MEMENTO FREQUENTLY ASKED QUESTIONS (FAQ’s)
Thank you taking the time to review Memento’s FAQ’s to see if your questions have been addressed. Finding the info here is typically faster, because of the large number of inquiries we receive each day. If you did not find the answer to your question, or, if you still have further questions please contact us via Memento’s “Contact Us” page. We will be happy to get back to you as soon as we can. The typical response time is less than 24 hours.
ORDER TIME FRAME & CUSTOMER SERVICE
1. How long does it take before I receive my item?
The delivery of your item is based on 2 factors – production time and shipping time. We try to make and ship all orders in an efficient and timely manner. Memento's current order processing is 7 to 10 business days.
Memento is not able to start setting up your lettering or embroider your order until we have all the details required for personalization of your order. If we receive an order with information missing Memento will send you an email or email requesting the missing info. Once we receive a response back your order will be added to the current orders to be processed.
Once the item is produced, Memento ships all orders (from Atlanta, GA) to US locations via USPS Priority Mail (2 – 3 Day shipping) and to Canadian or International locations via USPS Parcel Post (10 to 14 Days shipping).
If the order time frame is 7 business days your order will ship on or before the 7th business day and 2-3 days later you will receive your item if you are in the USA. This typically is about 10 days total from date of order until it arrives at your door.
2. I sent an email message / “Contact Us” message how long until I receive a response?
Memento strives to answer emails in a timely manner, in 2-4 business hours from receipt (EST). At peak or holiday times it may take 5-12 hours for a reply. On average Memento receives 12-15 emails per day and more during holidays. We have created this FAQ to try to answer most of the questions commonly asked. If you can find your answer here you will be able to place your order and we can start on making your item(s). We do set aside time twice per day to respond to my emails. If it is after 5 pm or on the weekends it may be the next business day before you receive a response.
3. How do you ship your items?
Orders to the USA are shipped US Priority Mail which is 2-3 business days. International orders are shipped regular mail (Parcel Post) and typically take 10-21 days. If you need your item sooner than either of these options, please select the “Rush Order” option and/or the “Expedited Shipping” option in the product options as you add the item to your shopping cart.
4. If I need the item quicker than the time frame listed can I request a rush order?
Memento offers a rush service for a rush fee of $10 per item. This will speed the production of your order to 3 days or less, prior to shipping. If you need to adjust the order for express shipping as well, which is next day, that is also an option available to you at an additional charge. If you need a rush order, please use the contact us option to submit the item(s) needed and date needed by. Memento's current order volume determines the number of rush orders that can be added each day. We will let you know as soon as possible if we can accommodate your timeline or if it is not possible.
5. Do you offer gift wrapping service?
Memento does offer gift wrapping. We have gift boxes that fit the 3 different sizes of items that are produced. Gift wrapping is $8. This includes the box, Birthday or Christmas wrapping paper, and a gift note. Each item has a selection box in the options to request gift wrap. In the special instructions, please let us know if it is Birthday or Christmas gift wrap that you would like your items wrapped with.
6. Can I have my item shipped directly to the gift recipient?
Yes, Memento can ship the item directly to the gift recipient. You can enter the ship to address as the recipients at the time of check out.
7. Do you include a receipt within the shipping box?
Memento does not include an invoice or receipt with my orders. We have a large number of orders that go directly to the gift recipient and therefore do not include an invoice or receipt.
1. Do you offer a discount for ordering more than 1 of an item?
Gift sets & apron sets already have a 5% discount added into the price.
Each item requires individual lettering to be set up prior to being personalized, which makes discounts for personalized items a little different than an order for 25 shirts with the same logo repeated. Memento does offer discounts for orders of 5 or more of the same items. The embroidery must be the same color and the font style must also be the same but they can all be 5 different monograms or 5 different names. If you would like to order 5 market totes, spa wraps, robes or aprons please you can select one of the Multi-product listing in the Catalog.
If you do not see the specific set you are looking for, please contact Memento via the “Contact Us” page with your requirements, and Memento will set up a customer listing for you. Once your custom order is set up please place your order within 24 hours to ensure that we can make and ship your order in the time frame we discussed for your custom order. If your purchase of the order is longer than 3 days after Memento sets up the custom listing, we cannot guarantee production or shipping times previously quoted and may not be able to make your delivery time frames without a rush fee or expedited shipping.
2. I have seen other shops online with similar items for a lower cost do you match the price?
Memento understands where customers are coming from on this question, and we like to be upfront and explain the nature of my pricing vs. others online. The main difference between Memento and other online retailers is that you can expect Memento to provide unique designs and custom fonts for your items, and a reasonable and predictable turn-around on your order (rarely in excess of 14 days – even in peak holiday or bridal seasons).
