FAQ

 

What is your return/refund policy?

Returns: Due to the nature of our business, almost all of our items are personalized or custom, in which case we cannot offer returns.

Refunds: If we made a mistake on your order (what we engraved was different than what was discussed in messages OR was different than what you included in the personalization notes on your order), it is your choice to either receive a full refund or to have us remake and ship the corrected item.

 

Can I change my personalized text after I already placed the order?

Each order goes through a process (order placed, design personalized with your text, packing slip printed, item engraved, cleaned, packed, weighed, labeled and shipped).

If we HAVE NOT already engraved your order, you can make all the edits you want.

If we HAVE already engraved your order but have NOT shipped it yet, you will need to place another order (and we will of course waive the shipping fee on the 2nd order).

If we HAVE already engraved your order AND shipped it, you will need to place another order including shipping.

 

I need to change the shipping address on the order, can I do this?

If we HAVE NOT shipped your order yet, you can absolutely change the shipping address. Just send us a message immediately with your updated shipping address and we'll make the change.

If we HAVE ALREADY shipped your item, you will need to place an additional order with the corrected shipping address.

 

My shipment was lost in transit, do I get a refund?

While this rarely happens, it does sometimes happen. If your item was lost in transit, and it shows "lost in transit" on the tracking information on the chosen shipping provider, we can either make and ship your item(s) again, OR we can provide you a full refund.

If the tracking information says "delivered" and was scanned by the shipping provider as delivered to the address you provided, at this point you must contact the shipping provider (USPS/UPS/FedEx based on your shipping choice). We cannot provide refunds for packages that are marked as delivered from the shipping provider, so our recommendation is to choose the most reliable shipping provider in your area and confirm that your address has been before and will be deliverable by your chosen provider.

 

Can you engrave my custom logos and graphics?

Yes. In most cases, we can engrave logos and graphics, but it depends greatly on what kind of logo or design you have as well as which item you want engraved.

Please send us your logo/graphic/design in a message BEFORE you place your order, and we will confirm with you if your logo can be engraved.

***Other important info: To achieve the highest quality engraving, send us an image that is at least 300DPI at 2400x2400 pixels (8x8 inches). If you are unsure of this info, just send us what you've got, and we'll let you know if it meets our image engraving quality standards.

 

Have a different question?

Reach out to us on our contact page, or for current customers and open orders, you can reply to any of our emails and someone from our team will respond as soon as possible.

Our average response time varies based on the time of day. Most questions are responded to within a couple of hours, and we do our best to respond to every message and email within 24 hours.