipping within the US), . Please contact us via e-mail if you have further questions.