Frequently Asked Questions

GENERAL INFORMATION

How do I get in contact with you?
You can find all of our information on our contact page (click here). We are always available via email. Our number is available as well for your convenience, although we cannot always get to the phone. We are closed on Saturday, Sunday and all major holidays. You will most likely be in contact with the owner, Daniela. If at any point, you are not able to reach her by phone, please be sure to leave a voicemail message, or send an email letting us know that you would like a call back.

What are your prices?
Please refer to our pricing information (click here)

Will I have to pay taxes?
For Ontario residents 5% GST and 8% PST is charged. For shipping in Canada, outside the province of Ontario, 5% GST applies. If your order is shipping to the USA, you will not pay any sales tax.

What is your shipping policy?
Please refer to our delivery options (click here)

Do you offer local pickup?
If you are in the Durham or Greater Toronto Region, local pick-up can be arranged.

What payment methods do you accept?
Please refer to our payment options (click here) 

ORDERING

How does the order process work?
Please refer to our process outline (click here)

How long does the process take?
For wedding invitations the entire process can take from 6 to 8 weeks after the initial consultation, depending on how quickly approvals are made. We recommend booking your consultation no later than 4-6 months before your wedding date. You should plan to send out your invitations 8-10 weeks prior, allowing more time for destination weddings and out-of-town guests.

For non-wedding orders for other events such as a baby shower, bridal shower or baptism, we recommend booking your order 1-2 months prior. Birth announcements, photo cards and personal stationery require 1-2 weeks lead time.

Can you rush my order?
We do accept rush orders for an additional charge, dependent on our current schedule. Please inquire.

What can I expect during the consultation?
You will speak with the designer to discuss what you are looking for and the extensive range of options available to you. During the consultation we will discuss the colours, materials and style of your invitations. Then, we will get back to you with an estimate based on your specific needs. You can prepare for your consultation by having the following details that apply to you ready to discuss:

• Your event or occasion date
• Wording (including any middle names, parent names, special quotes)
• Quantity — it is recommended to add an extra 10% to the order
• Event details — timing, locations, full addresses of all venues
• Reply date — typically 3-4 weeks prior to your event
• RSVP information — address/email. Do you require meal options or number of children?
• Colour swatches/palettes, themes, ideas, pictures, etc. Visit our links page for resources.

I live far away. Can I still order from you?
Of course! We work with many clients, even our local clients from a distance. Please refer to the How We Work section of our site to find out more about our service. However, we are currently only accepting clients from Canada and the USA. If you are outside these countries, please inquire.

How many extra invitations should I order?
We strongly recommend you add a quantity of 10% to your order for unexpected guests and keepsakes. It will cost much more to reprint a few at a later date. 

How do I get a proof before my order is printed?
You will receive your proofs by email or web link. Hard copy proofs are available for $15 each and include shipping — please allow more lead time to complete your order for proofs by mail.

Can you enhance or fix my photos?
Yes! We will make minor corrections including: cropping, color enhancement, blemish removal and colour tinting. We can also turn your colour photos to black and white or sepia if you wish. If your image is unsuitable for print or is not correctable, we will let you know as well. Digital photos with very low resolution are difficult to correct and won't produce a crisp quality image when printed — please make sure the images taken using a digital camera have been set to the highest resolution setting possible — 300 dpi is suitable. Also, please turn off the date stamp feature on your camera.

Can I use a photo from a professional photographer?
Yes, but please read our terms of use. By submitting photos to Momento Design you declare all legal ownership of your photos. You must obtain copyright permission from a professional photographer.

Can I order more announcements or invitations later?
Yes! We keep your order on file for 6-8 months. However, rush or small quantity orders can be more costly to fulfill. It is best to add at least 10% to your original order. 

Can I buy a digital file and print the cards myself?
Yes! You can purchase the design only and have your cards printed at home or at any photocentre. For more information about this service click here.

RETURNS + CANCELLATIONS

Can I cancel my order?
Cancellations must be made prior to final approval. However, any and all design fees and deposits are non-refundable. Once your order goes into production cancellations cannot be made.

What is your refund/return policy?
Due to the custom nature of our products and services, we do not accept any returns, and there are no refunds. Once your order is processed, all sales are final.

While we always make every effort to deliver a perfect product to our customers, Momento Design is not responsible for any orders that were submitted with spelling errors or incorrect personal information. If you have approved the final proof, and an error was not caught by you, we cannot be responsible for this. We can reprint a revised order for you at 40% off the regular price. You will have to pay shipping charges again as well. We may ask you to return the original shipment. We advise that you take the time to carefully proof your order and have a third-party review for extra measure.

If there is a mistake made by us, after you have approved the final proof, we will  reprint your order with the correct information at no charge to you. We require that you notify us of any issues within five (5) days of receiving your order.

My order arrived and the cards are damaged. What do I do?
Please notify us immediately if there has been any damage during shipment to your order. We require that you notify us within 5 days of receiving the order. PLEASE DO NOT THROW AWAY ANY OF THE PACKAGING or the order itself, as we may ask you to return the original shipment to us.

For more information about our policies, please refer to our terms of use and privacy policy.

My question still is not answered.
Submit your question by using the secure form located on this page or contact us.