FREQUENTLY ASKED QUESTIONS

We know that it is important that you get your Sorority Shirt and Greek Lettered Apparel in time for your next event or just so that you can show off your beautiful letters around campus.

Since all of our products are made to order (except for our quick ship items located in our Etsy Store) we do need time for production. Once you place your order, our designers go to work pulling your product and your top and bottom fabrics from our inventory. In some instances, your products will need to be ordered from the manufacturer which can take some extra days.

Then, your specific fabrics are sent to our next department where they are prepped for the production process and move to our letter cutting department. Here, your top and bottom fabrics are individually cut by our skilled craftsman and then sent to the sewing department.

When in sewing, our designers match thread with your fabrics and put your Sorority Shirts or Sorority Gifts on one of our many commercial digital embroidery machines and go to work. Each product is hand sewn right at JennaBenna so that we can ensure your product meets the strict standards of JennaBenna quality.

When your items are complete, they are then taken to our quality control department where they are inspected and the prepared for shipping. They are lovingly tagged and folded and Greek Licensing stickers are proudly placed on your new goodies!

This process can take anywhere from 10-15 BUSINESS days but, most likely we get your order out much quicker. We just like to let you know the steps involved so that you understand why we don't just pull things off a shelf and package them. Many companies send of all the pieces of your order to outside people who sew in their homes for extra money. We don't do this as we cannot control the quality and beauty of our products so, we do all the work right here at the JennaBenna headquarters in sunny Orlando, Florida!

Once your order is ready to ship, you will receive a tracking number so that you can follow its arrival to your door! We ship large quantities on a daily basis and when we have rush orders we have been known to hand deliver them to the post office after hours!

US Shipping rates at JennaBenna are as follows:

Because we know you want your stuff QUICK, we ship all of our products out via USPS Priority Mail. Here is the breakdown of our shipping costs

ORDER TOTAL                       SHIPPING COST

$0.00 - $14.99                         $2.50

$15.00 - $44.99                       $6.50

$45.00 - $99.99                       $8.50

$100.00 and over                     FREE!!!!!

 

LOST/DAMAGED BY POSTAL SERVICE

We are not responsible for any errors made by the postal service. However, if your package has not been received within 3 weeks of receiving your shipping notification email (6 weeks for international), please contact us via our contact page and we will direct you as to how to file a claim with the postal service. Thank you for your understanding with this.

RETURNED MAIL

If a package is returned because the address provided to us was incorrect, or insufficient for post office delivery, we are not responsible for the cost of re-shipping. We will contact the buyer for the correct address, and buyer will need to re-pay shipping and handling costs before we will send the package again.

REFUSED/UNCLAIMED MAIL

If delivery is refused by recipient or package is unclaimed for any reason, the order will not be refunded unless the package returns to JennaBenna & Co. If the package does return, a refund will be applied for the cost of the items only.

CAN I CANGE SOMETHING ON MY ORDER?

If you contact us WITHIN 24 HOURS of placing your REGULAR order, we can usually make changes. However, if you contact us after that period of time, we cannot make changes and your order will have to proceed as placed. We begin filling our RUSH orders immediately so if you require changes to these, they MUST be made within 6 hours or we regret that we will not be able to change.

CAN I CANCEL MY ORDER?

If you contact us WITHIN 24 HOURS, we can usually cancel but, after that period of time, products are NON REFUNDABLE and cannot be cancelled. PLEASE NOTE - 24 HOUR CANCELLATION WINDOW DOES NOT APPLY TO RUSH ORDERS...WE BEGIN PROCESSING THESE ORDERS IMMEDIATELY AND YOU MUST CONTACT US WITHING 6 HOURS OF PLACING THE ORDER OR WE WILL NOT BE ABLE TO CANCEL IT. THERE IS NO EXCEPTIONS TO THIS. Due to the custom nature of our products, once they have been started, we cannot make changes or refund your purchase. ALL of our products are custom made to order and we do not keep any kind of inventory.

WHEN WILL I GET MY ORDER?

