Frequently Asked Questions
Order Modifications or Changes
Requests for order modifications or changes – including corrections and changes to personalizations – will only be accommodated within 30 minutes after the order has been transmitted. This is to avoid personalization errors and delays in order processing. Send all order modification/change requests to email@example.com within 30 minutes after the order was transmitted. Please include the order number and your name. Please put MODIFICATION in the email subject. Once your order is in process there is absolutely no way to make any changes.
Insufficient Address/Package Refusal
If you make a mistake when entering your address during checkout, or provide insufficient delivery information, we will have to charge an additional delivery fee or correction fee of $15 for US orders and $25 for Canadian orders, which will be charged to your credit card on file. Furthermore, if you refuses a package at the time of delivery and want that package re-shipped, we will charge you the US Standard, US Expedited or Canada Standard rate based on the original order total to re-ship the package. This amount will be charged to your credit card on file.
There are no returns or exchanges on items that have been personalized unless we make a mistake on the personalization or the item arrives damaged. If we make a mistake on the personalization or the item is damaged upon receipt we will NOT refund your card on file, rather we will process a new NO CHARGE order and have it shipped directly to you. You have 5 days from the day your product(s) are delivered to notify us of any issues. In the case of damaged items, at times we may ask you for a picture showing the damage, this is so we can to pass this information to the shipping company when we file a claim.
Please contact us to request a return/exchange authorization.