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10 Big ReasonsRefunds and Replacements
Refunds & Replacements
We take great care in designing, crafting, and packaging your awards. Because each item is made to order—often personalized or customized—we are unable to accept returns on:
· - Custom or special orders
- Items featuring logos or personalized text
If you’re ever unsure whether your order qualifies as a custom item, feel free to contact us before placing it. We’re happy to help clarify.
🛠️ If Your Item Arrives Damaged
We’re here to make it right. If your shipment arrives damaged, please contact us as soon as possible so we can arrange a replacement.
What to do:
1. 1. Inspect the shipping box:
- If it’s visibly damaged, take a clear digital photo before opening.
- If the box appears undamaged, no photo is needed.
2. 2. Contact us for an RMA number (Return Merchandise Authorization).
3. 3. Repack the item, ideally in the original container. Include:
- A copy of your receipt
- Your RMA number
4. 4. We’ll arrange pickup and cover return shipping costs. As soon as we receive the damaged item, we’ll ship a replacement at no additional cost.
🔁 If There’s a Production Issue
In the rare event that we make an error in personalization, engraving, 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 right away.
🔄 Plate Replacement Service
If we've made an error on your award, we will of course replace the award immediately and at no cost to you. If you’ve made an error, 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.