Frequently Asked Questions
Polka Dot Design is excited to offer an array of stationery items and party supplies. Our variety and wide selection mean you're sure to find something to fit your taste for any occasion.
As you browse, please note that some items have different processing times. You will find that some of our selections are pre-manufactured items featuring many of the leading brands in the stationery industry. Polka Dot Design also offers an extensive line of digitally-printed products. These items are part of our Quick Ship Collection. These are identified with “Quick Ship” listed under the brand name. The brand name is listed in grey under the pricing when you are viewing the thumbnail images on our website, and it is also indicated under the name of the item on the product information page. For your convenience, we would like to address some of our Frequently Asked Questions.
If you have questions regarding any of our policies, please contact our customer service department, and we will be happy to help!
Table of Contents
- What does preprinted mean?
- What is an embellishment?
- How do I order a card with an embellishment?
- What type of printer do you use?
- Do you print anything on the back of the card?
- Do I need to enter my credit card information before I receive a proof?
- Should I order my coordinating pieces all at the same time?
- Can I order just the design and print the wording myself at home?
- How many lines of text will fit on a particular card?
- Can you tell me if a certain item is in stock?
- If I do not see a particular item on your site how can I order it?
- What if I see two pending transactions on my bank or credit card statement, but I only placed one order?
- What type of paper do you print on?
- Do envelopes come with my order?
- Will you print my return address on my envelopes?
- What type of envelopes come with my order?
- Do your cards require extra postage?
- What if I want my cards to look just like the online sample?
- What if I'm not receiving emails from Polka Dot Design?
- How long will it take to receive my order once I have approved my proof?
- How will my order be shipped?
- How can I check the status of my order?
- Do you offer a rush service on your in-house processing time?
- Will I receive a proof for my custom order?
- How can I view my proof?
- I am having difficulty viewing my proof. What can I do?
- If I submit changes to my proof, how long will it take to receive a new proof?
- I submitted changes to my proof, but I'm not able to see the corrections when I log back in.
- Can I call you to submit my proof approval by phone?
- Can I view my card before I place my order?
- How do I approve my order to print?
- What are the photo requirements?
- Can I mail my picture to you?
- Can you change my picture to black and white or sepia?
- Will you edit my photo?
- Can I email my photo to you?
- Can I use a photograph taken by a professional photographer?
Cancellations and Returns
- What is your return and cancellation policy?
- Can I cancel an order after it has been placed?
- If I receive products that I have decided not to use, may I return them?
- How long will it take to receive a refund on returned products?
- Can I request a catalog?
- Can I request a sample of a product I see online?
- Can Polka Dot Design assemble the embellishments for me (for example, tie bows, apply glitter, etc.)?
- Can I order a different quantity than is stated online?
- Can I add a logo to my printed order?
- Can I request that envelopes be sent early?
- Can I order envelopes separately?
- Do you ship outside the United States?
- How do I place a reorder for the same item I've already received?
- What if my order has shipped, but there was an error in the text I approved or some of my event information has changed?
- How do artists and manufacturers submit products for consideration on your website?
- How can I contact the manufacturer of a product on your website?
What does preprinted mean?Back to Top
Some items are described as "preprinted". This means the manufacturer has preprinted a greeting or wording on the card already. In most cases, this wording will be "thank you" on a note card or a holiday greeting on a photo card. This preprinted wording cannot be changed.
What is an embellishment?Back to Top
Some cards may be available with an "optional embellishment." Embellishment may refer to a ribbon, pre-tied bow, glitter or other extra piece that attaches to the card. In most cases, there is a thumbnail image of the embellished and non-embellished versions on the product page. Look under the main image to select one of the thumbnails to view the card with or without the embellishment. When you place an order, please use the drop down menu under "Product Options" to select whether or not you would like the embellishment included with your order. Please remember that assembly is required when you select an embellishment. If you would like for us to assemble the card for you before we ship it, please select the box for the assembly option on the custom order form.
How do I order a card with an embellishment?Back to Top
If you would like to have the optional embellishment included with your order, make sure you select this option on the product page. Once you add the embellishment the product identification code will change. The pricing will also change as there is an additional charge for embellishments. If you are placing a custom printed order with an embellishment, the proof should include the embellishment. Please double check your order to ensure you receive the correct item.
