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Customer Service

Our close attention to detail helps us create for our clients what they've only imagined. We're constantly attempting to think outside of the box when creating new designs. If there is a way that we can better serve you, please write to us at info@HanaHouProductions.com, or call us at 630.978.1490.

The majority of the invitation orders received by Hana Hou Productions are via this website, and thus we have extensive experience working with individuals via eMail. We care about our clients and meeting their needs, and we work one on one to ensure those needs are met.

Melissa & Brendan
Photo compliments of
Eugene Kam Photography

  
PROOFS

Within 24 hours of placing and paying for your order, you will receive a personal eMail from Melissa Casey containing your proofs as either a PDF file or as JPG images. Alternatively, should you not be able to view or receive images through your eMail, you will be provided with a URL at which to view your proofs.

When it comes to your invitation proofs there are no limits. We strive to please every bride and in doing so we work with you until any given proof looks just right in your eyes. With us, you have control over your invitations, down to the dotting of the "i's" and the crossing of the "t's". We strive to provide exceptional personalized service and invitations of the highest standard and quality for your money. Please note that once your order is submitted to the printer, changes to your proofs will incur an extra fee. Should you request any changes after the first proofs are sent, we will then work on your new proofs and send them to you for approval. We will continue to work with you until the proofs are to your satisfaction.

Please be advised that responsibility lies with you, as the client, for correct spelling and proper grammar. Please carefully review all of your proofs, even for commas and periods. If needed or requested we will provide suggested changes in order to have a more appealing flow of words. As with Hawaiian names, they can be long and have multiple okinos, so please check with your ceremony and reception contacts or information pamphlets to ensure your spellings are correct.

Once a client has approved his/her proofs, your order is considered to be in production. Any changes that need to be made will result in an additional fee. What that fee is will depend upon how far along in the printing process your order is and the amount and type of changed requested. You will need to pay this fee in full prior to having your order shipped to you!!

  
PRINTING & RUSH ORDERS
Production and printing typically takes, but is not limited to, 10-15 business days. For RUSH orders, those which require being processed in 7 business days, are subject to a rush fee of $100. Press schedules do vary by the day, so the completion date is an estimate and may change. Unfortunately, we cannot guarantee a rush order delivery date. No returns are accepted for rush orders, nor will any "credit" be provided.
  
PAYMENT
Payment for your order is due in full prior to begining work on your proofs. If you choose to have a custom invitation design created for you, there will be a custom design fee in addition to the cost for your actual invitations and component pieces. A $55 down payment is required in order to begin work on your custom design.
  
SHIPPING
The client is responsible for the full actual shipping cost plus a $10 handling (packaging) fee. Orders are shipped via USPS Priority or Express Mail, depending upon how much and how soon the client wants their order. The client specifies their preference. USPS Express Mail from Hawaii takes 2 days to reach the mainland, Priority, up to 7 days. If you'd prefer 2 Day Fed Ex, or have a Fed Ex or UPS account you'd like to use, please let us know.
  
RETURNS and REFUNDS

Returns and refunds are determined on a case by case basis. To date we have not had any returns or requests for refunds and hope to continue on this path. Please be aware that returns are not accepted on Clearance or Sale items.

  
CANCELLATION
If a situation arises in which you need to cancel your order please contact Hana Hou Productions as soon as possible by either eMail or telephone and we will help you with the cancellation process. If your proofs have already been approved and your order sent to press, it is not guaranteed that your order can be cancelled.
  

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