Frequently Asked Questions

How is my personalization going to appear?

We recommend that you look at the product photo to understand the personalization style. If you have additional questions or concerns, please contact us toll free at 1-888-741-0478 and any representative will be happy to assist you.

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Where can I find Image Requirements for Photo Upload Products?

Please review our Image Requirements Page.

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What is the earliest arrival date for your products?

We make every attempt to deliver your products to you as quickly as possible. Factors including your product and its personalization type will influence your delivery date. You will be able to review an estimated delivery date during our Checkout Process.

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Why does my order tracking show the Post Office, Smart Post or Lemont?

In attempts to lower transportation costs for our customers, FedEx takes care of the major delivery for your order then works with the Post Office through Smart Post to deliver your package. You do not need to pick up your items at the post office. Please note that items from Lemont are also on their way to you.

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The address I typed is correct, but the website is not accepting it. (Checkout > Billing & Shipping page or Catalog Request page)

In an effort to ensure that your gift(s) are delivered in a timely manner and to an accurate shipping address, PersonalCreations verifies both billing and shipping addresses via the US Postal Service address database. Our website is designed to provide you with a corrected address when necessary (for example it will change Avenue to AVE to match the database entry). To complete the checkout process, accept the suggested address - or if you have concerns in doing so, please contact us toll free at 1-888-741-0478 and a representative will be happy to assist you.

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Can I ship to Canada/International/APO/FPO addresses? Do you accept foreign credit cards?

At this time, we are unable to ship to international shipping addresses, APO & FPO addresses, US Territory addresses and PO Boxes. The package may only be shipped to a non-PO Box United States shipping address. We accept all major credit cards and methods of payment; however authorization is based upon the individual financial institution. Our billing information page is setup to reflect address formats within the United States. PO Boxes are accepted for billing purposes.

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My promotion code/gift certificate doesn’t work/I’m not getting my discount.

Only one promotion code can be used per order. To redeem a promotion code, please enter it in the 'Promotion or Source Code' field found on your Shopping Cart page or in the 'Promotion Code' field found on the Billing page of checkout. To redeem a Personal Creations gift code on an order, please enter the gift code number on the Billing page of the checkout process. Personal Creations gift codes do not expire and only one certificate may be used at a time. If you need further assistance, please contact our customer service department at 1-888-741-0478.

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Can I use a debit card?

Yes, we accept debit cards as form of payment. However, please note that we authorize credit cards and debit cards at point of sale but we do not charge your card for an order until the order has shipped. This can be mistaken for a double billing. Each financial institution is different; therefore please refer to the issuing bank of your debit card for their specific authorization processes.

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Can I have more than one gift message sent per address?

Unfortunately, at this time, we are not able to send multiple gift messages to one shipping address.

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Can I put multiple items into one gift box?

Due to the uniqueness of our presentation and the precise measurements of our gift boxes in relation to our merchandise, we only offer one gift box per item at this time.

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My password doesn't work.

If you are not able to log into your Personal Creations account, please check the following: 1. Ensure you are entering your email address and password under the 'Returning Customer' section of the log in screen. 2. The password field is case sensitive, so please check that your Caps Lock key is off. 3. To ensure you have the right password, enter your email address, click on the 'Forgot Password' link and your password will be sent to you. If you are unable to log in after trying the above steps, please contact us toll free at 1-888-741-0478 and any representative will be happy to assist you.

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Can I backorder items that are not available at this time?

At this time, we are unable to accept orders for items that are unavailable. If the item comes back in stock, it will be put back on the site.

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Does the packing slip include pricing information?

We do not include pricing information on our packing slip.

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Why am I being charged a care and handling fee?

Due to the nature of our personalized assortment, every order is subject to individual care and handling, checked for accuracy and quality, and packaged to ensure the products are protected and presentable upon arrival. We charge a nominal care and handling fee for the service.

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