What type of printer do you use?Back to Top
Our Quick Ship Collection uses the highest-quality digital press available. We employ a state-of-the-art four color digital press utilizing liquid ink versus toner, giving your pictures the look and feel of true photo quality. It seems that more and more printing companies are adding the word "digital" to their product descriptions. Yet, sometimes their idea of digital is no more than a copier connected to a computer. Our press redefines the upper limits that digital technology can offer. And, best of all, your materials look better that anything you have ever seen. The colors are richer, the text looks crisper and the gradients are smoother. We also have professional-grade printers in which we process many of our custom printed orders. We offer the very best in printing that is available.
Do you print anything on the back of the card?Back to Top
Yes, our beautiful designs continue onto the back of the card giving a completed look to our items. We also tastefully place our logo on the back of the card.
Do I need to enter my credit card information before I receive a proof?Back to Top
We do ask that you place an order so that a proof can be provided. Your credit card will be authorized for the amount of your purchase as soon as you place your order so that we can immediately begin processing the order. A proof will be uploaded into your online account within two business days from the day you place your order. We are happy to make any changes for you at that point so that you are satisfied with your invitation. No proof ever goes to print until we have your final approval, and we do not complete the transaction on your credit card until your order has shipped. Note: For information on our cancellation policy, please review our Terms & Conditions.
Should I order my coordinating pieces all at the same time?Back to Top
Yes, in order to ensure color consistency, coordinating pieces must be purchased together. Stickers may vary slightly in color due to the different paper stock.
Can I order just the design and print the wording myself at home?Back to Top
Our entire digital line is printed on a high-quality four color digital press, and the products are printed on premium, heavy-weight cardstock that may not be printer compatible. Due to the manufacturing process, we do not suggest printing our digital products on any commercial or home printers.
How many lines of text will fit on a particular card?Back to Top
There is no limit to the amount of text you can submit for a custom printed order. Our professional typesetters will work with your text and do their best to fit it all on the card you select. If the card absolutely will not accommodate all of your text, we will contact you to see about revising the text or selecting a different product. If you are concerned about the amount of text you would like to use, we recommend choosing a standard, easy-to-read font. Avoid handwriting or script fonts with scrolls and swirls that might be difficult to read if there is a lot of information. When proofing your order, make sure you view the proof at 100% and print it out to see an accurate card size and typesetting. This will allow you to see the size that the font will be when we do our printing, so you can determine if changes need to be made.
Can you tell me if a certain item is in stock?Back to Top
Everything you see on the website should be in stock. We rely on the manufacturers of the products we carry to inform us if an item is no longer available, and we remove products from our website as soon as we are notified that they are out of stock. In rare circumstances there may be products on the site that are not available. If you place an order for one of these items you will be contacted as quickly as possible. Our Quick Ship products do not go out of stock.
If I do not see a particular item on your site how can I order it?Back to Top
If you have seen a product on our website in the past, but it is no longer on the site, it may be temporarily out of stock or it may have been discontinued. Unfortunately, for out of stock items, manufacturers do not provide a specific date of availability; however, as soon as we are notified that a product is back in stock, we will put it back on the website.
What if I see two pending transactions on my bank or credit card statement, but I only placed one order?Back to Top
When you place your order, your credit card is authorized for the full amount of the purchase. If there is a discrepancy between the billing address you provided and the billing address to which your statement is mailed, we will not accept the funds on the authorization. Your bank or credit card company may still have a hold on those funds that appears as a pending transaction on your statement, but since we declined the authorization, it should be removed within a few business days. Our finance department reviews these orders, and if they do not suspect any suspicious or fraudulent activity, they will manually process the credit card authorization. This would be the second pending transaction you see on your account, and this will be the payment we process once your order has shipped. If at anytime you see multiple completed transactions you feel are incorrect, please contact our customer service department immediately.
What type of paper do you print on?Back to Top
We print our digital designs on 100 lb. matte (non-glossy) cardstock. This cardstock contains 30% recycled content.
Do envelopes come with my order?Back to Top
Yes, all invitation and announcement orders include envelopes.
