FAQ

Frequently Asked Questions

How do I contact you?

You can email us at contact@ngocreations.com. Please allow 72 hours for a response.

What do I do if I receive my order and it is wrong?

Please email us a photo of the item you received and include your order # to contact@ngocreations.com.

The item I received is smaller than I expected, can I return it?

No unfortunately we do not accept any returns or refunds. Please read the item description before placing an order.

I ordered the wrong color can I exchange it?

Unfortunately we do not exchange or accept returns since every item is made to order.

Where do you produce your products?

All of our products are designed and made by us in Alhambra, CA.

What is your return policy?

All sales are final. But if you experience an issue, please email us atcontact@ngocreations.com explaining the issue with photos (if applicable)

My tracking shows "delivered", but I didn't receive the item. What should I do?

Please get in contact with your postal carrier to see where they left it. They may have left it with a neighbor or accidentally delivered it to a different address. Communicating with your postal carrier to resolve this matter is key. There are times the item does show up days later as they may have scanned it prematurely. Please contact us so we can see what we can do regarding this.

Is your cake toppers food safe?

Our cake toppers are for decorative purposes only. It is not edible. We use non-toxic paint, but for food safety we recommend covering the sticks with a straw, fondant, plastic wrap, or foil before inserting it into the cake. You can also cut around the part the cake topper touches.

After I removed my cake topper from the cake I noticed some paint was gone. Is this normal?

Yes this is normal. Since most cakes use oil or similar ingredients, it could make certain paint fade. Therefore we recommend covering the sticks if you want to use it again in the future.

Will I receive a digital preview for my order?

It depends! Almost all personalized orders will receive a digital preview unless there is a font sample in the listing. If there is a font sample, we do not send a proof. We also do not send proofs for non-personalized items such as statement, wedding, and birthday cake toppers.

When will my item ship?

Since all of our products are made to order, we need some time to make the order. Our current processing time is 3-6 business days + 3-5 business days for delivery. We recommend upgrading shipping to Priority for an extra +$8 if you want faster shipping.

Can I cancel my order?

Most orders can be cancelled within 1 hour of placing it. Please contact us immediately. We may decline the cancellation if we already started making the order, shipped it, or provided a digital preview.

Do you accept custom orders?

Yes we do accept custom orders for custom phrases or signs. Please email us with the details of the project and we'll let you know if it's something we can accommodate.

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If you have any further questions or concerns not addressed here, please feel free to contact us at contact@ngocreations.com. We will respond within 72 hours of receiving the message.