Returns, Refunds & Cancellations Policy

OVERVIEW

Ironwall Engraving sells a mix of ready-to-ship items and custom, personalized, engraved, or made-to-order products. Refund and return options depend on the product type, production status, proof approval, timing, and reason for the request.

Customer support: contact@ironwallengraving.com

HOW TO REQUEST HELP

Email us at contact@ironwallengraving.com with:

• Your order number.
• The email address used at checkout.
• A short description of the issue.
• Photos, if the item is damaged, incorrect, defective, missing contents, or affected by shipping damage.

For damaged, incorrect, or missing items, include clear photos of the product, packaging, shipping label, and any visible damage.

IMPORTANT DEADLINES

Unless a longer period is required by law or confirmed by us in writing:

• Damaged, incorrect, defective, or missing-item claims should be reported within 7 calendar days after delivery.
• Return requests for eligible non-personalized, ready-to-ship items should be made within 14 calendar days after delivery.
• Cancellation requests should be made before production begins.

Delayed reports may limit our ability to offer a remake, replacement, refund, carrier claim, or other resolution.

CUSTOM, PERSONALIZED, ENGRAVED, AND MADE-TO-ORDER ITEMS

Many Ironwall Engraving items are custom, personalized, engraved, or made to order. These products may include custom binders, PSA-style displays, collector accessories, engraved keepsakes, names, dates, logos, artwork, messages, customer-selected layouts, customer-submitted files, or other personalized details.

Custom, personalized, engraved, or made-to-order products are generally not returnable or refundable for:

• Buyer's remorse.
• Change of mind.
• Customer-submitted spelling errors.
• Wrong names, dates, initials, numbers, logos, artwork, or text submitted by the customer.
• Wrong product, color, size, quantity, or variant selected by the customer.
• Approved design-proof choices.
• Low-resolution or unsuitable artwork submitted by the customer.
• Unauthorized artwork, logos, character art, or other content submitted by the customer.
• Address errors submitted by the customer.
• Missed deadlines that were not guaranteed in writing.
• Normal handmade, material, color, grain, finish, or engraving variation.

WHEN PRODUCTION BEGINS

For cancellation and refund purposes, production may begin when we start any order-specific work, including design setup, artwork cleanup, file preparation, proof creation, layout work, material selection, engraving setup, test engraving, cutting, engraving, finishing, packaging, or other work specific to your order.

Once production begins, cancellations and refunds may be limited or unavailable because labor, materials, and custom setup may already be committed to your order.

CANCELLATIONS BEFORE PRODUCTION

Custom orders may usually be cancelled before production begins.

If the cancellation is approved before production begins, we will issue a refund to the original payment method, minus any non-refundable charges that were clearly disclosed or already incurred, such as completed custom design work, rush fees, special-order materials, payment processing costs where allowed, or other costs allowed by law.

CANCELLATIONS AFTER PRODUCTION BEGINS

If production has already begun, we may decline cancellation or offer a partial refund depending on the stage of production, labor completed, materials used, design work completed, engraving progress, and whether the product can be resold.

If engraving or production is complete, custom items are generally not cancellable or refundable unless we made an error, the product is defective, or the item arrives damaged.

DESIGN PROOFS AND APPROVALS

If we provide a proof, review it carefully. Proof approval means you approve the spelling, layout, size, placement, artwork, product, color, text, and design choices shown.

After proof approval, customer-requested changes may require extra charges or may not be possible.

If a proof contains a mistake that came from customer-submitted information and the customer approves it, the final product may not be eligible for a free remake or refund.

READY-TO-SHIP, NON-PERSONALIZED RETURNS

Non-personalized, ready-to-ship items may be eligible for return if:

• The return is requested within 14 calendar days after delivery.
• The item is unused, undamaged, clean, and in original condition.
• The item includes original packaging and any included accessories.
• The item is not marked final sale.
• The item is not personalized, engraved, made to order, or customized.
• We approve the return before the item is shipped back.

Do not mail a return without approval. Unapproved returns may be rejected, returned to sender, or delayed.

NON-RETURNABLE ITEMS

Unless required by law or caused by our error, the following are generally non-returnable:

• Personalized, engraved, custom, made-to-order, or customer-approved products.
• Products altered, used, damaged, installed, modified, or mishandled by the customer.
• Products damaged by improper storage, moisture, heat, chemicals, drops, misuse, pets, children, or unauthorized modifications.
• Items marked final sale, clearance, sample, prototype, imperfect, or as-is.
• Completed design work, setup work, artwork cleanup, proof work, rush fees, special-order materials, and shipping charges.
• Gift cards, digital files, or downloadable products if offered.

IF WE MAKE A MISTAKE

If we send the wrong item, engrave the wrong approved text, produce the wrong approved design, or make a production error, contact us within 7 calendar days after delivery.

Depending on the situation, we may offer a remake, replacement, repair, partial refund, full refund, return label, or other reasonable solution.

We may require photos, return of the affected item, or other information before issuing a replacement or refund.

DAMAGED ITEMS

If an item arrives damaged, contact us within 7 calendar days after delivery and include photos of the product, packaging, and shipping label.

Keep all packaging until the issue is resolved. We may need packaging photos or inspection for a carrier claim.

Depending on the situation, we may offer a remake, replacement, partial refund, full refund, carrier claim assistance, or other reasonable solution.

LOST, STOLEN, OR DELAYED PACKAGES

Lost, stolen, delayed, or misdelivered packages are handled under our Shipping & Delivery Policy.

If tracking shows delivered but the package is missing, we may ask you to check nearby delivery locations, neighbors, building management, or your local post office before we determine next steps.

Porch theft or loss after a delivery scan may not qualify for a free replacement or refund, but we will review the situation.

RETURN SHIPPING

Return shipping is generally the customer's responsibility unless the return is caused by our mistake, confirmed shipping damage, or another reason for which we agree to provide a return label.

If you return an item, use a trackable shipping method and package the item carefully. We are not responsible for returned items that are lost, damaged, or returned without approval.

REFUND METHOD AND TIMING

Approved refunds are issued to the original payment method through Stripe or the payment provider used for the order.

After we issue a refund, bank, card, and payment-provider processing times can vary. We cannot control how long your bank or card issuer takes to post the refund.

Refunds may be partial if only part of an order is affected or if non-refundable charges apply.

SHIPPING CHARGES, RUSH FEES, AND DESIGN FEES

Original shipping charges, upgraded shipping, rush fees, completed design work, setup work, special-order materials, and completed custom labor may be non-refundable unless required by law or caused by our error.

CHARGEBACKS AND PAYMENT DISPUTES

If you have a problem with an order, contact us first so we can review it. Filing a chargeback does not cancel these policies or override proof approvals, production status, shipping records, or customer-submitted content responsibilities.

We may provide order records, tracking, proof approvals, communications, photos, and policy records to the payment processor or card network in response to a dispute.

FRAUD, ABUSE, AND POLICY MISUSE

We may decline refunds, cancel orders, restrict future purchases, or require additional verification if we suspect fraud, abusive return behavior, repeated false claims, payment misuse, or policy abuse.

CONTACT

For refund, return, cancellation, damage, or replacement requests, contact:

Ironwall Engraving

Email: contact@ironwallengraving.com