Will you print my return address on my envelopes?Back to Top
Yes, we offer return address printing on the back flap of the envelope, or for response cards, the return address will be printed on the front of the envelopes. You can select this option when placing your order in the Design Studio.
What type of envelopes come with my order?Back to Top
All of Polka Dot Design's Quick Ship digital cards come with a high quality, 70 lb. bright white envelope. The items that are sent to us from our manufacturers have varying envelope styles, please contact our customer service department if you have any questions.
Do your cards require extra postage?Back to Top
Most of our cards do not require extra postage, except for our square invitations and announcements. We recommend taking a fully-assembled invitation to your local US Post Office Branch for accurate postage costs before mailing your invitations. We cannot be responsible for returned items due to insufficient postage. HINT: To protect your invitation during mailing, we suggest requesting the US Post Office to "hand cancel" your invitations or announcements.
What if I want my cards to look just like the online sample?Back to Top
We are happy to typeset your order exactly like the online sample. Simply upload your picture through the Design Studio, click the Option One tab, and add your text to the card. Once we receive your order, our typesetters will create a proof for you and will upload a proof through your online account via our website. At this point you will be able to make changes or approve your order to print.
What if I'm not receiving emails from Polka Dot Design?Back to Top
We send a number of automated email messages to you regarding your order. For blank orders, you should receive an email confirmation as soon as the order is placed, and once the order is shipped you should receive a shipping notification. Printed orders will also receive proofing instructions via email and proof notifications. Since these messages are automatically generated, your email provider may filter them out completely or route them to a junk/spam mail folder. If you are using a Spam filter or blocker that requires confirmation from the sender or is set to reject email from certain domains, please enable it to receive email from the polkadotdesign.com e-mail server, to ensure receipt of these messages. If you are not receiving our emails, all of your order information - including a receipt, order status, proof, and tracking number - are available in your online account. You can always access your account through our site to find information about your order.
How long will it take to receive my order once I have approved my proof?Back to Top
We strive to offer you a high-quality product with a quick turnaround. The in-house processing time begins the day your order is placed and includes the proofing process. Most custom printed orders have an in-house processing time of 3-5 business days and our Quick Ship products process in 1-2 business days after proof approval. Please confirm the processing time for the item you are ordering on the product information page. Once an order has shipped, the delivery time will depend on which UPS shipping method you select. We offer UPS Ground, 3-Day Select, 2-Day Air and Next Day Air. Please remember that the shipping time is in addition to the in-house processing time. If you are in a time crunch, please contact our customer service department to discuss which shipping option will be best for you.
Most blank wedding program orders have an in-house processing time of 1-2 business days (unless otherwise noted, please see product information). Most printed wedding program orders process in our facility for 3-4 business days after we receive your proof approval (unless otherwise noted, please see product information). Anna Griffin and Specialty Programs, whether blank or custom printed, can process in our facility for up to 14 business days.
How will my order be shipped?Back to Top
All Quick Ship items ship via UPS from our North Texas location. We offer UPS Ground, 3-Day Select, 2-Day Air or Next Day Air shipping. At this time, we do not ship outside the United States.
How can I check the status of my order?Back to Top
You can monitor the status of your order by logging into the account you created on our website. Select the "Login" link at the top of the page, and log in under the “Have an account” section with your email address and password. Inside your account, you can view a copy of your receipt, check the status of your order and find a UPS tracking number.
Do you offer a rush service on your in-house processing time?Back to Top
Due to our fast turnaround times (in most cases 1-2 business days for blank orders, 1-2 business days after approval for our Quick Ship products or 3-5 business days for custom printed orders) we do not offer a rush on our in-house processing. We do our very best to ship every order as quickly as possible. We do offer expedited UPS shipping, and we recommend selecting 2-Day Air or Next Day Air if you need to receive your order quickly. These shipping methods will ensure that UPS delivers your order promptly after it has left our facility. Please keep in mind, the shipping method you choose will not affect our in-house processing time and shipping times are based on business days, Monday through Friday only.
