Refunds and Cancellation Policy

We have the following policy regarding refunds and cancellations.

Refunds

If you are not satisfied with a purchase you have made from us, we will refund you the full amount of what we collected from you, providing however, at least most of the time, that you return the item to us at your expense. Requests for a refund must be made within 30 days of receipt of your item from us. 

If you are not satisfied with the quality of a finished personalized item, we generally request, but don’t require, that you allow us to redo the item at our expense before deciding on a refund. This request is not because it costs us less to redo the item, (in fact, it very often will cost us more), but rather because we take tremendous pride in our work and greatly value our customers. Moreover, when we receive an item we can fully evaluate what happed, and that will very often lead to an improvement in our procedures, materials and/or equipment.

Note that if you have purchased an item we manufacture from a retailer other than us, we require that you return it to that retailer for a refund. However, if you simply have a question about the item, or your item has a defect, please contact us through the various options presented on the customer service page of this site and we will be sure to answer your question or resolve your defect in a timely fashion.

Cancellations

If you have ordered a consumer kit from us, you may attempt to cancel your order by contacting us through one of the methods offered on the Customer Service page of the website. If we can stop the order before it has been processed for shipping, you will be given a full refund. If the kit has already been processed for shipping, you will need to wait to receive it and then follow the process above for receiving a refund.
If you have sent in materials or have completed an online project for production into a personalized item, you must wait to receive the item back from us and follow the process above for receiving a refund. In order to provide the best possible quality at an affordable price and in a timely fashion, we have developed very efficient and semi-automated production procedures that make it difficult to locate and stop the production of a personalized item that has been submitted for production.

Policy Modifications

We may change this Refunds and Cancellations policy from time to time so be sure to check back periodically. However, please be assured that if this policy changes in the future, we will not apply the new policy to your circumstance if it occurred before the new policy was implemented, and it is not in your favor to apply the new policy. In that case, we will apply the previous policy.