Replacement Policy

A replacement may be approved, at our discretion, in the following situations:

• Production error — incorrect engraving or personalization, or an incorrect item sent.
• Manufacturing defect, verified by our team.
• Carrier-confirmed loss in transit, subject to carrier and/or insurer verification.

Supporting documentation may be required to review the request, including photos of the item, packaging and shipping label.

To request a replacement, please provide the following:

• Order number.
• Name and email used at checkout.
• A brief description of the issue.
• Photos when applicable — clear images of the item and the affected area (engraving, personalization or damage).

If a shipment is delayed or believed lost, claims may be handled through Shipsurance, a third-party shipping insurer. When a Shipsurance claim is required:

• The buyer must fully cooperate and complete all steps requested by Shipsurance to verify the claim.
• This may include completing forms, submitting documentation, confirming delivery details and responding within required deadlines.

Failure to cooperate, refusal to provide required information, or missed deadlines may result in claim denial and may also result in denial of a replacement, as the shipment cannot be verified as lost or eligible. Replacement approval for delay or loss situations depends on successful verification through the carrier or insurer process.

If tracking shows Delivered but the package is reported as not received, additional verification steps may be required. These may include address confirmation and carrier or insurer procedures. A replacement may be issued only after review and, where applicable, insurer verification.

Once a replacement is approved and issued, the order becomes final sale. This means:

• No refunds for replacement orders.
• No additional exchanges.
• No further replacement remakes.

This applies to all replacement shipments, including goodwill replacements and corrected remakes.

If a replacement is issued and the original package is later received, the buyer must return the duplicate item.

• Return instructions will be provided.
• If duplicate item(s) are not returned, we may invoice the buyer for the retained item or, where permitted by law and authorized by our terms or payment method, charge the original payment method for its value.

This requirement exists to prevent duplicate fulfillment and ensure fair outcomes.

Refunds are not available for replacement orders. If a refund is requested after a replacement has been issued:

• All items received must be returned, including the original item and any replacement item(s).
• Items must be returned in the condition required by our other published policies and applicable law.
• Any refund determination will be made after all items are received and inspected.

Requests that do not include the return of all items received will be denied.

A replacement request may be denied if:

• Required documentation is not provided.
• Shipsurance or carrier claim requirements are not completed.
• The issue results from misuse, improper care, alteration or normal wear.
• The request falls outside required reporting timelines stated in our other policies.

This policy does not limit any rights you may have under applicable consumer protection laws in your jurisdiction.

By proceeding with a replacement request or accepting a replacement shipment, the customer acknowledges and agrees to comply with this Replacement Policy, our Fraud & Abuse Policy, and all related store policies.