Terms and Custom Order Policies
quotes 7 to 14 Days: for specialty metals, custom-ordered blanks, or heading into a busy seasonal rush.
14 Days: for custom promotional or corporate jobs where item availability fluctuates rapidly.
30 Days: standard baseline for everyday personalized or stocked items.
Production starts only after you receiving two things: a signed proof and a deposit. Proof approval formal agreement where the customer gives the green light on the design before the laser touches the material this will include one revision. Please review this proof carefully.""Your approval confirms all spelling and layout are correct.""My shop is not responsible for errors found after approval.""Approved proofs are final and cannot be refunded." additonal revisions will be charged at the current hourly rate. Customer owns their artwork.
​Full Refund: Allow cancellation for a 100% refund.
​No Penalty: No work or material prep has started yet.After Approval, Before Laser Fires
Partial Refund Only: If they cancel now, charge a restocking fee (usually 15% to 25%).
Keep Deposit: Keep their deposit to cover your design time and the cost of ordered blanks.No Refund on Custom Items: If you ordered blanks you cannot reuse, the customer pays for them.
After the Laser Fires Zero Cancellation: The job cannot be canceled or refunded.
Full Payment Due: The customer owes the full quoted amount. "Due to the permanent nature of laser engraving, personalized items cannot be returned, exchanged, or refunded. Please review your digital proof carefully before signing off."
Rush Charges Next-DaDamaged Packages: The 48-Hour RuleIf a package arrives broken, cracked, or bent, you must act fast to file a claim with the shipping carrier.
Demand Photo Proof: The customer must send photos of the broken item and the damaged shipping box.
Set a Deadline: Require the customer to report damage within 48 hours of delivery. If they wait two weeks, the shipping company will deny your insurance claim.
Keep the Packaging: Tell the customer to keep the box and packing materials. The post office sometimes asks to inspect them in person.
The Fix: Remake the item for the customer right away. Do not make them wait for the shipping company to pay you back.
Lost Packages: The Waiting Period. A package is not officially "lost" just because it is a few days late.
Check the Tracking: Look at the last scanned location.
The Waiting Window: Make the customer wait 7 business days past the estimated delivery date. Packages often get stuck in transit hubs and show up late.
File a Missing Mail Search: Submit a help request on the carrier's website to trigger a manual search for the box.
The Replacement: If the package is still missing after 7 to 10 business days, declare it lost. Remake the order and ship it outy Turnaround: 100% to the total cost.2 to 3 Business Days: 35% to the total cost. The customer pays all standard shipping fees. Local pickup by appointment only. "Local pick-up is available by appointment only once you receive a 'Ready for Pick-Up' notification. Orders must be paid in full prior to scheduling. Items not picked up within 30 days of notification will be considered abandoned and disposed of without a refund. Please inspect your items carefully upon receipt, as all sales are final once they leave our premises."
When the Shop is at Fault Proof Mismatch: The engraving does not match the text or layout approved on the final proof.
Bad Craftsmanship: The engraving is crooked, scorched, or unevenly burned.
Damaged Goods: The blank item has physical flaws, like scratches, cracks, or dents, before you ship it.
Wrong Item: You engraveIf the finished item matches the approved proof, the customer is responsible. This includes: Approved Typos: Spelling or date errors that were visible on the signed proof.
Wrong Choice: The customer selected the wrong size, color, or product variant during ordering.
Vague Instructions: The customer did not specify a layout, and you used your best professional judgmentd the correct design but on the wrong size, color, or material shop makes mthe item at no cost again. When the Customer is at Fault "Defects or errors must be reported with photo proof within 48 hours of delivery. Items that do not match the approved digital proof will be replaced at no cost. Errors present on the approved proof are the responsibility of the customer, but may be remade at a courtesy discount." Customer Fault: Offer to remake the item at a 25% courtesy discount, plus shipping costs