Since your product is custom made to order, we require 10-15 days for production. Once your product(s) is complete, we quickly package it and send it to you via USPS priority mail. At this time, we do not offer any other methods of shipping as we have found this to be the quickest and most economical form of shipping for our customers. Once it has shipped you will receive a tracking number via email. If you do not receive the tracking number, feel free to contact us and we will send it to you immediately.

CAN YOU OVERNIGHT MY ORDER ONCE ITS DONE?

We do offer overnight and expedited shipping. Please contact us for further information.

DO YOU OFFER RUSH PRODUCTION?

Yes, we do for a charge that is PER ITEM in your cart. This feature puts your order at the front of the line in terms of going into production and is ready to ship within 3-5 business days after placing the order.

DO YOU SHIP TO CANADA?

WE SHIP TO CANADA...but, yes, it is expensive! There is a lot that goes into shipping to Canada from the US and most companies don't want to bother with it but, JennaBenna loves our Canada chapters and want you to enjoy our beautiful products too!! We use the regular rates for international shipping that can be found below.

Canada shipping rates include initial duty and brokerage. Please note that lately, we are seeing Canada impose "random duty" on a package and do not cover the subsequent random duty fees. We have no control over Canadian Post and their imposition of this fee on random packages and on our end, don't even know that they have done it. It is your responsibility to cover this extra duty IF it is randomly placed on your package. Free shipping discounts and offers listed on our website or on social media do not apply to Canada shipments.

For the Calgary, Edmonton, Toronto and Vancouver metropolitan areas, allow 1-2 weeks for delivery after production. For other metropolitan areas, allow 3-4 weeks for delivery after production. Express shipping is not available. Select items cannot ship to Canada. Please contact JennaBenna for further information.

Please note that any time we offer free shipping codes they DO NOT, under any circumstance, apply to Canada. Our free shipping codes only apply to shipping within the United States. Unfortunately, due to the cost of shipping to Canada, we are not able to include Canada in these free shipping offers.

CAN I HAVE A PROOF OF MY ORDER?

When you are going through the order process, you will notice a small proof provided for you to see how the colors and fabrics go together. If you are looking for advice as to whether or not a combination works, we are alwasy super happy to help you out. Just give us a shour and since we can pull the fabric and look first hand, you can be assured your combination will be perfect after speaking with us! If you are looking to place a bulk order, we will provide you with a proof so that there is no question you chapter looks exactly as you have envisioned!

WHAT IS THE DIFFERENCE BETWEEN THE TOP AND BOTTOM FABRIC

The top fabric is the patterned or twill print that will be the main part or top of the letter. The bottom fabric is the twill color that will serve as the outline color to the letters.

WHAT IS THE DIFFERENCE BETWEEN SATIN STITCH AND ZIG ZAG STITCH?

JennaBenna's Zig Zag Stitch is the finest on the market, it is tight and quality giving your letters a lifetime of beauty. Our satin stitch is a definite upgrade giving your letters what appears to be an outline of smooth satin. It is an upgraded fee but definitely worth it if you are looking for the ultimate in beauty!

ARE THE COLORS THE SAME ONLINE AS THEY ARE IN "REAL LIFE"?

We do our best to make sure or sample photos are as close to the exact product as possible but due to the huge variations in monitors, screens, browsers and phones, color samples in our products and fabrics may appear different. Since it is not possible to guarantee our online colors will look the same when you view them, we ask that you contact us first with any questions, before you order, to avoid any problem with color matching. We cannot guarantee what you are viewing is the exact color.

 

FREE DESIGN SERVICES

We love helping you select your perfect letters. So, JennaBenna offers you a custom design service free of charge. We help you put together the perfect combinations for your apparel and then help you through the next steps. We even provide you with a digital picture of the fabric combinations so that you can see beforehand what the fabrics will look like.

We will offer you up to 5 free proofs during your order consultation. After that time, proofs can be purchased in groups of 5 for $10.00. You will be given a special link to use to purchase these proofs. The amount you spend will be credited to your bulk order once it is placed. If you do not place the order with JennaBenna, the fee is nonrefundable.

