Refunds and Replacements
Refunds & Replacements
We take great care in designing, crafting, and packaging your awards. Because each item is made to order—often customized or personalized—we are unable to accept returns on:
- Custom or special orders (original, customer-specific designs created just for you)
- Personalized items (featuring logos, names, dates, or other engraved text)
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Inspect the shipping box:
- If it’s visibly damaged, take a clear photo before opening.
- If the box appears undamaged, no photo is needed. - Contact us to request an RMA (Return Merchandise Authorization) number.
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Repack the item (ideally in the original container) and include:
- A copy of your receipt
- Your RMA number - We’ll arrange pickup and cover return shipping costs. Once we receive the damaged item, we’ll send a replacement right away.
If you’re ever unsure whether your order qualifies as a custom or personalized item, feel free to contact us before placing your order. We’re happy to help clarify.
🛠️ If Your Item Arrives Damaged
We’re here to make it right. If your shipment arrives damaged, please reach out to us as soon as possible so we can arrange a replacement.
What to Do:
🔁 If There’s a Production Issue
In the rare event that we make an error in engraving, personalization, or fulfillment, we will correct it at no cost to you. Please contact us within 5 business days of delivery with a description of the issue and we’ll take care of it promptly.
🔄 Plate Replacement Service
If you’ve made an error on your submitted text, we may be able to replace just the engraved plate for a lower fee, depending on the award style. Please contact our customer service team to discuss available options.
📬 Questions?
For help with any return, replacement, or shipping concern, please contact us. We're here to help.
