In light of the current situation surrounding COVID-19 and the Coronavirus, many customers have inquired about refunds due to cancelled or postponed events. If this currently applies to you, or if you are considering placing an order for an event in the near future, we’d like to provide some guidance.
Many of the things we make are unique — personalized for an individual, an accomplishment, or a moment in time. That means that what we make for you wouldn’t make sense for anyone else, and that’s part of what makes it special. Naturally, that also makes blanket returns or refunds a bit less practical.
Most products we create are made of multiple parts, where some pieces are standard and others are personalized. In addition to these components, time is required for design, engraving, and assembly. Substantial effort and expertise goes into our work, regardless of how the final product is ultimately used.
Our Return Policy
Once you’ve given us your approval to begin engraving and assembling your order, we’re committed to getting things done quickly and professionally. In return, we expect that you will meet your commitment to pay for the goods and services we have provided, even when circumstances change.
When ordered items are no longer needed, we will work with you to provide credit for items that we can re-use for other projects and customers. This credit will vary depending on the type and style of product. In some instances, return shipping and/or restocking fees may also apply.
If your situation changes, contact us as soon as possible. In every case, we’ll work with you and be as fair as possible.
We’re in this together.
It’s now more difficult than ever to plan weeks or months into the future. We’re right there with you, doing the best we can with each new day. Thank you for understanding our perspective and, most of all, thank you for being our customer.