Due to the highly personalized nature of our items and the labor cost incurred with personalizing your art, complete order cancellations will only be processed if we haven’t started working on your art yet. Our art rate, which is waived with orders, is $75/hr. To calculate the amount of refund we will allow if an order is cancelled once art has begun, we will deduct our time spent from the amount paid and refund the balance. All shipping charges are refundable. Please allow 48 hours from cancellation request for us to email you determination of cancellation status.
We frequently offer items that are cut or engraved with stock designs, such as our “happily ever after” wedding cake toppers. To keep inventory and prices low, we cut items on demand. If your item has been cut/engraved, we will allow a cancellation with a 20% restocking fee. Shipping charges are fully refundable if the item hasn’t shipped. Please allow 48 hours from cancellation request for us to email you a determination of cancellation status.
Wrong item/ wrong personalization
We like to think we are 100% error free, but if you ever receive an item that is engraved differently than the proof you approve, we will allow you to return the item for a 100% refund, including shipping, or an exchange for the correct item. Refunds on returns due to our error are processed within 48 hours.
Because we offer photo-realistic proofs with your order, returns are not allowed on personalized items. Please read all sizes thoroughly. We take great close-ups of our items to capture all the detail, and sometimes we feel that it may make the item appear larger than it is. If you would like to return a non-personalized item, we charge a 20% restocking fee, we don’t refund original shipping, and you are responsible for return shipping via carrier of your choice with tracking required. We will return 80% of your purchase price on non-custom items within 48 business hours of receipt of the merchandise in the same condition it was shipped in.
Item arrived broken
We pack carefully to avoid broken items, but because we think our great carriers might sometimes pretend they are great quarterbacks, we realize breakage happens. If your box looks suspiciously like something might be damaged, TAKE PHOTOS of the box prior to opening it, or refuse delivery. If it’s not obvious from the box that the contents are damaged, take photos of the damage from all angles. We will immediately replace items that are damaged upon receipt of pictures of the box, the packaging material, and the contents. (Email damage photos to firstname.lastname@example.org. ) We anticipate in good faith that you will help us complete the necessary steps to file an insurance claim with our carrier. In the event your broken item was for a specific event and replacement is not feasible in the remaining timeline, we will refund 100% of your purchase price with the expectation that you will comply with our requests for an insurance claim.
When do items need to be returned?
If you intend to return an item, we must be notified within 3 business days of your receipt of the item, as indicated by the official carrier’s tracking information. You will then have 7 calendar days to get the item posted and provide us with tracking information.
Where do items need to be returned?
No item may be returned without a return authorization number, which will be provided to you when you contact us to initiate the return. When you are given the authorization number, you will be given instructions on where to return the items.
Who is responsible for return shipping?
If we sent you an item in error, we will pay return shipping. If you ordered an item and no longer want it, you are responsible for return shipping.
How will I be reimbursed for returns?
Your original payment method will be credited, if possible. If not possible, we will mail you a check within 48 hours of determination of your eligibility for reimbursement.
If you are returning an item that is subject to a 20% restocking fee, you may opt instead for a 100% store credit. If you opt for store credit, we will email you an electronic gift certificate for 100% of your purchase price, less any shipping or handling paid.