Exceptional Bride makes every effort possible to ship an order within 1 to 3 days of the date of receipt. Some items are sent directly from our suppliers and may take longer, and items ordered together may not arrive in the same box. Items shipped to Alaska, Hawaii and US Territories are delivered by FedEx, UPS or USPS. Customers requesting a "Rush" will be accessed a $10.00 surcharge on orders under $500, $20 surcharge on orders up to $1000, $25 surcharge on orders up to $2000 and a $45 surcharge on orders greater than $2000.00.
We ship orders during standard business hours, Monday - Friday. All transit times are calculated in business days (Sat-Sun and Holidays do not apply). While placing an order please consider the processing time. If you place an order on a weekend day or national holiday it will be processed the next business day. We cannot guarantee that order cancellations made via email will be caught and cancelled. Telephoning us will insure the cancellation of your order and prevent unwanted charges and shipments.
Glass Vases
Glass and ceramic vases are shipped within the 48 continental United States only. Glass vases are shipped FedEx or UPS ground ONLY and cannot be expedited.
Delivery Times
Delivery times do not include the time to process your order. Orders are processed Monday - Friday (Sat-Sun and Holidays do not apply). If you place an order on a weekend day or national holiday it will be processed the next business day.
USPS deliveries occur Monday - Saturday except on holidays.
Standard Ground Shipping - 6-12 business days (varies with location)
Regular Express Shipping - 3-5 business days (varies with location)
All transit times are calculated in business days (Sat-Sun and Holidays do not apply).
Backorders
Items not in stock at time of order placement will be placed on backorder and shipped to you as soon as possible.(One of our customer service representative will notify you either by phone or email) Your charges will not be billed until your order ships.
APO, FPO & PO Boxes
We do not ship to APO, FPO and PO Boxes. A physical address is required.
We recommend upgraded shipping for candles ordered in June, July or August. We cannot guarantee the candles will not melt when shipped standard ground.
Due to the bulkiness and weight of some of our items, shipping costs may greatly exceed the posted rates. In these rare cases you will be contacted with the exact shipping rates before we process the order.
Returns & Claims
Your satisfaction is always our top priority and we work with our vendor partners to guarantee the quality of the products that we offer and we want you to be completely satisfied with your purchase. Please note that all returns require a "Return Authorization Number" which can be obtained by emailing us at: customerservice@exceptionalbride.com. All non-authorized return packages will be refused and sent back to you.
For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage. All charges related to the return of items are the responsibility of the customer unless you received the wrong item, or where the fee is prohibited by law. We recommend a shipping method that is traceable so that your shipment will not be lost in the mail. We cannot be responsible for defects or damage caused by customer error. Our full liability is limited to the refund of the purchase price of the merchandise.
If your order was lost or damaged in transit, we will be glad to offer you a replacement or a refund in the form of the original payment method after the lost or damaged items have gone through our loss and damage investigation procedure. Replacements will be shipped by using the shipping method that customer selected on the original order.
When repacking an item for return, please be sure to include all the free and promotional items that came with your order as well as all applicable accessories. Generally, as a "rule-of-thumb" you should return the items to us the same way we sent them to you - in the same condition and with all the original contents. If an item is missing, its value will be added to the original price you paid for the order, thus reducing the amount of the refund, if such is issued.
Inspect your order immediately upon delivery. It is unlikely that anything will be damaged as we pack our orders well. If you detect visible physical damage contact us immediately. In case of damage; DO NOT discard any shipping materials and manufacturer's packaging. Please re-seal the damaged products using the original packaging materials. If you don't want to wait until the damage or loss investigation is completed and you want us to send a replacement item right away please contact us. We reserve the right to refuse to issue credit for any item that has been used, misused or damaged. We also reserve the right to charge a restocking fee of up to 40% on returns of opened products.
Contact our Customer Service before returning merchandise for any reason. All non-authorized return packages will be refused and sent back to you. All claims should be made within 3 days of receipt of merchandise. Orders returned or refused without prior authorization will be subject to all freight charges incurred in the shipping and back shipping of merchandise. All returned goods will be accessed a 25% restocking fee.
A returned shipment must include a "Return Authorization Number" or it will be refused by Exceptional Bride. All products returned must be in resalable condition. Damaged items or packages must be reported immediately. No credit will be awarded for items returned damaged or broken. Personalized items cannot be returned.
Return Policy Exceptions
We are unable to accept returns or exchanges on the following items:
- If an item has been used, we are unable to accept its return.
- Unauthorized returns are subject to a 40% restocking fee.
- Customized or personalized products
- Special order items including promotional and gift merchandise.
- All claims for credit, shortages, dissatisfaction and/or damages must be placed within 3 days of receipt of merchandise.
- Shipping charges are non-refundable. Customers that receive free shipping will be charged the exact shipping charge for shipping if their order is returned for a refund of the original purchase price.
- Customer will be charged an additional SHIPPING fee for any refused or undelivered shipment due to customer's incorrect address entered on the order form. Any order that needs to be re-shipped will be charged at the same shipping charges that apply to the original order.
Customer satisfaction is very important to us and we value and appreciate your business. If you have any questions or concerns please email us at: customerservice@exceptionalbride.com.