LETTERS IN PROOFS
Please note, since the proof program we use shows some oddly shaped letters (Xi for instance is italicized) we always like to note that the proof on our proof form and invoice are just to serve as a photo of the fabrics together and not what your actual letters will look like. It doesn't show stitching either. If you have any questions about what your actual letters will look like, we would be more than happy to send you some photos of past orders or feel free to check out our Instagram page to see the letters. Many of our Greek letters (like the Xi) are unique to JennaBenna and have been designed by us to show off the true beauty of your letter and fabric combination as well as a little "secret sign" showing off you are wearing a JennaBenna original!

SUBSTITUTIONS

Sometimes, we find out from the manufacturer that the product you selected is no longer available or on back order. We reserve the right to substitute any products that are identical or similar and will always go with the better or more expensive option if your original option is not available. Of course, you will always be contacted first to be alerted to this!

BULK ORDER PRODUCTION

Please make sure you give yourself enough time for the order to arrive. If you are in a time crunch, we always recommend giving yourself a good month to find your combination and place your order. All bulk orders take 2-3 weeks for production and during our busy seasons can take even more. Therefore, even though you have received an invoice from us, we will not start that order until we have received your payment. Please contact us should you have any questions and refer to the calculator below to see our current production/shipping timeline.

DIFFERENCE BETWEEN UNISEX, REGULAR AND LADIES FIT

If a product is labeled as unisex it means that it is a men’s size and will run a little larger. This is a great option for Chapter Letters as it gives the widest range of sizes for all body types. Ladies fit items are more of a junior’s size and tend to run smaller and more fitted. We do our best to describe each product and include a sizing chart for reference. Please contact us if you have any questions as our items are non-returnable and non-refundable because of sizing issues.

CAN I BUY JUST THE PLAIN SHIRT

Sorry, we only sell our products with our fabric letters or embroidery.

CAN I GET SAMPLES OF THE SHIRTS BEFORE I BUY THEM?

No, we do not provide samples prior to order unless it is a large bulk order. In the cases of large bulk orders, the samples can be purchased and once they are returned in their original condition, your card will be refunded. We do not, however, offer samples of any kind otherwise.

IDON'T SEE MY FAVORITE SHIRT ON YOUR SITE...CAN YOU GET IT FOR ME?

Yes! There are hundreds of shirts, sweatshirts, shorts, totes….you name it….that we don’t list on our site. If you send us a photograph, link or even description we can do our best to track it down.

WHAT ABOUT PRODUCT COLORS?

We do our best to make sure or color swatches for both the proudcts and fabrics are as close to the actual color as possible but due to the huge variations in monitors, screens, browsers and phones, color samples in our products and fabrics may appear different. Since it is not possible to guarantee our online colors will look the same when you view them, we ask that you contact us first with any questions, before you order, to avoid any problem with color matching. We cannot guarantee what you are viewing is the exact color.

Since products have different color names, it is always best to call, text or email us for clarification about these colors. Please note that products are not returnable or exchangeable due to color issues unless we have filled the order incorrectly based on your choices. You are alwasy welcome to contact us if you have questions.

 

 

I HAVE A SPECIFIC FABRIC IN MIND BUT ITS NOT ON YOUR SITE...CAN YOU GET IT FOR ME?

We undestand that many women choose "Family Letters" and each year you reorder or perhaps, your friend has a great combination that you love and want to get a set just like them. Please understand that we have many great designers in our sewing deparment and they each choose the thread colors based on what they think is the best match. Why do we tell you this? Well, it is VERY IMPORTANT that if you are trying to match family letters or a friends letter or photo you saw on Instagram that you do one of the following to let us know you are trying to match:

                                Send us a photo of the shirt(s) you are tyryin
 

I HAVE A SPECIFIC FABRIC IN MIND BUT ITS NOT ON YOUR SITE...CAN YOU GET IT FOR ME?

If it is a fabric you have seen in a store or online we can definitely try to hunt it down. Additionally, if it is a special idea you just have in your head, our designers can also custom design fabric for you to create the ultimate one of a kind look. Just contact us at hello@jennabenna.com for more information.

CAN I BUY YOUR FABRIC BY THE YARD OR PIECE?

