Effective Date: September 6, 2026 · Last Updated: October 18, 2026
Most products we make are engraved, printed, embroidered, cut, or personalized specifically for you. Because custom products cannot be resold, this policy is different from a typical retail store. Please read it before you approve a proof or place an order. This policy is part of our Terms of Service; by approving a proof, paying a deposit, or placing an order, you agree to it. We may update this policy. The version posted on the day you approve your proof or place your order applies to that order.
All engraved, printed, 3D-printed, embroidered, sublimated, laser-cut, custom-designed, and otherwise personalized products, including custom signs and custom apparel, are made to order and non-returnable. We do not accept returns, exchanges, or refunds on custom products for reasons including:
The only exceptions are defects in materials or workmanship, or a product that does not match the approved proof, as described in Section 4, and damage in shipping, which is handled under our Shipping Policy, Section 8.
Production does not begin until you approve a digital proof in writing, for example by replying "approved" to the proof. The proof is your opportunity to catch mistakes, and once approved it is the final specification for your order.
By approving a proof, you confirm that you have personally reviewed and accept:
Once a proof is approved, our responsibility is to produce exactly what you approved, within the normal variation described in Section 5, and you are fully responsible for any error that appears in the approved proof. If a mistake is discovered after production begins, correcting it is a new order at your expense, including materials, labor, and shipping. We do not issue refunds, credits, or discounts for errors in approved proofs.
Additional rules:
We stand behind our work. If a product has a defect in materials or workmanship, or if we produced something that does not match the approved proof (outside the tolerances in Section 5), we will make it right.
How to file a claim — all steps are required:
What we will do: At our option, we will remake the affected items, repair them, or refund the purchase price of the affected items only. Remake is our standard remedy. Refunds are issued to the original payment method after we receive and inspect the returned items, typically within 5 to 7 business days. Shipping charges are refunded only if the entire order is defective. Refunds are never greater than the amount you paid for the affected units.
Claims not honored: Claims submitted after 7 days, without photographs, without the affected products available for inspection, or for products that have been used, washed, altered, or distributed, cannot be honored. Failure to notify us in writing within 7 days constitutes acceptance of the order.
The following are normal characteristics of custom production and are not grounds for a remake, return, credit, or refund:
If you supply your own items to be engraved or decorated, you accept that there is an inherent risk of damage during the process, especially with used, coated, irregular, or previously decorated items. We will use reasonable care, but we are not responsible for replacing or reimbursing customer-supplied items that are damaged during production, and decoration charges for damaged pieces are not refundable. A spoilage allowance of up to 3% (minimum one piece) is expected. We strongly recommend supplying at least one extra piece per design for testing; if you decline, you accept the results. Customer-supplied items not claimed within 30 days of notification may be treated as abandoned.
Ready-made pieces bought at checkout (such as tees from Our Collection) and blank, non-personalized stock items may be returned within 14 days of delivery if unused, unworn, unwashed, in original condition, and in original packaging. Any ready-made or stock item that we personalize for you is a custom product under Section 1. Contact us for a return authorization number before shipping anything back; returns without authorization are refused. You are responsible for return shipping. A 15% restocking fee applies. Refunds are issued to the original payment method after inspection, less original shipping charges. Items that arrive used, damaged, incomplete, or without authorization will not be refunded and may be returned to you at your expense.
Many products, such as apparel, drinkware, signage components, awards, and promotional items, are decorated on blank products made by their manufacturers, and some ship directly from the facility where they are produced (see our Shipping Policy, Section 10). These products are subject to availability and, where applicable, the manufacturer's warranty, which we pass through to you to the extent transferable. If an item is discontinued or cannot be produced after you order, we will offer a comparable substitute or refund that item. Our own warranty on these products is limited to the decoration matching the approved proof; defects in the blank product are handled through the manufacturer's claim process, which we coordinate on your behalf.
Deposits on quoted orders confirm your order and reserve production time. Deposits and design or setup fees are non-refundable once design work, proofing, or material ordering has begun. If we are unable to fulfill your order for a reason on our end, your deposit will be refunded in full and that refund is our sole liability.
If a shipment is refused, is returned as undeliverable due to an incorrect or incomplete address you provided, or a local-pickup order is not collected within 30 days of notification, the order is considered fulfilled and accepted and is not eligible for a refund. Reshipment will be charged at current shipping rates. Storage fees may apply after 30 days, and unclaimed orders may be disposed of after 60 days without refund.
Contact us before disputing a charge; we resolve most concerns within two business days. If you initiate a chargeback for an order that was produced according to an approved proof and was delivered, made available for pickup, or shipped to the address you provided, the chargeback is improper. We will contest it with your written proof approval, production records, photographs, and delivery confirmation, and you agree to reimburse us for the disputed amount plus chargeback fees, collection costs, and attorneys' fees. We may refuse future service to customers who file improper chargebacks.
We reserve the right to decline future orders from customers who submit repeated claims that we determine to be unfounded, who refuse to return products for inspection, or who use products and then request refunds.
Questions about an order, or need to file a claim?
Inland Engravings
Email: info@inlandengravings.com
Phone: (909) 265-3656
We aim to respond to written claims within 2 business days.