FAQ & Policies

FAQ:

Q: What is the best way to contact you?
A: Shoot us an email or start a chat with us and someone will response within 24 hrs.

Q: If I place my order today, when will it arrive?
A: All orders placed will be rushed free of charge and will be shipped within 1-2 business days from date of purchase!

Q: When will my order ship, and how long for shipping?
A: All orders will ship within 1-2 business days. Standard shipping within the US is estimated to take between 2 and 5 business days depending on your distance from Santa Cruz,California. If you need guaranteed delivery and or express shipping, contact us and we will provide express shipping options - 3 day, 2 day, and overnight available. For international orders, shipping to Canada normally takes 1-2 weeks, and all other countries, 1-3 weeks. DHL express delivery available, inquire for details.

Q: Can I order a replacement or addition to an order I have already received?
A: If you are ordering replacements or additions to a set you previously purchased, please send us a picture of each design type you already have so that we may match the new design to the old. The engraving height and size may differ slightly from the original set.

Q: Is there any way for my order to be shipped sooner than the posted turnaround time?
A: Yes! No date is too soon. We offer overnight rush processing as well as overnight shipping for any last minute needs!

Q: Can I cancel my order?
A: Yes. If you need your order canceled, please inform us ASAP as we cannot refund an order after it has been produced.

Before You Place Your Order...

Please ensure your text for personalization and shipping address is fully correct before submitting your order!

We know that all our customers would like to have their gifts as soon as possible, so we begin work on your order immediately when it is submitted. Because of this, we cannot guarantee that we will be able to make any changes to an order once it has been placed. If you do notice a mistake on your order and it has not shipped yet, please message us immediately!
Please write out all names, titles, dates, and any other text that should be engraved. To avoid confusion we do not automatically insert titles or any other  text based on which style you choose, so please write out everything to be engraved.
Your order will be personalized exactly as you submit it to us. Please be sure to list all instructions you may have, such as changing the font for certain characters, any modifications, etc. To avoid confusion, we do not make any modifications to the standard design templates shown, unless you specifically request it.
Mock ups / Proofs:
Unfortunately, we cannot provide proofs or mock ups except on orders with custom designed artwork. Requests for proofs will be disregarded unless you have paid for custom designed artwork. We copy and paste your text for engraving directly into the template chosen, preventing any typographical errors on our part. If we do make a mistake on the engraving and do not engrave as you instruct, we will correct it immediately and free of charge!


Refunds and Exchanges:

We don't make mistakes often, but in the rare event we personalize an order incorrectly or make another mistake, we will replace the items immediately and FREE of charge!

We believe in 100% customer satisfaction! For every customer, on every order. Getting your gifts engraved exactly the way you want them can be a challenging process, especially over the internet! We know this, so if your order doesn't arrive how you like it, just let us know! We will be happy to fix it! 

We are so confident in the quality of our products and service that we offer a lifetime replacement guarantee on all items purchased from our store. This means that if at ANY point your item stops working or is unable to be used due to a defect in workmanship we will replace the item with the original engraving at no charge to you!

All of our items are made to order, exactly to your specifications, and personalization is permanent! For this reason we cannot accept or offer any returns, refunds or exchanges. However, if we make a mistake, your item is not as described, or your item is damaged during shipping we will replace it on a RUSH!

Vinyl decal products require customer installation and may become damaged or unusable if installed incorrectly; we cannot refund or exchange any vinyl decal products. If you are unsure of your ability to install a vinyl decal (only the very detailed ones require real skill) any local sign installation professional can accomplish the job for you.


Shipping

Shipping Damage:
We pack very securely, but in the event that your item arrives damaged, please inform us within 48 hours of delivery. Please email a photo of the damaged items and cushioning inside the box to be eligible for a free replacement made and shipped to you on rush! Please note, to receive a free rush replacement, it is imperative that you do not use the items until you have taken a picture clearly showing the damage.
Returned Packages:
Please ensure your address is correct. If a package is returned to us because of an incorrect address provided on an order, you will need to pay for it to be shipped again. Please message us to make a payment and we will send the package again.

We cannot ship to flask box sets or orders totaling over 4lbs to Post Office Boxes.

International Orders:


Customs Fees / Duty Charges:
These will be the responsibility of the buyer. By purchasing an item from our shop, you agree to pay all customs import duties/fees, and/or VAT. Customs fees cannot be paid for beforehand, you will need to pay these if they are assessed to you, after your items have arrived in the destination country.

To calculate fee estimates, you may use: http://www.dutycalculator.com/new-import-duty-and-tax-calculation/

International Knife Customers:
Spring assist knives may be considered illegal in your country. We have had issues importing these items to Australia and the UK. If you purchase a knife from our store, ensure that it is not spring assist style if it is shipping to Australia or the UK. It is your responsibility to comply with all local laws in your area. We are not responsible for the loss of your package if you attempt to order spring assist knives and are shipping them to Australia or the UK. Such packages may be seized by customs without notice. Other countries may have similar laws, please be familiar with your local laws, as we cannot be responsible if your package is seized by customs in your country.

International Shipments:
By purchasing an item from our shop, you are acknowledging that it can be legally imported into your country. We will declare proper item value and descriptions when shipping, but are not responsible for items confiscated by customs officials due to import violations.
- If you are not certain of your country's import laws, please use this link: http://pe.usps.com/text/imm/ab_toc.htm