Sorry, we only sell our fabric in the form of Greek letters on finished products! None of our fabrics are for sale otherwise.

CAN I BUY JUST THE LETTERS SO THAT I CAN PUT THEM ON MY OWN STUFF?

Unfortunately, we only offer our letters on products we sell. We do this in an effort to stay within the guidelines of our licensing agreement as well as regulate what the finished products look like!

I FOUND ONE OF YOUR EXCLUSIVE FABRICS ON ANOTHER SITE

Please let us know when you see this...our Exclusive JennaBenna Fabrics are just that...our fabrics and they are copyrighted. If you see someone using our fabrics, they are counterfeit and that company is subject to legal action for copying our patterns. We are proud of our work and all of our exclusive patterns are copyrighted.

I FOUND THIS DESIGN ON ANOTHER SITE...CAN YOU MAKE IT FOR ME?

It depends. If this is a custom copyrighted design, then we can’t. We respect and value other companies protected designs and want others to do the same for us. We strictly follow the law when it comes to this! We cannot reproduce someone else’s design (pattern found on fabric for instance) however, if you like the way the letters looked from another company, we can definitely do our best to reproduce them for you! For instance, we have seen cute symbols embroidered on top of letters and while we don’t list that as an option on the site, we definitely can do it for you…just contact us directly!

WILL THE FABRIC LOOK THE SAME ON MY SHIRT AS IT DOES ONLINE?

The fabric photos are there just to give you an idea of the print. The letters are cut by us and show approximately 1 inch of the fabric. You must take this into consideration when selecting your fabrics, however, we are extremely selective in the fabrics we choose for this very reason. We love some prints out there but do not use them because the print does not translate well to the actual letter. The best advice we can give you is that you contact us prior to ordering if you have any questions. Otherwise, rest easy...our designers cut each of our letters here in house to assure they look the best they possibly can!

I HAVE MY OWN FABRIC, CAN I SEND IT IN FOR LETTERS?

Definitely! We can certainly use your own fabric, but the cost is still the same as we have to prep the fabric just like any of our fabrics we offer on the site. If you would like to send us fabric that you have created or have on hand, then please just contact us for directions on how to order your product and submit the fabric. Please note, we have a minimum in terms of yardage that we require. Contact us at hello@jennabenna.com with any other questions.

WHAT DO YOUR LETTERS LOOK LIKE?

There is an "industry standard" for letters that has been the same for decades up decades. The standard is a 4" double layer letter consisting of a BOTTOM LAYER which is usually a twill or satin layer and then the TOP LAYER which is the pretty fabric you select. These letter measure roughly 4" from top to bottom of the bottom layer and the top layer is slightly smaller so that the fabric of the bottom layer can show through (think a dinner table...the bottom layer is your placemat and your top layer is your plate). Anyway, these letters sometimes can be rather wide with other companies and go from armpit to armpit so that they are spread way out across your chest. After 12 years of doing this, we have perfected the JennaBenna Signature letter. This letter (for a three letter organization) is around 12 inches wide. This sizing guarantees your letters naturally rest on your chest and dont extend over under you armpits. This size is the perfect size and what we are known for! From time to time, when we recognize that our letter files might have issues or need more background showing, we will "tweak" the file so that they always look your best. Don't worry, these tweaks are always so minor that you probably wont notice but, if you have some of our original letters from back in 2005 and order some new ones now, you might see slight variations. We alwasy change them, though, to make them BETTER.

I JUST GOT MY ORDER AND THE SHIRT DOESN'T FIT, HOW DO I RETURN IT?

Unfortunately, all of our custom designed products are non returnable, non refundable and non exchangeable. We place sizing charts in the description of each and every product so that you can use the measurements should you have any questions regarding fit. Additionally, we ask that you contact us directly with any sizing questions or advice prior to ordering. We have every product here in house and can give you great fit and sizing advice that will help you pick the perfect product for your needs!

I JUST GOT MY ORDER AND IT DOESN'T LOOK RIGHT, HOW DO I RETURN IT?