Will I receive a proof for my custom order?Back to Top
Yes, all of our custom printed orders receive a proof within 2 business days from the day the order is placed. Your proof is uploaded into the online account you create during the ordering process. You will receive an email notification when your proof is available, however, the email is automatically generated and may be filtered out or routed to a junk/spam mail folder. When your proof is ready, you can view it by returning to our website, selecting the "Login" link at the top of the screen, and logging in under the “Have an account” section using the email address and password you used to place the order. There will be a pink link there to view your proof. Note: Noteworthy stamps do not receive proofs. Please double check your text on the order form before submitting your order to ensure accuracy.
How can I view my proof?Back to Top
When your proof is ready, you can view it by returning to our website, selecting the "Login" link at the top of the screen, and logging in under the “Have an account” section using the email address and password you used to place the order. There will be a pink link there to view your proof.
I am having difficulty viewing my proof. What can I do?Back to Top
If you have logged into your account and are having trouble viewing your proof, please make sure you have Adobe Acrobat Reader installed on your computer to view the proof in the .PDF format. If you do not have this program, you can download it for free here. If you are still having difficulty, please contact our customer service department so that we can email or fax the proof directly to you.
If I submit changes to my proof, how long will it take to receive a new proof?Back to Top
Our art department makes changes to proofs as quickly as possible. Your revised proof will be available in your online account within 24 business hours of submitting the changes.
I submitted changes to my proof, but I'm not able to see the corrections when I log back in.Back to Top
Our art department tries to make proof changes as quickly as possible. A revised proof should be uploaded into your online account within 24 hours of submitting changes. If you do not see the corrections when you try to view the new proof, try holding down the "Ctrl" (Control) button on your keyboard while selecting the refresh option on your internet browser. This will refresh your page while eliminating any cached or stored information. If you are still not able to view the changes, please call our art department at 877.816.0884 or email firstname.lastname@example.org so we can look into your order.
Can I call you to submit my proof approval by phone?Back to Top
Unfortunately, we cannot accept verbal approvals for proofs. Please submit your approval electronically by selecting the "Approve Proof" button inside your online account or email us your written approval.
Can I view my card before I place my order?Back to Top
Yes, our innovative Design Studio offers you the ability to view your card before ordering. The Design Studio allows you to upload an unlimited amount of photos and text. You can then use the tools to change fonts, ink colors, layout, etc. You can use your creativity to set up your proof in the Design Studio, or simply submit your text and let our professional typesetters do the work for you.
How do I approve my order to print?Back to Top
Whether you use the Design Studio to create your own proof or simply submit your text for our typesetters, a professional proof will be uploaded into the account you create on our website. You can view your proof through that account and submit your approval online once you are happy with the proof.
What are the photo requirements?Back to Top
For the best print quality, your digital photo should be a high resolution JPEG file, with the required 300 dpi and 4" x 6" in size. The quality of the final product will depend on the quality of the digital file we receive. The following tips will help you maintain the highest quality image possible.
When removing the pictures from your camera, drag them directly from your camera's folder instead of using a computer software (example Kodak Easyshare) to retrieve your pictures. Many computer software programs will compress your pictures into smaller files making them a lower resolution and a lower print quality.
When sending your picture to us, please make sure it is the original file. Please do not crop, edit or compress your picture. We are happy to do this for you! When taking pictures with your digital camera, check your camera to make sure it is on the "Fine" or "Superfine" setting. Photos taken on your smartphone or cellphone are not a high enough quality photo to be used on your item. If you are scanning a printed picture, clean the glass with a glass cleaner and a lint free cloth to remove dust and dirt. Next, scan your image at 100%, at least 300 dpi resolution and save at the Maximum Level JPEG setting.
Can I mail my picture to you?Back to Top
At this time we are not accepting any photographs through the mail. Please follow the instructions above to scan the picture yourself or take your picture to any copy store and ask for them to scan it for you. After you scan the picture you can upload it through our Design Studio or email it to us at email@example.com after you place your order.
Can you change my picture to black and white or sepia?Back to Top
Yes, we are happy to change your picture to black and white or sepia tones. For the best printing results, please do not change the picture yourself to black and white or sepia. When you upload your picture into our Design Studio, you have the option of changing your picture to sepia or black and white.
