FAQ (Frequently Asked Questions)

I’m a Retailer that’s interested in carrying Lion Ribbon products, how can I receive more information?

Call Customer Service at 1-800-551-LION(5466) or email customerservice@LionRibbon.com

I am not a retailer. Can I shop on LionRibbon.com?

LionRibbon.com is for retailers who sell ribbon, floral accessories, and other similar products and have a valid Tax ID.

Not a retailer? Don't have a Tax ID? Click here to shop our consumer website, Offray.com

If I have an account with Lion Ribbon, do I still need to set up a web account?

Yes, you can express register here.

What web address do I use to bookmark this page?

What if I lose my username/user id?

Your username should be your email address. If you forgot the email address that you used to sign-up online, please contact Customer Service at 1-800-551-LION(5466) or customerservice@LionRibbon.com.

What do I do if I have forgotten my password?

If you have forgotten your password, click “forgot my password” on the Log In page. Enter your userid. The email address that is on file as your username will be sent a temporary password. At your next login, use the temporary password provided; you will be prompted to enter a permanent password at that time.

Do you charge sales tax?

We sell only to wholesale and retail within the United States and Puerto Rico who are exempt from paying retail sales taxes on purchases of our products.

What does a tax ID number look like and why do you need it?

Your tax ID number verifies you are indeed a business operation and is provided to you by the state in which you established your retail or wholesale business.

Don't have a Tax ID? Click here to shop our consumer website, Offray.com

What if I don't have a Tax ID?

What does “temporarily unavailable” under a product mean?

If a product that we offer doesn’t have enough inventory available to meet our customers' needs it will show as temporarily unavailable or on backorder. Items are generally back in stock within three weeks.

How can I prebook seasonal products?

Visit the PreBook section to add items to a “PreBook Worksheet” and place your order and “reserve” stock.The items are then shipped to you when you need them! Click here to login and visit the PreBook section now!

I have a specific question about placing a prebook order, where should I look?

You can find PreBook instructions and a separate FAQ section by clicking here.

How do I find a specific product by name?

At the top-right corner of every page is a product search box. Enter the name of the product that you wish to find in this search box and then click the “Search” button next to it. We recommend that you enter most, but not all of the product name to optimize the number of matching results. If you are unable to find a product through the product name search, you may try to search for it using the Catalog Name or descriptive keyword(s). If you need further assistance, please feel free to contact Customer Service at 1-800-551-LION(5466) or customerservice@LionRibbon.com.

Which orders can I see and track on the web? Can I see details on past orders?

If you have a web account, any order that you have placed within the last 24 months with Lion Ribbon, whether online or via another means, will be able to be tracked and viewed online. Login to the website and select “Order Status" in the “My Account” drop-down. In order to see order details, such as tracking information and a list of the purchased items, click on the order that you wish to view. If you do not have a web account and would like to view your orders online, please express register here.

What are Open Orders? Completed Orders? Back Orders?

Open Orders are orders that have been received and processed but have not yet been shipped. Backorders are open orders that have partially shipped. Completed orders are orders that have been completely shipped.

How do I change an order?

The order process begins when you click on the submit order button in the checkout. Our orders go directly to our shipping department for processing so we are unable to make any changes to your order. We apologize for any inconvenience.

Do you charge for shipping?

Yes. There are standard shipping and handling charges depending upon the size of your order. However, we may from time to time, at our sole discretion, offer free freight options subject to certain conditions.

When will my order be shipped?

We work to process and ship all orders very quickly. All orders placed before 12pm EST will be shipped the same day*. All other orders will be shipped the next business day.

*Same day shipping only valid for in-stock items, Monday - Friday. Excludes holidays and other scheduled closures. Not responsible for any unforeseen delays by the shipping carrier.

Do you offer expedited shipping?

Yes, at checkout you can choose between standard shipping and expedited shipping via air. Expedited shipping is only available for orders being shipped within the lower 48 states. If you need to expedite the shipping of an order to Alaska, Hawaii or Puerto Rico, please contact customer service. In addition, all orders placed before 12pm EST will be shipped the same day. Only valid for in-stock items Monday-Friday. Excludes holidays and other scheduled closures. Not responsible for any unforeseen delays by the shipping carrier.

How long will it take for me to receive my order?

We process most orders within 2-3 business days. Shipping time frames will vary depending upon, among other factors, availability of the specific product ordered, the time of year and the shipping address to which the order is being shipped.

What is your return policy?

We make every effort to ship products without defect. If you do encounter a problem with your order, contact customer service within 72 hours of receipt. Click here for our return policy.

Do you sell other items that are not listed on your website? Are all of your products available on the web?

