Customer Service

What are my payment options?
ImageBridal.com accepts Visa, MasterCard, American Express and Discover credit card payments. We also accept PayPal and payments made through Google checkout. If you prefer, you can mail payment using cashiers checks, money orders and personal checks. All orders paid for by personal checks will ship after payment has been received and the check cleared.

What is the currency for all prices?
All prices listed on ImageBridal.com are quoted in US Dollars.

Will I be charged sales tax?
All orders shipped to destinations within the state of Florida are charged 7% sales tax. Orders shipped to destinations outside the state of Florida will not be charged sales tax.

Are online transactions secure?
All transactions conducted on ImageBridal.com are completely secure. Our website uses secure socket layer (SSL) certified by Go Daddy to encrypt all of your personal information. Furthermore, we've established security measures to prevent the loss, misuse and alteration of your information once it is in our records. For more information, please read our security and privacy policy.

Can I order by phone?
Orders can be placed over the phone by calling our toll free number 877-341-1797. Our friendly and knowledgeable customer service representatives are available to help you with your order. Customers located outside the United States can contact us via our online form. Our customer service representatives are available to assist you Monday - Friday (10:00 am - 7:00 pm EST).

Do you offer samples?
Yes we do! Products which are available for purchase as a sample have a sample purchase button on the product page. Please call us at 877-341-1797 for help with specific products.

Do products come assembled?
Many of our products come with packaging options included. However, unless specified, products do not come pre-assembled. Please read the product description provided on the product page for details.

Will I receive an email confirmation for my order?
Yes! You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact our customer service department right away if you wish to make any changes. Once your order has been processed and is ready to be shipped from our warehouse, you will receive a second email containing delivery and tracking information. Order and shipping confirmation emails are sent to the shipping email address provided when the order was placed.

Do you ship internationally?
Absolutely! We ship everywhere Fedex and USPS deliver including military APO/FPO/DPO addresses. International customers who wish to contact our customer service department should contact us via our online form. Our customer care representatives are available to assist you Monday - Friday (10:00 am - 7:00 pm EST).

What is your policy regarding duties, taxes and brokerage fees?
For orders shipped to destinations outside of the United States, ImageBridal.com is not responsible for any duties, taxes and brokerage fees associated with the shipment; these costs are solely the responsibility of the customer. Furthermore, ImageBridal.com is not knowledgeable about country-specific import regulations and will not be responsible for fees/damages associated with noncompliance. We strongly encourage you to research all country-specific facts, information and regulations prior to placing an order.

What is the processing time for an international order?
Processing times vary by product. International shipments may require up to 3 additional business days in addition to the processing times listed for the product on the website. Processing time does not include shipping transit time.

What will it cost to ship an international order?
We offer some of the lowest international shipping rates online. Your cost depends on the size and weight of your package and its destination.  Final fees for international shipments may not be reflected in the checkout screen.

How can I find out what import regulations may affect my package?
International shipments/purchases may be restricted by country-specific regulations. Please reference Fedex's and USPS's Country Regulations prior to placing your order.

How do I check on the status of my order?
To check on the status on your order, please visit the order status page. You will be asked to enter the order number and billing email address to retrieve the status of your order. You may also call us at 877-341-1797 or email us at orders [at] imagebridal [dot] com. Please include your name and order number in the email. We will respond to email inquiries within 1 business day.

What are my shipping options?
You may choose any shipping service offered by Fedex or USPS to your destination. To most locations within the 48 contiguous states, Fedex offers Ground, 2nd Day Air and Next Day Air service.

As part of a special promotion, we are currently offering $2.99 ground shipping on all orders that are shipped to a location within the 48 contiguous US states. This offer is only valid at the time of purchase and cannot be applied once the order has been placed. International orders do not qualify for $2.99 shipping.  Orders shipping to APO, FPO, DPO, Hawaii, Alaska and other US territories outside the contiguous 48 states do not qualify for $2.99 shipping.

Will I receive a shipment confirmation?
Once your order has been processed and is ready to ship, you will receive an email containing tracking number(s) which will allow you to track your order on the shipper's website (www.fedex.com and/or www.usps.com). Some items ship separately and you may receive multiple emails with more than one tracking number. You may also check the status of your order on our order status page. You will need your order number and billing email address ready.