Will you edit my photo?Back to Top
We will be happy to make minor edits to your photo, at no extra charge. But we will be unable to correct blurry, grainy, pixilated photos, or ones that are too dark or too bright. We will be able to crop, brighten slightly, remove red eye and convert to black and white or sepia tone. If you would like for us to make an adjustment that you are not able to do through our Design Studio (crop, zoom, change to sepia tones or black and white), please make notes in the text box for "Special Instructions to Typesetter."
Can I email my photo to you?Back to Top
Yes, if you prefer to email your picture, you may do so. After placing your online order, simply send us an email to firstname.lastname@example.org with your picture attached. Please provide your order number in the subject line when sending your email.
Can I use a photograph taken by a professional photographer?Back to Top
Yes, you are able use a professional image with written permission from the photographer. Please fax the photo copyright release form to 817-334-0850. You can download a copy of the release here.
Cancellations and Returns
What is your return and cancellation policy?Back to Top
Our goal is to provide our customers with an excellent product and service. We want you to be happy with your card choice. If you have placed your order and it has not been approved, we are more than happy to change your order to a different card design. Our typesetters will change the card and create a new proof for you to review. If you would like to cancel an order that has not been approved, we will retain a $15.00 service fee and refund the difference.
Because this is a personalized product, once the order has been approved and/or printed, we are sorry, but there are no cancellations, exchanges or returns.
Can I cancel an order after it has been placed?Back to Top
Blank stock orders process very quickly and are often shipped directly from the manufacturer. For this reason, blank stock orders cannot be cancelled. If you decide not to use blank products once you have received them, please call our customer service department to determine if the item is eligible for return and to obtain a return merchandise authorization number.
Most custom printed orders can be cancelled so long as the proof has not yet been approved. If you request cancellation before a proof is created for you, we will completely void your credit card authorization. If you need to cancel after a proof has been uploaded, we retain a $15.00 proof fee and void the balance of your credit card authorization.
Please be aware that some items are not eligible for cancellation. This includes: All Sale Items, All Holiday Products, Specialty Wedding Programs, and non-Quick Ship orders of a quantity of 100 or more.
For wedding programs, we do our best to process and ship blank cardstock wedding program orders as quickly as possible. We will make every effort to cancel your blank programs; however, if the order has already been shipped, we will not be able to process your cancellation. If this is the case, we can always send you return instructions, and you can send your blank, unused programs back for a refund. Blank programs by Polka Dot Weddings can be returned for a refund of the merchandise cost minus a 25% re-stocking fee. Please contact our wedding department to obtain a Return Merchandise Authorization Number (RMA#) and return instructions.
Please view our cancellation and return policy for wedding orders. Specialty Wedding Programs, whether blank or custom printed, cannot be cancelled once the order is submitted online.
Custom printed programs by Polka Dot Weddings can be cancelled without a fee if no proof has been created. If a proof has been uploaded into your online account but not approved, we will cancel your order but retain a $40.00 graphic design fee for the proof layout. Once the proof for a custom printed wedding program has been approved, the order cannot be cancelled.
If I receive products that I have decided not to use, may I return them?Back to Top
Most blank stock products can be returned. If you would like to send back any items, please contact our customer service department to determine if the item is eligible for return and to obtain a required return merchandise authorization number.
We are not able to accept returns for custom printed orders, including all orders for our line of Quick Ship products. Proofs are provided with each printed order for review and final approval before printing. By approving your order, you are agreeing that the proof is ready to print.
Please be aware that some items are not eligible for exchange or return. This includes: All Sale Items, All Holiday Products, Specialty Wedding Programs and non-Quick Ship orders of a quantity of 100 or more.
Blank programs by Polka Dot Weddings can be returned for a refund of the merchandise cost minus a 25% re-stocking fee. Please contact our wedding department to obtain a Return Merchandise Authorization Number (RMA #) and return instructions.
We are not able to accept returns for custom printed wedding program orders. Proofs are provided with each printed order for review and final approval before printing. By approving your order, you are agreeing that the proof is ready to print.
How long will it take to receive a refund on returned products?Back to Top
Your return will be processed and the refund posted to your credit card within 10 business days of receiving your return. Please note that banks have different policies when it comes to releasing funds back to your account, so it could take a few extra business days for the credit to appear on your statement.
