Since nearly all of our products are custom made for the unique requirements of each customer order, it is nearly impossible to offer a refund. However, if warranted, we are happy to consider a refund on a case-by-case basis. Please contact our Customer Service Team at (818) 765-3770. We must be notified of any issue relating to a return request within 5 days of the order delivery date. Shipping charges, engraved plates, plaques, acrylic and crystal awards, and any other type of production material consumed in the creation of a job order are non-refundable.
All products and items are offered and orders are accepted on a Custom Basis. Each award is designed, assembled and uniquely personalized, and once built it is non-returnable as it cannot be sold to other customers due to the custom nature of the item.
If there is an error on engraving, silk screening or other personalization method utilized, that is due to an error on our part, you may request a return merchandise authorization to return the item within 15 days after the date your order was shipped or delivered and we will make any corrections at our expense with like or similar item as may be available.
There is No Refund even if the engraving is due to an error on our part. We will correct any errors, or re-personalize with the correction on a new item of similarity. Any spelling errors on the customers part are the responsibility of the customer. We can only engrave what we are asked to engrave and as a general policy we do no proof, or spell check text submitted by a customer as there are valid reasons to mis-spell certain words.
All orders will be submitted to the customer as a proof via a PDF or other image format through e-mail. Customer must sign off on the proof before any engraving or personalization will be performed. Please ensure you return the proofs to our company as quickly as possible as to not delay the shipping of your awards.
If a return is authorized you will be issued a return merchandise authorization (RMA) The RMA number must appear on the outside of the package being shipped back. Shipments received without an RMA will not be accepted by our shipping department and will be returned unopened to the sender.
Any returns that we accept that are inconsistent with the procedure set forth above are subject to a 25% restocking fee. Any shipping charges assessed are non-refundable. Any restocking fees and shipping charges will be deducted from the credit issued back to credit cards and/or any check refunds that are issued as a result of the return, before the credit is issued. The amount of the credit will be less the restocking fee and applicable shipping charges.