Products with NO PERSONALIZATION are eligible for returns but must be in good condition and sent back in the original package sent to you. You are responsible for the return postage back to our facility. Exceptions are if you received a wrong product, personalization was in error, or damaged via courier. Personalizations are taken EXACTLY as noted on the order. If you entered the correct info and the error was on our part (misread or typo), we will replace the product at no extra charge to you. We do not accept returns if you entered an incorrect letter or date.
Our memorial products are shipped via FEDEX within the United States and International. We do not ship to P.O. Boxes and only deliver to physical addresses. We try and take all precautions when shipping our products to ensure minimal to no damage is done during transit. Sometimes, no matter what our effect, things still happen and are beyond our control. if you receive an item that is damaged, please take a photo and email it to us so we can either send you a replacement or provide you with a full refund.
It is important when placing an order to ensure you give us sufficient time for production. Often personalized items require care when engraving and we do not want to rush any personalization since it often can result in error. Also allow sufficient time for the actual transit time by FedEx. Transit time is the time it takes for them to deliver it to your specific location. Once you factor in production and transit times, select your shipping rate accordingly. If you do not allow enough time for production and transit, your order may be delayed and will not arrive at the time you specify on the order. International orders, please allow for customs processing.
Here is the breakdown on approximate transit times provided by FedEx or UPS. It's important to note these transit times ARE ESTIMATES.
Economy Home Express / Ground Shipping: 3 Business Days in Transit
2 Day Shipping: 2 Business Days
Overnight: Next Business Day
FedEx and UPS also offers priority services for overnight and 2 day shipping where you can specify the time of day of delivery. For example, overnight delivery is offered 3 options: First, Second or Standard. First is delivered first thing in the morning around 8AM, second delivery is usually before 12Noon and standard is before 5PM on a business day. The same timeframes are presented in the 2 day delivery. The options may vary depending on location as some locations are not offered all the delivery time options.
Please note deliveries are on Business Days, Monday through Friday with weekends and holidays excluded. Saturday deliveries are available depending upon your delivery locations. If you are not provided a Saturday delivery at checkout, that means your location does not current have a Saturday delivery so your next delivery will be on Monday, if it is not a holiday.
If you need to upgrade your shipping after you placed your order, please contact our shipping department immediately or send us a note via your account for your order. We will confirm. Upgrades to shipping will incur additional costs. If you would like a quote on the various upgrade shipping costs, please call our shipping department at: 1-800-773-9026 ext. 120. They will be able to provide all upgraded costs via FedEx. We do not ship through any other means except FedEx.
As always, if you have a question or are unsure of a specific delivery timeframe, we urge you to contact our customer support by phone so we can assist you. Shipping can be delayed with unexpected occurrences such as weather and is beyond our control. We do not provide refunds if shipment is delayed by weather issues.