Am I required to create an account before making a purchase?
No, you do not have to make an account with Top Memorial to place an order. It is completely optional. If you decide to create one, having an account lets you keep track of your orders’ status.
What size are the memorial cards?
All of our memorial cards come in the standard size of 2.5″ x 4.25″ plus an additional 1/8″ border of gloss laminate around the sides of the cards. The cards are double-sided – in the front, a photograph (optional) plus text and in the back, an image from our gallery or text. Add your own words or choose from our selection of texts including popular poems, verses, and prayers.
Is there a setup fee?
No, we do not charge set up fees. Also, we look over your image and make complimentary improvements to color and brightness so your image will look its very best. We do not charge extra to scan your photograph, to lightly retouch your photograph, layout customizations or to send proofs. We also archive your order at no extra cost in case you need additional cards reprinted in the future. You will be charged only on the quantity of cards you need and the shipping cost.
Do you have a question not answered by this FAQ?
E-mail: The best way to reach us is by e-mailing us directly at email@example.com or you can go to the contact page and submit the form. E-mails are answered Monday through Friday from 9:00 AM to 10:00 PM EST, usually right away but definitely within a few hours.
Phone: You can also reach us at (704) 448-3704 Monday through Friday from 10:00 AM to 3:00 PM EST.
What is a proof? What is the proofing process?
A proof is a digital version of your card provided to you for proofreading and checking over any layout details. It’s your opportunity to make changes or catch any errors on your cards before the production process begins. After your order form has been received, you will be sent a proof to the e-mail address you provided within 24 hours (usually in just a few hours). E-mail proofs are sent as a PDF attachment for easy viewing. If you don’t have Adobe Acrobat Reader to see your PDF file, you can download it here for free. Your low resolution proof should only be used for the confirmation of content and layout, not for color or quality accuracy. Due to variations in monitors we can neither control not guarantee the color accuracy of the proofs we send. All monitors use different color profiles in addition to the various brightness/contrast settings that are possible. If you decide to make changes, we will e-mail you another proof for your approval.
Once you approve your proof, please e-mail us back as soon as possible and let us know it is okay to proceed with printing. Production begins only after we have received your final approval and full payment. Once in the printing process there cannot be any changes made so please be sure to approve your proof only after all changes you want have been made and the revised proof has been e-mailed to you.
How can I submit a photograph?
There are many ways to submit a photograph. You can send us an original photo from your digital camera. We accept pictures in jpg, gif, png and tif formats. If for some reason you are unable to upload the photo, you can e-mail to firstname.lastname@example.org and reference the name on the memorial card. You can also mail us a photograph and we will be happy to scan it for you at no extra charge. The clearer the photo, the better the image we can reproduce. Please do not send negatives and do not cut the photograph. Your photograph will be returned to you with your order.
What if there are multiple people in the photograph or the photograph is not of good quality?
We can crop the image to your liking. We can also perform complimentary touch-ups, including brightening and sharpening photo images and removing red eye. Also, color pictures can be converted to black and white or sepia tone for no additional charge. Unfortunately, we are unable to enhance images that are provided to us at low resolution, pixelated, or in overall poor quality (blurry, out of focus, flash problems, etc.).
How do I see my proof?
We will send you a proof the same day we receive your order form. If we see you need your cards for next day delivery, we will put a rush on your layout and e-mail it as soon as possible. Once you receive your e-mail from Top Memorial, simply click on the attachment and a low-resolution PDF will open up for you to view. You can also save this PDF to your computer for later viewing or low-resolution printing by right-clicking on the link (control-clicking on a Mac) and choosing ‘save to disk’.
Once I see the proof, what if I don't like it? Can I make changes or cancel my order?
We’re happy to make changes and will e-mail a new proof to you. Changes are easily made by sending us an e-mail. Simply reply to the same e-mail address that sent you the proof. You won’t be able to make changes on the actual e-mailed proof, as it is a PDF file. We will make your requested changes and send you the revised proof. We are not satisfied until you are happy with your card. Please note that changes or cancellations to your job after you e-mail us back your approval are not possible. We start the printing process immediately after a proof is approved and paid in an effort to keep turnaround times low. If you ultimately don’t like any of the complimentary proofs, you can always cancel your order without penalty (as long as the proof hadn’t been approved for printing). If you had paid but opted to cancel your order and had not yet approved the proof, we will process your refund immediately.
What forms of payment does Top Memorial accept?
You have the option to pay with a credit card, bank account, or Paypal balance (if you have an account with them). Visa, MasterCard, American Express and Discover credit cards are accepted. All credit cards used for payment must have a valid billing address. If you are paying through PayPal you do not need a Paypal account to make a payment.
To guarantee the highest security of your transaction, we process all payments through Simplify or PayPal Pro. You can pay once you submit your order form or an invoice will be e-mailed to you and from there you will be able to click on a payment button.
