We want you to be happy with your purchase! We guarantee the quality and workmanship of every item. If you are not satisfied with your order for any reason, please return it to us within 30 days of purchase for a refund. Items that are customized, personalized, or made-to-order cannot be returned or exchanged unless they arrive damaged or defective. Shipping and gift wrap charges are not refundable.
How to Return Your Order
To return merchandise, please contact our Customer Services department by email ([email protected]) to obtain your Return Merchandize Authorization number. Please return your merchandise within 30 days of the day you received your order.
Label the box with the RMA number, package the items carefully, send to the address listed below, and ship using a carrier that provides tracking such as the U.S. Postal Service or UPS. All returned items must be in their original packaging and in the condition in which they were received.
Note: shipping and gift wrap charges are not refundable unless the item is damaged or defective.
Packing and Sending Your Return
You can pack and send your return to us in just a few simple steps:
1. Pack the items securely with your original packing slip. You can use the box the items arrived in or another box if needed. All returned items must be in their original packaging and in the condition in which they were received.
2. Write the following address on the package:
615 E Westinghouse Blvd
Charlotte, NC 28273
3. Take your package to the post office or shipping center. Please note: if the return is not due to our own error, the shipping cost for the returned item is your responsibility.
While we do have a process for replacing an item, we do not process exchanges, technically speaking. Upon receipt of the merchandise, we will first issue a refund via the original form of payment. After that, we request that you place a new order. If you were a gift recipient, we will issue a gift card for the value of the merchandise. Here are the steps for returning an order to obtain a replacement:
1. Contact our Customer Care team. They will help you return the item you do not want.
2. Place a new order for the item that you want. You do not have to wait for us to receive the returned item to place this new order.
3. Once we receive the returned product, we will process your refund within 7–10 business days. (Please allow additional days for the refund to appear on your account according to the regulations of your bank.)
We guarantee our workmanship. Rest assured that your item will be personalized just as you ordered it—and please double-check all names, dates, and spelling before placing your order. Personalized orders cannot be canceled and are not returnable unless they are damaged or defective or if there is an error in our workmanship.
Defective or Damaged Items
Please keep the original shipping container and packing material, as this may be required for insurance claims. Please contact us before sending back the damaged item.
Orders Returned After 30 Days
Orders that were delivered more than 30 days ago may not be eligible for return. Please contact us and we will determine your eligibility to return the item.