At our core, we are committed to celebrating your milestones with excellence. Because our awards are custom-engraved and personalized specifically for you, we have unique guidelines regarding returns and cancellations.
Due to the custom nature of our products, we do not accept returns or offer refunds for items that have been personalized, unless the product arrives damaged or there was an error made on our part during the production process.
Your satisfaction is our highest priority. If your order doesn’t meet your expectations, we want to hear about it. While we cannot offer traditional returns, we will work closely with you to find a solution and ensure you are proud of the final product.
We will provide a replacement or correction if:
The item arrived damaged during transit.
There is a manufacturing defect in the material.
The engraving does not match the finalized design or text you submitted.
Once an order has entered the Expert Crafting phase, we are unable to cancel or make changes to the design. If you realize an error was made on your submission, please contact us immediately. If production has not yet begun, we will do our best to update your order.
If there is an issue with your order, please follow these steps:
Contact Us: Email our support team within 7 days of receiving your package.
Provide Photos: Include clear photos of the item and the packaging (especially if damage occurred during shipping).
Resolution: Our team will review your request and contact you within 2 business days to discuss the best way to make it right.
To ensure your award arrives exactly as envisioned, we highly recommend a final review of your Step 1: Select & Personalize details.
Double-check spelling: We engrave exactly what is provided in the text fields.
Review Font Choice: Ensure your selected font is legible for the amount of text provided.
Confirm Dates: Verify that years and event dates are accurate.
Questions about your order? Our team is here to help. Please reach out to us, and we’ll be happy to assist you.
