Returns & Cancellations

What if I received a damaged item or items are missing from my order?

If part of your order arrives damaged or there are items missing, please contact customer service immediately (but no later than 30 days) so we can resolve the issue. Please keep the original box, packaging materials, as well as any paperwork that came on or in the box. We may request that you email us a photograph of the damaged box and/or items to help expedite the claim.

Please Note: In some cases, if damaged items are under $10 in value, we may not be able to send replacements. In those cases, a refund will be issued. We recommend ordering a small number of extra pieces of breakable items to cover all contingencies.


How do I Return an Item?

Please check your order carefully to ensure that all items meet your expectations. If you are not happy with your items, please contact us for a RMA (Return Authorization Number) before returning your items to us. Items must be returned within 30 days of receiving the order and be in their original packaging (unused and unworn) to be accepted for a return.

The following items DO NOT qualify for a return:

  • Personalized items (including items ordered blank or with no personalization selected or entered, and items sold with stickers as a kit - We do not stock these items and therefor they cannot be returned.)
  • Special order items as listed on the website
  • Food products including candy, chocolate, and other edible products.
  • Items correctly personalized
  • Items marked as “Clearance”, “Final Sale”, “Limited Stock”, and “Limited Quantities”
We recommend using a shipping service that will provide a tracking number. Products damaged or lost during return shipping will not be refunded.
**Please note if your return puts you in a different volume price category the return price and per piece charge will be changed. Please contact us if you are unsure if your return will be affected.

Once the items are returned to us we will process a refund to the original method of payment within 5-7 business days. You will receive notification via email once the refund has been processed. Please note the following items are non-refundable: Shipping charges, set-up and/or personalization charges, rush charges, and other service charges.


How do I cancel an order?

Please contact us immediately (within 24 hours) if you need to cancel your order. We will do our very best to accommodate you but in some instances we will not be able to cancel the order. Rush orders are processed immediately and cannot be cancelled.

Please note the following items are not eligible for cancellation once we begin to process the order:

  • Personalized items (including items ordered blank or with no personalization selected or entered, and items sold with stickers as a kit)
  • Special order items as listed on the website
  • Food products including candy, chocolate, and other edible products.
  • Items correctly personalized
  • Items marked as “Clearance”, “Final Sale”, “Limited Stock”, and “Limited Quantities”

**Please note if your cancellation puts you in a different volume price category the return price and per piece charge will be changed. Please contact us if you are unsure if your cancellation will be affected.


Refused Orders and Undeliverable Orders

If a delivery is refused for any reason, considered undeliverable due to an invalid shipping address entered by the customer, or if a package is returned to us and marked as “unclaimed” by the courier, the customer is responsible to pay for return shipping charges (to us). If the customer would like to us to re-ship the order, the customer is responsible for shipping charges to re-ship the package. If the customer would prefer to cancel the order, the cost of return shipping (to us) will be deducted from the refund amount. Standard cancellation policies will still apply. Please check our return policy for eligibility.