Return & Exchange Policy
Our custom print on demand products and cannot be restocked as they are made to order so WE DO NOT OFFER REFUNDS only exchanges due to damaged or wrong items shipped. Please do not confuse personally engraved items as only being made to order. All our products are printed after they are ordered in order to save on inventory costs due to our thousands of product variants. Laser engraving is an added option we have to our already made to order items.
We are not responsible for lost packages or those that say delivered by never arrived. Please contact your local post office before emailing us. We will try as best as we can to help. We use DHL for fulfillment who then has USPS deliver.
In most cases, we will replace your order if there is a problem such as a defect or broken in transit. Our process takes up to 5 business days to produce as we need to let the ink and glass on the jewelry settle and check for defects before shipping. Most defects happen in transit such as humidity issues that can cause bubbles and scratches. We will always replace those no questions asked.
The only time we will refund is if you decide to cancel your order within 8 hours of ordering. Refunds cannot be given 8 hours after the order is made as our automated process takes the item and puts it in production. After that point, and due to our order volume, it is too difficult to track down a single item and stop production as our customer service and product centers are in two different locations. If you wanted to change something after production has started we can give you a discount on another order but unfortunately, due to our volume of orders, we cannot stop production to track down one order or cancel. Our products are made and shipped from New Jersey but our designers, customer service, and other team members are located outside of the fulfillment area which is why the process is automated the way it is.
Our return/exchange policy lasts 30 days. To be eligible for a return, you must email us photos of the defect so we can pass those along to the fulfillment team that will be making you a new piece and shipping it out. We need to account for all our replacements.
To complete your return, please include either the name the item was ordered under, the email address, or the order # preferably. Receipts are not in the package as most of these items are gifts.
TO START A REPLACEMENT ORDER: It is important you contact our support desk at firstname.lastname@example.org to confirm our Nevada return center address and start a paper trail of the exchange. Do not ship it back to our fulfillment center address in New Jersey which is the address on the envelope. Once you have the return address please mail it then email us the tracking # so we can monitor it. WE DO NOT PROVIDE RETURN SHIPPING LABELS. Returns are at the buyer's expense. PLEASE USE UNITED STATES POSTAL ONLY. UPS and Fed Ex do not deliver to our PO BOX.