Ordering Our Products
 

If you are ordering personalized or customized items we require a  2-3 weeks lead time to fill your order. If you require your order sooner, please contact us at 1-888-486-8262 and we will do our best to accommodate. A small fee will apply for this service.

Due to the fact that most favor orders require a fast delivery, we offer to you (for free) the opportunity to view your sample favor on line. Please call or email us for more details.

Candle favors can be customized to match your bridal party's attire. Simply mail us a sample swatch. A sample is then sent to you for approval. Favors are than shipped within 3 weeks from date of written approval.

How To Order

All orders are shipped prepaid. No CODs or Net accounts available.

 Online: We have made it easy for you to order easily and securely online with SSL Securenetshop.net with the option of paying with Paypal, as well. Veiw your order, personalize your favors as well as offering you different shipping options. If you are not comfortable with  paying online You may also print your order and fax, call or email your order to us. We accept Paypal, Visa, MasterCard, Visa, Discover and American Express payments. If you wish to pay by  check, you may do so through Paypal. You will be sent to their site when you choose "pay with Paypal" option. Orders paid by  check will not be shipped until check has cleared through your bank account.

By Phone: Call Toll Free 1-888-4TOVANA (1-888-486-8262)

In NY State Call (516)759-7667

By Fax: Simply choose to print your order and fax it to (516)759-0281. Please make sure you include your credit card information as well as the CVV2 Value ( the 3 numbers on the back of the card) and your signature.

By Mail: Simply choose to print your order and mail it to:

We accept payment by Visa, MasterCard, Visa, Discover and American Express(  Please make sure you include your credit card information as well as the CVV2 Value - the 3 numbers on the back of the card- and your signature).as well as cashiers checks and Money Orders (make payment to Tovana Crafts) Sorry, no personal checks accepted.

Shipping Charges

All shipping charges are calculated by weight and your shipping area at time of order if order is placed on line. Free Shipping applies to orders over $50.00

For orders placed by phone, shipping charges will be determined at time of shipping to ensure that you will not be overcharged for shipping.

To prevent melting of malformation of candles and chocolates, orders placed within the months of June to August may require to have the item(s) shipped 2 day. Chocolates may not be available to curtain areas during these months as well.

Our Return Policy

At Tovana Crafts, we pride ourselves in our quality and craftsmanship of our products. If you are not completely satisfied with our products, simply contact us at 1-888-486-8262 and we will do all that we can to complete your order to your satisfaction.

Sorry, we cannot accept returns on any  personalized or customized items. Shipping and any "Rush" fees are not refundable. We will only accept returns within 10 days of the time you receive your order. Item(s)  must be in it's original packaging. 

Item(s) returned are subject to a  20% restocking fee. All shipping costs to return the item(s) are the responsibility of the customer.

Cancellation of Your Order
 

Due to the fact that most items are custom made to your order, we can only cancel orders that have not been processed upon receipt of your email. All requests for cancellation must be via email from the email address in which order is placed. Please not that most orders are processed right at time of receipt to ensure a timely delivery of your items.

Damaged or Missing Items

All orders are checked and rechecked prior to shipping by our staff.  Please thoroughly examine your order upon receipt. If an item arrives to you damaged or missing, please contact us immediately within 10 days of delivery date. In the case of damaged product, we are required to make a claim with the shipping carrier. Please keep all shipping material for possible examination by the carrier.

How To Return Items

 Please call us at 1-888-486-8262 to receive a Return Authorization number. We cannot accept any returns that do not have a RA number on the return mailing label.

For your own protection, please use  FedEx or UPS. A tracking number as well as insurance is included with the shipping of you package as well as a delivery conformation. If you do choose to send USPS, keep in mind that they only guarantee timely delivery of packages shipped via Next Day Express.  Also, please be sure to have the items insured against damage.

Also, please make sure to package  the item(s) to be returned properly.  We cannot issue refunds for items that arrive to us damaged.