Because all of our products are individually customized and permanently marked, we cannot accept returns. Please see our policies below regarding order errors and shipping breakage.
Approval before Engraving
In order to ensure you are happy with your customized order, we will send an e-mail with a proof for your review and approval before beginning engraving. This may add an extra day or two to the process but is worth it to ensure you are completely satisfied before production begins.
Reproduction of Previous Engravings
One of the great services we offer is reproduction of previous engravings. Many customers take advantage of this to ensure that when they add additional items to their collection, the new items match. Some modifications may be needed due to product engraving size, location, and/or material, but overall the results will be similar to previous engravings.
We will immediately replace an item at no charge if we make an error on the engraving. However, if the error was not caught during the approval process then we cannot be held responsible. While we will attempt to clear up any uncertainties, in general we will follow what is on the approved proof. Please proofread orders before submitting them.
There is always the possibility of breakage when shipping fragile items, no matter how well they are packaged. We will issue replacements for any glasses that are broken during shipping, at no cost to the customer. Please note the following:
• We must be notified of the breakage at the time of order receipt.
• Broken glasses and packaging should temporarily be held in case our carrier elects to come inspect or recover the damaged goods.
• Replacements will normally be shipped via the same shipping method that was selected on the order form. If Ground shipping was used for the original order, it will also be used for the replacement shipment.
Orders are fully cancellable prior to order production. However, refunds cannot be given once orders have been engraved. Changes may be made at any time prior to order production, but a charge will apply if changes are requested after the order has already been engraved.
To return your product, you should mail your product to: 3239 E. Joppa Road Baltimore Maryland US 21234
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.