Returns, Refunds & Order Policy
Because all of our products are custom-made and personalized specifically for each customer, all sales are final. Personalized items are non-returnable and non-refundable. However, we stand behind the quality of our work. If you believe an item contains a defect or an error caused by our production process, the following terms apply:
1. Notification Period
Customers must notify us of any issue within 10 days of receiving the item. Claims submitted after this period may not be accepted.
2. Inspection Required
The customer must return the item to our location for inspection. We cannot evaluate or process claims without physically reviewing the product.
3. Evaluation Process
Once the item is received, we will examine it to determine whether the issue was caused by our manufacturing or personalization process.
4. Resolution
- If we determine that the defect or damage was caused by our production process, we will repair or replace the item, at our discretion, at no additional cost to the customer.
- If we determine that the damage was caused by misuse, improper handling, installation, normal wear, or factors outside of our control, the item will not qualify for replacement or refund.
5. Original Item Required
Replacement requests will only be considered when the original item is returned for inspection.
6. Customer-Approved Designs
We are not responsible for errors in spelling, layout, design, measurements, artwork, or information that were approved by the customer prior to production.
7. Shipping Damage
If an item is damaged during shipping, the customer must retain the original packaging and notify us within 10 days. Shipping damage claims may require documentation and may be subject to the carrier’s claim process.
8. Installed or Modified Items
Items that have been installed, altered, modified, or used after delivery may not be eligible for replacement or evaluation.
9. Abandoned or Unclaimed Items
Any item left for inspection, repair, or pickup that remains unclaimed for more than 30 days may be considered abandoned and may be discarded or resold at our discretion.
Order & Production Terms
10. Deposits and Payments
Custom orders may require a deposit prior to production. Deposits are non-refundable once production has begun, as materials and labor are committed to the order.
11. Proof Approval Responsibility
Customers are responsible for carefully reviewing design proofs, spelling, measurements, artwork, and layout before approving production. Approval of a proof constitutes final acceptance of the design, and we are not responsible for errors that were approved by the customer.
12. Order Changes or Cancellations
Orders may only be changed or cancelled before production has started. Once production begins, changes or cancellations may not be possible and charges may still apply.
13. Production Time
Production timelines are estimates and may vary depending on workload, material availability, equipment maintenance, or other factors beyond our control.
14. Force Majeure
We are not responsible for delays or inability to perform caused by circumstances beyond our control, including but not limited to supply shortages, equipment failure, natural disasters, labor interruptions, or transportation delays.