Our website represents most of the items we carry. However, it does not represent our entire product line. We have more products including additional sizes, colors and put ups that are not on our website but are available. Call Customer Service at (800) 551-LION or email customerservice@LionRibbon.com to inquire.

Do you have any retail stores?

We have showrooms in Atlanta, GA, Dallas, TX and Las Vegas, NV where you can see many of our products but we do not have traditional retail stores that sell to consumers.

Atlanta, Ga Showroom 
Dallas, TX Showroom 
Las Vegas, NV Showroom 
Merchandise Mart  World Trade Center  World Market Center 
240 Peachtree Street NW  2050 North Stemmons Freeway  Las Vegas 
Suite 18C-10  Suite 414  455 S. Grand Central Parkway 
Atlanta, GA 30303  Dallas, TX 75207  Suite C-0975 Bldg. C 
(404) 525-7927  (214) 741-4163   Las Vegas, NV 89106 (404) 525-7927 
Fax (404) 525-2334  Fax (214) 741-2710   

How can I talk to a live person?

Call Customer Service at (800) 551-LION or email customerservice@LionRibbon.com and request a Customer Service representative call you back. Our office hours are 8:00 am – 6:00 pm EDT.

How do I update my email address?

  1. Sign in to your account on www.LionRibbon.com
  2. Click on “My Account” located in the top-right corner of the page
  3. In the email address field, enter your new information and then click on the “Update Account” button. Your account will be immediately updated and this will be your new username, going forward.

What are your security and legal policies?

Our site is located on a secure, encrypted server. We do not sell, share or distribute your personal contact or credit card information to third parties. Please click here for our Terms & Conditions.

How can I remove myself from the Lion Ribbon email list?

In order to opt out of our email list select the “Manage Your Subscription” option on the bottom of an email you’ve received.

When is my credit card charged?

Your credit card will be charged once the item has shipped. Prior to charging your credit card, an authorization will occur for the amount of your order. The authorization process will validate the credit card number, status, available credit line and billing information to ensure that it matches exactly what the bank or credit card company has on file. Your bank may attempt to contact you for additional information prior to authorizing the sale amount. Once an authorization is received you may notice a decrease in your available credit line for the amount of your order. Your bank may hold this dollar amount for a specified amount of time, depending upon your bank’s policy. We recommend contacting your bank or credit card company to learn about their authorization policies.

For extended ship time or backordered items, your credit card may be re-authorized and funds will continue to be set aside (by your bank) for the remaining balance of your order -- until Lion Ribbon charges your card upon shipment. We recommend contacting your bank or credit card company to learn about their processes.

Can I cancel my order?

We will make every effort to stop the processing of your order if it has not shipped. Please email us at customerservice@lionribbon.com or call us at 1-800-551-LION(5466) to cancel your unshipped order.

Does Lion Ribbon ship outside of the U.S.?

Currently, Lion Ribbon.com offers shipping in the United States, including Alaska and Hawaii as well as Puerto Rico. Call customer service at (800) 551-LION to inquire about international ordering options.

Does Lion Ribbon ship to Puerto Rico?

Yes! Simply choose Puerto Rico from the state drop down menu when entering your ship-to address and your will be prompted with a PR Ground shipping option.

Do you ship to P.O. Boxes?

We do not deliver to PO boxes, APO (military) boxes, or FPO (foreign) boxes.

How do I ship to multiple addresses?

If you need to send items to multiple addresses, you must place separate orders for each address.

What forms of payment do you accept?

We currently accept Visa, MasterCard, Discover and American Express for all orders. If you complete an account request form with references and submit it to our credit department you may be able to qualify for open terms.

Do you have a catalog?

Yes. We have a Lion Ribbon catalog that you can request by clicking here or you can view online by clicking here.

What are cookies? Do I need to enable cookies on my browser to shop at Lion Ribbon.com?

A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

What Web browsers do you support?

Our website is designed for the latest versions of Internet Explorer, Firefox, Chrome, and Safari. Other browsers should work with most functionality.

Why does the color of my product look different than it did on my computer screen?

The brightness option on your monitor may be set to a level where the product may look lighter or darker depending on this setting. The colors shown on your screen are for reference.

Having problems using the site?

Please note that this site is optimized to operate on the latest versions of Internet Explorer, Firefox, Chrome, and Safari. If you are having any problems using the site, please download the optimal Internet Explorer, Firefox, Chrome or Safari browser for your system. If you are still encountering difficulties, please contact our staff at 1-800-551-LION(5466).

How do I inactivate my web account access?

Please call Customer Service at 1-800-551-LION(5466).

I have a question that's not answered above.

Call Customer Service at (800) 551-5466 or email customerservice@LionRibbon.com with your question.