Sales Tax: We collect sales tax on all orders shipped within the State of North Carolina. There is no sales tax on orders shipped outside of North Carolina.
Are my payments secure?
All orders are encrypted with Secure Sockets Layer (SSL) technology on both your end and ours. SSL encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. In order for SSL to work, you must use an SSL-enabled browser.
For your own safety we do not save any payment information. Payments are made directly through Simplify or PayPal—certified to PCI Service Provider Level 1, the most stringent level of certification, so we can guarantee that important information stays confidential and private.
When I created my card I double checked my text and knew it was perfect, but what I received is incorrect. What are my options?
If an error was made on our part, please accept our apology. We will immediately reproduce and ship your order at no cost to you. Contact us immediately so we can modify your order.
What if I need more cards than I originally purchased?
We archive all of our orders in case you need additional cards reprinted. We only charge for the quantity of cards, plus the shipping. E-mail us at email@example.com and let us know the name on the memorial card and how many more cards you would like and we will e-mail you the invoice. We know it is hard to anticipate how many cards you will need so we always recommend ordering a little more than you think you may need.
Can I do a memorial card for my pet?
Yes, we will be happy to help you create a card in memory of your pet.
What is the minimum number of cards I can purchase?
The minimum order is 15 cards. We cater to all orders, large and small.
How do I check the status of an order?
You will receive a shipping confirmation e-mail when the tracking number has been put into the system and your order receipt will provide the info for you to track the shipment.
Most orders ship within 1-2 days after approving your proof.
On rush orders, we can ship that same day if time permitted.
What is your return policy?
Because our products are of a personalized nature and have been designed specifically for you, we are unable to accept returns. All sales are final. It is important that you look through your proof and make sure that there are no corrections needed before giving your final approval. Quality control is our number one priority and every order is scrutinized for accuracy before it is shipped. Your products are thoroughly examined and then packaged professionally for safe shipping.
Which countries do we ship to?
We currently ship to all locations in North America, South America, New Zealand and Australia, along with most locations in Europe.
We also ship to APO/FPO locations.
To receive available shipping methods, costs and estimated delivery times, send us an e-mail at firstname.lastname@example.org
What are your shipping costs?
We ship the majority of our items via USPS Priority Mail. We offer a flat rate shipping of $6.99 on all orders. Orders placed with USPS Priority Mail shipping are not guaranteed to be delivered within a certain time frame.
Expedited shipping is subjective depending on the destination, weight and delivery type (1-Day, 2-Day or 3-Day shipping).
Delivery costs are clearly stated on the checkout page while buying.
*Some countries may charge customs and duties for your parcel. You are responsible for these customs and duties charges.
How long does it take normally for an order to arrive?
With USPS Priority Mail, estimated delivery time is 3-5 days depending on where you live. We ship out of Charlotte, NC. You can view the USPS Priority Mail map on the USPS website and enter 28226 for the zip code to receive an estimated delivery time. USPS Priority Mail does not guarantee an exact delivery time, they provide estimates only. Once your package has shipped, a tracking number will be e-mailed to you.
2nd Day Shipping: Items upgraded to 2nd Day Shipping will ship via FedEx 2 Day. Items will arrive within 2 business days from shipping. For example, if your order ships on a Friday, you will receive it the following Tuesday because weekends and holidays are not included.
Next Day Air Standard: Items upgraded to overnight shipping will ship via FedEx Next Day Air Standard. Items will arrive within 1 business day from shipping. For example if your order ships on a Friday, you will receive it on the following Monday because weekends and holidays are not included.
Next Day Air Priority: Items upgraded to priority overnight shipping will ship via FedEx Next Day Air Priority and arrive the next day (not including weekends and holidays) before 10:30 AM.
Saturday delivery may be available in some circumstances. Please e-mail email@example.com if you need Saturday delivery.
NOTE: Overnight Shipping is not available for Alaska & Hawaii & APO/FPO addresses.
Additional Shipping Information: Our standard delivery carriers are USPS Priority Mail and FedEx, however we may occasionally substitute another shipping carrier at our discretion.
We guarantee packages are delivered to the shipping carrier. After that point, we are not able to take responsibility for the delivery of the shipment to you. In cases of errors or delays caused by the shipping carrier, we will help resolve the dispute to the best of our ability, however we will not be held responsible or liable.
Standard Shipping Problems (USPS Priority Mail) – While shipping time is estimated as 2-4 days, delivery delays may occur due to a variety of reasons.
Overnight Shipping Problems (FedEx) – Contact the shipping carrier directly to report any problems (www.fedex.com or 1-800-463-3339). If you need further assistance, please contact us at firstname.lastname@example.org
Priority Mail International typically delivers in 6-10 business days.
Can I pick up my order in person?
We’re sorry but we don’t have an option for our customers to collect their orders at our facility. All orders are shipped directly to you.
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