You MUST contact us before any item is returned. Unauthorized returns, for any reason, will not be accepted.
These are personalized products, therefore, all shipped sales are final.
When your order is complete, a receipt with all the order details will be e-mailed to you. Please review your order details and confirm that they are correct. If your order is not what you wanted or a mistake was made on your order, please contact us before 9:00 am CST and we will make the necessary corrections prior to shipping your order. State very clearly the corrections that need to be made to your order in your email. It is very helpful to us if you include a contact number where you can be reached for the next few hours. If we need to clarify something it is usually much quicker to resolve if we can call you rather than exchanging emails several times.
To Cancel a Processed Order
Orders must be cancelled prior to us making your item. Because these are personalized products, once the item is made the order cannot be cancelled. Please contact us immediately to see if a cancellation is allowed and we will assist you. Be sure to state very clearly your reason for the email. Example: Write Cancel Order in the Subject Line and in the body of the email. Provide us with your order ID, your name, etc. so that we may quickly locate your order.
If you notice any damages when you receive your order let us know immediately. You must contact us within 48 hours of receiving your order to receive a replacement. You can purchase replacement insurance during check-out to cover damages during shipping or lost packages. We cannot be held responsible for a package that is lost or damaged by the shipping carrier. If you declined shipping insurance, you will need to make a claim with your carrier. We will handle replacements on a case-by-case basis. Replacement orders, if authorized, will be shipped using the same information as the original order so please review your order confirmation immediately after placing your order to make sure everything is correct. No changes or substitutions will be allowed. Replacements will be sent to the original shipping address. All replacements are shipped via First Class mail regardless of the shipping method for the original order.
If there are any damages upon receipt of your order, please let us know. If you purchased the shipping insurance, you will receive an identical replacement at no additional cost. You must notify us within 48 hours of the delivery of your order to receive a replacement. Replacement orders will be shipped using the same information as the original order. No changes or substitutions will be allowed. You will be required to return the damaged items first to be able to receive a replacement.
Shipment Lost by Carrier
If your order is shipped but doesn't arrive, please let us know. If you purchased the shipping insurance, you will receive an identical replacement at no additional cost. You must notify us to receive a replacement. If your package was shipped USPS, please allow at least 3 weeks before sending a replacement request to be sure the package was lost and not just delayed by USPS. If your package was shipped by UPS or FedEx, we will have to investigate the lost package with the carrier to determine if it can be found before we can send a replacement. Regardless of the carrier, we will need a confirmation of the package being lost. Replacement orders will be shipped using the same information as the original order. No changes or substitutions will be allowed.