Can I request a catalog?Back to Top
Because of our extensive collection, and because we are always updating our site with the hottest new releases, we are not able to offer a print catalog. Instead, our website serves as our catalog. From each product page you have the option to buy a sample or print a sample. This makes it convenient for you to create your own catalog for the specific products that interest you. In addition, our customer service team is available at 877.816.0884 during business hours or by email, email@example.com, to answer any of your product questions.
Can I request a sample of a product I see online?Back to Top
For most items online we do offer samples. There is an "Order Sample Card" button that you can select to place an order for a sample. Samples are mailed through the United States Postal Service and should arrive to you in about a week. The sample you receive may be blank or may have sample wording, but it will not include your personalized text (when you place your custom order, an electronic proof will be provided with your text on the card background.) Please note that samples of specific designs in our exclusive digital collection are not available. There is an option to request a sample pack for our digitally-printed products. This sample pack will include cards in each size offered along with any coordinating items such as note cards, stickers and enclosure cards. Please review our digital sample information page for more information on digital sample packs.
Can Polka Dot Design assemble the embellishments for me (for example, tie bows, apply glitter, etc.)?Back to Top
If you are placing a custom printed order that includes extra pieces or embellishments, we are happy to assemble the product for you before we ship your order. There is an additional fee for this service, and you can select this assembly option on the custom order form when placing your order online. Please keep in mind, the assembly service will add a additional business days to your in-house processing time. Please call our customer service department should you have any questions about embellishments.
Can I order a different quantity than is stated online?Back to Top
We are only able to provide products in the quantities indicated on the website. Most items are available in increments of 10 or 8. Some products do have a minimum quantity for ordering.
Can I add a logo to my printed order?Back to Top
We are happy to print a logo for you. There is an additional fee of $15.00 for this service. The logo will be printed in black and white, and we require the original EPS file or a high resolution JPEG of at least 300 dpi. If your invitation stock is anything other than white, please make sure your image is clear of any white background. The image can be emailed to our art department, firstname.lastname@example.org. Once you have placed your order, please send the email with the attached image and reference your order number. If our art department has difficulty with the image, they will contact you. Otherwise, the logo will be available to view along with your text on the proof.
Can I request that envelopes be sent early?Back to Top
Unfortunately, we do not offer early envelopes at this time.
Can I order envelopes separately?Back to Top
We receive boxed products directly from the manufacturer. Products are usually packaged with an equal number of cards and envelopes in a box, and we do not carry bulk envelopes. For this reason, we cannot sell envelopes separately.
Do you ship outside the United States?Back to Top
We currently only ship within the United States; however, we hope to begin shipping internationally to Canada, Australia, New Zealand and the United Kingdom in the future, so please check back with us.
How do I place a reorder for the same item I've already received?Back to Top
We are happy to process a reorder for you. Please call our customer service department during business hours. Please supply your original order number along with your form of payment and we can place a reorder for you. We will print the exact proof that we printed on your original order, and you will not need to go back through the proofing process. Please note, due to the nature of a digital press, cards that are not printed on the same press run may differ slightly in color. We will do our best to print and ship your reorder as quickly as possible. The in-house processing time for a reorder is the standard 3-5 business days or 1-2 business days for our Quick Ship products, any changes to your order may require additional processing time.
What if my order has shipped, but there was an error in the text I approved or some of my event information has changed?Back to Top
If your order has already been printed and left our facility, but you need to make changes to your text, please call our customer service department during business hours and we will gladly process a reprint for you. Please reference your original order number, and we will take the changes to your text over the phone. You will receive a new order number, and we will go through the proofing process with you again to make any corrections to your wording. Because we know there are extenuating circumstances and changes may be needed even after an order has shipped, we are happy to offer up to a 40% discount on a reprint. We will do our best to print and ship your reprint as quickly as possible. The in-house processing time for a reprint is the standard 3-5 business days or 1-2 business days after proof approval for our Quick Ship products.
How do artists and manufacturers submit products for consideration on your website?Back to Top
Artists and manufacturers who would like to submit products that we might offer on our website can send catalogs, samples and pricing information by email to email@example.com or for delivery to Polka Dot Design, 218 W. Broadway Avenue, Fort Worth, Texas 76104.
How can I contact the manufacturer of a product on your website?Back to Top
Due to manufacturer restrictions, we are not able to provide their contact information.