Guarantee, Refunds, and Returns Policy
Overview
Because our products are custom engraved and personalized specifically for you, most items are made to order and cannot be resold once engraved. For that reason, our return policy for engraved goods is different from standard retail returns. Please read this policy carefully before placing your order.
We stand fully behind the quality of our work. If we make a mistake, we will make it right. This policy explains when a return, replacement, or refund applies, and how to request one.
Engraved and Personalized Items
All engraved items are non-returnable and non-refundable. Please double-check your spelling and engraving details before you finalize your order. Spelling or personalization errors in the information you submit do not constitute an error on our part if we engrave the item correctly according to your order.
If we make a spelling or engraving error on our end, we will re-engrave the item to your original specifications and ship you a new piece at no cost to you.
We will also replace or refund an engraved item at no cost to you if:
- The item arrives damaged or defective.
- We shipped the wrong item.
- There is a manufacturing flaw in the product itself.
Character Limits
Engraved items are subject to a character limit, and characters include letters, punctuation, and spaces. This limit exists to keep the engraving legible and to best serve you. If an inscription runs over the character limit, we cannot guarantee the quality of the engraving. The longer the inscription runs past the limit, the smaller the engraved text becomes.
Non-Engraved Items
If you order items that are not engraved and wish to return them, you may do so within 20 days of purchase. Items must be returned in perfect condition, unused and undamaged, in their original packaging, along with a copy of your online invoice to receive your credit.
Special order items, items that show signs of wear, and items that have been altered or sized are not covered by this return policy.
Reporting a Problem
If your engraved item qualifies for a replacement or refund under the conditions above, contact us within [7] days of delivery at engravingshop@eaglecom.net or 785-621-2730. Please include:
- Your invoice number
- The item number or numbers involved
- A clear photo of the item, including the engraving
- A description of the issue
This helps us resolve it quickly and file any shipping damage claims when needed.
Return Authorization Number (RA#)
Before returning any item, you must contact us for a Return Authorization Number (RA#). Items that arrive without a valid RA# clearly visible on the outside of the package will be refused and returned to sender.
To request an RA#, call 785-621-2730 or email engravingshop@eaglecom.net. Be sure to provide your invoice number and the item numbers for everything you are returning.
Sending Returns
Send all returns, along with a copy of your invoice and your RA# clearly marked on the outside of the package, to:
EngravingShop.com
1009 Main Street
Hays, KS 67601
Packages that are undeliverable or refused upon delivery are subject to an additional $20 charge, which will be deducted from your credit. Refused packages that contain engraved items will not be credited.
Refunds
Please allow up to 10 days for us to process your return credit once we receive and inspect your approved return. We will notify you by email when your return is received and let you know whether your refund is approved. If approved, your credit is applied to your original method of payment. Processing times on your bank’s end may vary.
Late or Missing Refunds
If you have not received an approved refund yet, first check your bank account again. Then contact your credit card company, since it may take some time before the refund is officially posted. Next, contact your bank, as there is often processing time before a refund posts. If you have done all of this and still have not received your refund, please contact us at engravingshop@eaglecom.net.
Return Shipping
If a return or replacement is approved because of an error on our part, we cover return shipping. For any other approved return, you are responsible for return shipping costs, and those costs are non-refundable. We recommend a trackable shipping service or shipping insurance, since we cannot guarantee we will receive your returned item.
Please do not send items back to the manufacturer. Return only to the address above, with your RA# clearly marked.
Need Help?
Contact us at engravingshop@eaglecom.net or 785-621-2730 with any questions about refunds, returns, or personalization. We are happy to help before you order to make sure every detail is right.