Order Processing and Fulfillment We ship all engravable gift items within 4-5 business days for in-stock merchandise. We will ship all candle and favor items within 5 business days. Although our production team can accommodate most circumstances, please place orders as far in advance as possible to avoid a rush fee ($15.00). All orders ship via Ground service unless a shipping upgrade is specified. Please Note: Candle and Favor orders will ship separately from 2-Step Images. 2-Step Images requires you to use our order form or a format in which all necessary information for processing your order will be present. 2-Step Images cannot be responsible for missing information if left off the order. Returns/Exchanges/Damages We stand behind our products and are proud to offer a 100% satisfaction guarantee on any defective or damaged merchandise. Our guarantee includes exchanges only. No refunds are available on personalized items. Items without personalization may incur a restocking fee. Please inspect goods IMMEDIATELY. Any defects or damages MUST be reported within 7 business days of delivery date. No exceptions. Please keep in mind, PERSONALIZED merchandise cannot be returned or exchanged. Dated items cannot be returned or exchanged for any reason after event date, regardless if they are defective or damaged, as 2-Step Images cannot be responsible for the use of the merchandise. Any defective or damaged merchandise you wish to exchange must have an RA NUMBER before returning. 2-Step Images will gladly reimburse return shipment costs of authorized exchanges/returns (non-personalized merchandise returned for credit will not qualify for shipping reimbursement). Express shipping costs will not be reimbursed; only ground services will be reimbursed. 2-Step Images will pay to ship authorized replacements via UPS Ground service only. Please place your gift order at least 3 weeks prior to event date; this will help alleviate rush shipping charges ($15). If you need to exchange an item due to defects or damages, please follow the instructions below: Was the shipping container damaged? If so, you will need to keep the original shipping container for a possible claim to be made with the shipper. Call 1-214-641-1141 and ask to speak to the returns department to discuss your options and to receive your RA#. Place the RA# given (return authorization number) on the outside of the box you are returning so it can be seen clearly by the returns department in our offices. PLEASE NOTE: Any package arriving without a return authorization number clearly written on the exterior of the package will be returned to sender at the cost of the sender. Be sure the item you are returning for inspection is packaged properly as 2-Step Images is not responsible for further damages due to improper return packaging. Items returned with insufficient packaging will be refused and returned at the cost of the sender. You are encouraged to ship your return via a track-able source as 2-Step Images cannot be responsible for merchandise lost in transit. Payment Terms 2-Step Images accepts all major credit cards using PayPal ONLY. We accept check, money order, wire transfer and PayPal ONLY! If terms are desired you can apply for: Net 10 terms upon approved credit. Inquire to customer service or on-line for credit application. Invoices will be mailed twice a week to all Net 10 customers. If credit has not been established, orders will be shipped COD company check without notice. International Shipping 2-Step Images will ship to international addresses via UPS only. The recipient is responsible for all customs fees, import duties and taxes assessed upon the shipment’s arrival. Any additional customs charges will be the responsibility of the recipient. 2-Step Images has no control over the charges and cannot calculate these fees in advance. Please note original delivery estimates may be delayed by customs clearance procedures.