Shipping & Returns
To our valued customers:
It is our goal to ensure that you are 100% satisfied with your purchase. In doing so, we take extra time and care in the creation of everything in our shop (if we are not satisfied with the result).
Because we work with natural organic materials such as wood, metals, stone and even acrylics, it is not uncommon for these materials to have natural anomalies like dark or light spots, knots, swirls, specks and sometimes uneven spots. Please note that these are not defects but are naturally occurring unique characteristics or “personalities” and we work with them as best as possible.
All of our products, pre and post packaging are photographed for quality control purposes. It is our goal that your purchase is received the way it left our shop – in perfect condition.
We hope you won’t need this information, but as things sometimes go wrong, here’s our return policy and what we can do to try to make it right.
returns, Refunds & Cancellation
PERSONALIZED/CUSTOM ITEMS
We want to make sure that you are fully satisfied with your purchase so if there are any issues with your custom gift, please contact us within 7 business days of delivery so that we can work with you directly to resolve any issue.
Due to the customization of our laser-cut products, we do not offer refunds, returns or exchanges. However, if your item is defective, or there is an engraving error on our part, we will send a replacement of the same item.
Replacement items will be sent using the same shipping method as paid for on the original order– if your order requires expediting, there may be additional fees.
Please confirm the address entered at checkout, or on PayPal or Venmo, matches your shipping address as that will be the address we ship to. Additional charges due to insufficient address or return shipments will be billed to the customer.
IMPORTANT: Misspellings, incorrect dates, or any other typographical errors are not subject to refunds or exchanges since the customer must approve all information utilized for customized designs prior to engraving.
*Shipping damage is not deemed as a defect in the product and you will need to file your claim with the shipping carrier directly. We can provide you with whatever information needed to assist you with the claim process.
PRE-MADE, NON-PERSONALIZED OR SALE ITEMS
All sales are final. NO REFUNDS. Exchange of a “defective” product may be approved. Please contact us for instructions and refer to the “Defective Products” information below.
*Shipping damage is not deemed as a defect in the product and you will need to file your claim with the shipping carrier directly . We can provide you with whatever information needed to assist you with the claim process.
DEFECTIVE PRODUCTS (for non-custom/personalized items or sale)
If you receive an item that appears to be defective, please contact us with your order number and a photo of the defect and we will advise on replacement options (if available).
For defective & damaged items:
Replacements for approved/qualifying items will be processed with our standard production time. If your order requires expedited production and/or shipping, an additional fee may apply. If rush was purchased on your original order, we will do our best to process the order as quickly as possible for you.
IMPORTANT: Shipping damage is not deemed as a defect in the product. You will need to file your claim with the shipping carrier directly.
Shipping
DOMESTIC
We ship via USPS Priority Mail, UPS Ground Service or FedEx Ground Service and insure all shipments up to the value of the item being shipped (all insurance fees are part of the shipping rate). Additional services such as “Signature Confirmation” are available for an additional fee. Inquire before placing your order.
INTERNATIONAL
We apologize but we do NOT ship internationally.
SHIPPING RATES INCLUDE
- Postage Fee
- Insurance for total value (coverage for loss or damaged packages)
- Packing materials to ensure safe transportation (double boxing, peanuts, tissue paper, bubble paper, tape, fragile stickers, etc)
- Full tracking number
All orders will be checked & packaged carefully to ensure safe transport as well as photographed prior to leaving our shop for quality control purposes. If there are any discrepancies upon receiving your order, please contact us immediately.
LATE DELIVERY OR LOST SHIPMENTS
In the event that there is a delay during transit, weather related delays, we cannot be held responsible on behalf of the carrier. All custom orders remain final sales.
If an item is lost please contact and make a claim directly with the shipping carrier using the tracking number provided to you. Etch Carve Go has no control at USPS, UPS or FedEx and is not responsible for covering the cost of a clients’ lost or damaged order.
DAMAGED CONTENTS UPON DELIVERY
Once items leave Etch Carve Go, we are no longer responsible for transportation or shipping damage(s). Shipping issues can and RARELY do arise however.
If your package arrives damaged:
- Open a claim with the shipping company.
- Photograph the package and items as they arrived.
- Save the shipping package and all of it’s contents per USPS or other carriers’ requirements.
Please hold onto the damaged item(s) and packaging in case the shipping provider requires a pick up for further inspection.