Unfortunately, all of our custom designed products are non returnable, non refundable and non exchangeable. We place detailed information in the description of each and every product including colors of the products and colors of the fabrics but, depending on the monitor or screen you are using to view our site, these colors might be different than they are in person. Our best advice is to just contact us with any questions to avoid issues with colors not being correct or matching. If we see an order come through and there are obvious concerns, we will contact you. Otherwise, we go directly from the order you place. We will be happy to redo the order in the unlikely event we have deviated from the specifics listed on your order but will not return or exchange for any other reasons.

I DON'T WANT MY PRODUCT ANYMORE, HOW DO I RETURN IT?

Custom products purchased from JennaBenna are not returnable, exchangeable or refundable unless they are not made to order specifications. If you receive an order that is not what you ordered or has an issue, you shall contact us within 3 days of receiving your package to file a complaint. Complaints made beyond the three day window will not be considered, and the product will not be taken back.

DO YOU OFFER EXTRA EMBROIDERY BEYOND WHAT IS LISTED ON YOUR SITE?

You can add extras such as embroidery, satin stitching and extra twill letters easily in the “Add extras to my order” link found under Custom Apparel. A link to adding embroidery can also be found in the description section of each of our products. Please keep in mind to be as specific as possible as to what product to include it on and contact us if you have any questions or concerns. Additionally, keep in mind that the additional embroidery can add days to your production time. If you don't see an option for someting you want, we can still do it so just contact us at hello@jennabenna.com for more information!

ARE YOU AN OFFICIALLY LICENSED VENDOR?

Yes! JennaBenna is proud to be an Official Licensed Greek Vendor through Affinity Consultants. As an officially licensed Greek vendor, all of our designs have been approved as official licensed products bearing the insignia and letters of Greek organizations. Working with an officially licensed Greek company ensures you are working with a company that has been checked, is reputable, meets the highest quality control standards and has good customer service. We pay royalties on every sale to your organizations’ headquarters. Many of the logos, letters, and colors that represent your Greek organization are trademarked items. Failure to comply with your organization's rules and restrictions on the use of trademarked items can result in fines, suspensions, and other penalties. Purchase only from Licensed Vendors to help protect your trademarks. Make sure when you receive your products the numbered “Official Licensed Product” hologram sticker is present.

WHERE ARE YOU LOCATED?

We are located in Sunny Orlando Florida!

DO YOU HAVE A RETAIL LOCATION?

We do and don’t. Our retail location is more for deliveries and consultations and if you are local and would like to meet with us, just let us know. There is not a retail showroom at this time to visit.

DO YOU OFFER YOUR PRODUCTS ON A WHOLESALE BASIS FOR MY STORE?

Occasionally, we allow our JennaBenna brand products to be sold in VERY select online and retail outlets. If you have a true brick and mortar store, we can discuss this program with you further. Please contact us at hello@jennabenna.com for more information.

ARE YOU HIRING?

We are always looking for people to join the JennaBenna family. Feel free to email your resume to info@jennabenna.com.

WHAT IS THE BEST WAY TO CONTACT YOU?

The best way to contact JennaBenna is via email at hello@jennabenna.com for general questions, istatus of orders and for chapter order information. You can also call us at 1-855-JB-GREEK. We do our best to return all calls and emails without 24 hours of receiving them (during business hours). We are open from 9am to 5pm est. Monday through Friday. Finally, you can text us at 407-627-6414

WE ARE A LOCAL ORGANIZATION, CAN YOU DO OUR LETTERS?

All of our custom designed products can be made for your unique and special organization, club or group.

Photography and Name Copyright

All images appearing on the JennaBenna web site, including our exclusive fabric patterns, are the exclusive property of JennaBenna and are protected under the United States and International Copyright laws.

The images and fabric patterns may not be reproduced, copied, transmitted or manipulated.

Use of any image as the basis for another photographic concept or illustration (digital, artist rendering or alike) or reproduction or reprinting of our fabric is a violation of the United States and International Copyright laws.

The names JennaBenna, Live Love Letters and our marks are additionally tradmarked through the United States Patent and Trademark Office and unauthorized use is strictly prohibited.

JennaBenna will pursue legal action against any individual or company that violates these copyright laws.

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