Orders are typically placed on hold when we're waiting on something from you. We'll always send you a message letting you know what's needed — if you haven't seen it, please check your spam or junk folder.
Common reasons an order may be on hold:
- We're waiting on your guest list or return address information
- We need a updated photo or artwork file
- We're waiting on your QR code or other custom content
Once you have what we need, reply to our message or contact our Customer Concierge Team at 800-788-8633 and we'll get your order moving right away. To upload any needed files, visit: https://www.trulyengaging.com/upload/enter/market/1000
A note about Guest and Return Addressing
If you have checked out with Guest and Return addressing but have not submitted your guest list, we need your guest list to proceed. You have a few options.
- Submit your guest list following the steps below.
- Choose to move forward without a guest list and you will receive blank envelopes.
- Print your return address only for a small fee.
You can download the template here. Please use the provided format for the columns when filling out your list. When you have the Excel or .csv list ready, please upload it to link below: https://www.trulyengaging.com/upload/enter/market/517
** Please note that your entire order will remain on hold until we receive your Excel or .csv list. We will begin to work on any design requests and send proofs when we have the list. We do this to ensure consistency for your order**
If you have any questions at all, please feel free to contact our team for assistance. We are available and happy to help weekdays, 9 am – 4:00 pm, Central Time.