To accomplish this, we have invested in 3 commercial embroidery machines which allow us to have a larger capacity for quicker turnaround time. Memento typically keeps a $4,000 - $6,000 inventory of blank items which also us to make orders with products on hand and do not need to wait on supplier deliveries before we can start on your order. All of these things tie up cash flow, and, are a part of how we operate and manage our business. Memento uses top quality commercial embroidery software that allows for font and lettering styles that are different than others that are on monogramming gift websites or other shops. Like you, we have found ourselves disappointed in a purchases from other online retailers. Memento promised ourselves that we would never over commit and under deliver. Memento is sincerely committed to your satisfaction, and to serving your personalized gift purchasing experience.
With all of that said, Memento does not typically offer a discount for more than what is listed in “Question #1” under discounts (for 5 or more), and avoid price matching. At Memento, we choose to represent our brand with high quality, experience and customer satisfaction above all.
SPECIFIC PRODUCT QUESTIONS
1. What sizes are the aprons?
Solid Colored Apron with 3 pockets on the ladies adult apron, 2 pockets and longer length for the men's apron, and 2 pockets on the child size. A coordinating ribbon is sewn on the bottom above the pockets for the ladies & girls apron. Regular size aprons will fit up to a size XL for men’s and ladies. For sizes 2X and larger we suggest the larger plus size aprons.
High quality twill fabric 65 % Polyester 35% Cotton
Soil release finish & Wrinkle resistant finish
Aprons are 100% made in the USA
Ladies Apron Size: 24"L x 28"W
with Adjustable Neck
**Ladies Larger Size Apron Available: 27"L X 31"W** suggested for sizes 2X and larger
with Adjustable Neck
Men's Adult Apron Size: 34"L x 24"W
with Adjustable Neck
2 center pockets
**Men's Larger Size Apron Available: 36"L X 30"W** suggested for sizes 2X and larger
with Adjustable Neck and no pockets
Child Apron Size: Size: 20"L x 15"W
Child size can fit 2 - 6 year olds
**Child’s Larger Size Apron Available:
24"L x 16"W
For Children 7-12
Children over 12 we recommend the adult size
2. What colors do the aprons come in?
We carry aprons in black, brown, navy and pink.
3. What do you suggest for a family apron set with both male and female family members?
We have two designs that work well for matching family aprons. A chef hat design with Chef and their first name shown here:
The other design has a layered initial and name design with polka dots added to the female aprons shown here:
You can have the colors the same for everyone by choosing navy, brown or black aprons. Navy aprons look great with green or light blue embroidery. Brown aprons can have blue, green or orange embroidery. Black aprons can have red, orange, blue or green embroidery. Or you may choose pink aprons for the females and black or brown for the males.
VELOUR SPA WRAPS
1. What size is the velour spa wrap?
Ladies velour spa wraps have elastic and Velcro that allow for them to be fitted from a size XS to an XL. If you are ordering the spa wrap for someone who is over size 18 or 2X we would recommend the ladies plus size spa wrap. Memento carries both of these sizes in white. If you need the plus size please notify us before hand as the plus sizes we carry are in a more limited stock level.
2. What color do the ladies velour spa wraps come in?
Memento carries a large quantity of white velour terry bath wraps all year long. We can order the following colors: Light Pink, Navy, Black, Purple, Red, Hot Pink, Lime, Aqua (Turquoise), and Orange. For colors that need to be ordered please contact Memento to check on availability and time frame. Typically if our suppliers have stock they take a week to get to me before we can start on your order. We try to get these orders out still in a 10 day total time frame before shipping.
3. Do you offer a discount on the wraps for bridal parties?
Please see question #1 under discounts.
4. Do you have children’s velour spa wraps?
There are 2 children sizes of spa wraps. Size 4-7 and size 8-12. The child size has shoulder straps. They are available in white or hot pink. We usually have both colors in both sizes. At peak bridal season we may be low on a color or size so please “Contact Us” with the color and size you need. We would be happy to check or order more if needed.
5. Do you have a men’s velour towel wrap?
We do keep a limited amount of white men’s velour wraps in my inventory for Bride & Groom gifts and for groomsmen gifts. Please Contact Us with the number you need and the date required and ship to zip code and we can get back to you with more info.
WAFFLE WEAVE PRODUCTS – Robes, Wraps and Cosmetic Bags
Waffle Robe Product Info
The waffle robes are lightweight and we carry them in a spa kimono style that fits just above the knee at 36” length. We can order them in the calf or ankle length but do not keep these on hand all year. Please “Contact Us” if you need the longer length or a men’s robe. The waffle robes have become more popular this past year with Brides and certain colors sell out faster than others. We try to keep a good stock level and update my robe listings with the colors we are out of and when we expect to have more available. If you have any question on a color please “Contact Us” with the number you need and the date you need them by.
1. What size are the waffle spa robes?
Ladies 36” waffle robes fit from a size XS to an XL. If you are ordering the spa robe for someone who is over size 18 or 2X there is a white waffle robe that is plus size. However it is not the above knee length it is longer at 50”. The larger size is only available in white and would need to be ordered as we do not carry this size. If you need the plus size please “Contact Us” before ordering.
2. Do you offer a discount on the robes for bridal parties?
Please see question #1 under discounts.