How long does it take to receive my order?
Each product on our website has a specific processing time. Processing times do not include shipping transit time. Please note that weekends and holidays do not count as business days.

Can I rush my order?
Rush service for some personalized items is offered at a nominal fee. We also offer Fedex expedited shipping services. Please call customer service at 877-341-1797 or email customerservice [at] imagebridal [dot] com for specific inquiries.

What is your refund and exchange policy?
If you are not completely satisfied with your purchase, you can return the products to us at no cost to you! Simply contact us at customerservice [at] imagebridal [dot] com within 60 days of receiving your order to start processing your return/exchange.  We will reply to your email with an electronically generated pre-paid domestic shipping label for you to use.  Simply print out the shipping label, attach it to your shipping box and send it back via the corresponding courier service (FedEx or USPS).

For returns, once your items are received and inspected by our customer service associates (usually within 72 hours), we will credit your full purchase price for each item in the returned shipment to the credit card used to make your purchase.  Items must be in the condition you received them and in the original box and/or packaging.  We reserve the right to reject any returns and exchanges that do not meet these conditions.

Please note that some products are not eligible for return. These include: personalized, edible, perishable, sample, clearance and special order items. Items that are custom-made to order are considered special order items and cannot be returned.

What do I do with damaged, defective or missing products?
All claims for damaged, defective or missing product(s) must be filed with ImageBridal within 3 business days of receiving your order. Please call our customer service department at 877-341-1797 or contact us via our online form (International customers) to initiate your claim.

ImageBridal is not responsible for missing packages and damaged products resulting from errors made by the shipping carrier. However we will be happy to assist you in filing a claim with the appropriate party. Please keep all products in their original packaging until the claim is settled.

How do I change or cancel my order?
If you would like to change or cancel an order, please call ImageBridal.com Customer Service toll-free at 1-877-341-1797 as soon as possible after placing your order. Outside of the United States, please contact us via our online form.

What is ImageBridal.com's privacy policy?
Please be assured that ImageBridal respects your privacy and we are committed to protecting it. Any personally identifiable information we collect from you is only used to help us communicate with you and is never disclosed to third parties.

By using our web site or purchasing a product from us, you agree to the collection and use of information as set forth in our privacy policy. We may from time to time update this policy. We will post any changes to our policy on our security and privacy policy page so that you are always aware of what information we collect and how we use that information.

How does ImageBridal.com safeguard my information?
ImageBridal.com uses secure socket layer (SSL) encryption by Go Daddy. Strong security measures are in place to prevent the loss, misuse and alteration of your information once it is in our records.

How does ImageBridal.com use my personal information?
All the information we collect through our website is used solely to process commercial transactions. Contact information (email address, telephone number, address, etc.) provided in the order form is used to send your orders and information about our company to you. Your contact information is also used to get in touch with you, when necessary, regarding your order. Financial information (credit card numbers, credit card expiration dates, billing address, etc.) will be used only for billing purposes and are never stored.

What are ImageBridal.com's hours of operation?
ImageBridal.com customer service representatives are available to assist you Monday - Saturday (10:00 am - 7:00 pm EST). Please call our toll free number at 877-341-1797 to speak to one of our helpful customer service representatives. Customers outside the United States may email us at customerservice [at] imagebridal [dot] com. We will respond to all email inquiries within 1 business day.

Where is ImageBridal located?
ImageBridal.com offices are located in Miami Florida.  We do not have a retail storefront and cannot make sales in person. Orders can only be taken online and shipped from our warehouses.

How do I provide general feedback?
We would love to hear from you! We are constantly trying to improve our customers' experiences and would greatly appreciate any feedback you can provide, both good and bad. Please email feedback [at] imagebridal [dot] com.

I am a vendor, how do I submit a product for review?
We are constantly looking for unique products to add to our selection. Vendors who are interested in submitting product samples to ImageBridal.com for consideration are encouraged to email product images and pricing information to merchandising [at] imagebridal [dot] com.

Who do I contact about partnership opportunities?
For partnership opportunities with ImageBridal, please email partners [at] imagebridal [dot] com

I have a general question. Who do I contact?
For general inquiries, please email customerservice [at] imagebridal [dot] com or call 1-877-341-1797.