3. What colors do the spa waffle robes come in?
Memento typically has light pink, hot pink, black and white. We can order lime, aqua (turquoise), and chocolate brown if our suppliers have those colors in stock. If you have any questions on a color please “Contact Us” with the number you need and the date you need them by.
Waffle Wrap Product Info
Memento carries the waffle weave spa wraps in black and white. Additional colors that we can order are: light pink, hot pink, lime, chocolate brown or aqua (turquoise) if our suppliers have those colors in stock. If you have any question on a color please “Contact Us” with the number you need and the date you need them by.
1. What size do the waffle wraps fit?
Ladies waffle spa wraps have elastic and Velcro that allow for them to be fitted from a size XS to an XL. The waffle wraps are currently not available in a larger plus size. If you are ordering the spa wrap for someone who is over size 18 or 2X we do have the white velour spa wraps in a plus size. If you need the larger size please “Contact Us” before hand as the plus sizes we have a more limited stock level.
Waffle Cosmetic Bags
1. Can I add waffle cosmetic bags to my robe order for my Bridesmaids?
Yes, Memento can order waffle cosmetic bags in any of the robe colors to match. We typically have them in stock but we do not always have the color or amount needed for large bridal party orders. Please “Contact Us” with color and number you need and the date you need them by and we can let you know the color options and time frame. Typically if our supplier is in stock they take a week to get to us before we can start on your order. We still try to get these orders out still in a 10 day total time frame before shipping.
1. I received my item and the personalization is incorrect what can be done?
If it is a personalization error, spelling mistake or color mistake on Memento’s part, we will gladly produce a new item and ship it to you at my cost. There is no question in this case, and we will make things right.
We strive to catch errors in the order process. Once you order, Memento sends a personal email with the details of your order for you to review prior to starting your order. We rely on the personalization included in your order as the correct spelling, monogram format, grammar, color and font that you wish to have placed on the item. Due to the personalization of these items, sales are final and Memento does not accept returns.
If the mistake was an error on the customer’s part, please “Contact Us” and we will do my best to try to help you as best we can. If we can sell that name again we may not charge for a second item to be embroidered and you would just pay the shipping for it to be sent back and the new item to be shipped to you. If it is a unique design, a 3 letter monogram or a name that is not common then you will need to order a second item.
Memento’s business and our customer’s complete happiness with Memento’s creations are very important to us and we take this very seriously. If there is anything you are unhappy with, please “Contact Us” and we would be happy to work with you to resolve the issue as best we can.
2. I do not quite see an Apron Set or Gift set like the one I am looking for? IE. Apron set with 3 aprons but I need 4 or 5? How can I get a set that better suits my needs?
Memento custom makes and personalizes all of the items listed. 95% of my items are not ready to ship and we make them once they are ordered. Memento can produce any amount for the items that are listed in the store.
If you need 2 or 3 ladies apron you can add 3 single aprons into your shopping cart or you can send a request for a customer order with apron design and number you need and your zip code and we would be happy to set up a custom listing and email you with a link for your specific order.
3. What is the correct format for a Monogram?
The traditional Monogram Initial order is as follows: First, Last, Middle. Example: Terri Dawn Johnson is TJD.
4. Can I choose a different Font or Font Color then what you offer in a listing?
You are welcome to chose colors or fonts offered by Memento, which are shown on the Memento font display. If the product listing does not show a photo of the font examples, that product will be made with the font that is shown in the product photo. You can request a different font but for certain designs, styles or multiple lines of text, not all fonts are well suited. However, Memento cannot guarantee how well the design will turn out. We have developed and tested our designs with fonts and colors that best complement one another.
5. Will you put personalization on items I purchased somewhere else?
Memento does not accept orders for personalization for items that are not purchased from our collection. Memento is not able to accept the liability of damage or loss of your personal item. Additionally, not all store bought personal items are designed for embroidery, and commonly require a great deal of additional preparation and set up.
6. Do you do blog reviews or giveaways?
Memento appreciates the interest and compliment to our creations. However, we do receive a large number of requests each week. If you would like to promote one of our items on your blog you are welcome to “Contact Us” with your blog link and please include the number of giveaways you have done and the average number of entries you receive on your giveaways. We do agree to some of them if we feel your audience would be a good match. Typically, we only provide an item that is a sample item monogrammed with Mommy or with Grandma or a generic item. Memento does not do giveaway and review items personalized with your children and families names. If you are interested in aprons personalized for your family and you would like to review my items you are welcome to “Contact Us” and we can discuss offering an apron set at a discount in exchange for a blog write up.
7. Could you please tell me where you purchase your products or embroidery designs?
Memento does receive these questions and politely reply that we have taken the time to source our products; and we do not disclose where or how we purchase our products. Most of the designs have been created as originals for Memento (like the cupcake design) and have been drawn and digitized by an artist and is owned by Memento. It is not for sale on other embroidery design sites. We do not disclose where we find my designs or what embroidery or lettering programs used for our creations. We appreciate the compliment but these are trade secrets.