Customer Service

Cancelling an Order

We begin processing your order soon after we receive it (typically the same day) so we can rapidly prepare your shipment. Due to the fact that each order is custom printed and assembled, we cannot always stop an order from being processed once we have started. We will make every effort to cancel your order if your request is made before we have begun printing and assembling your personalized items. We cannot guarantee any order will be cancelled. In the event your order does ship, please see our Return Policy for more information.

Review the following notices for more details:

  • If you have any questions or problems regarding your order, please contact us for assistance before cancelling.
  • Cancelling an order cannot be undone - this action is final. If you cancelled an order in error, you will need to place the order again.
  • Cancellation Fees: If your order is cancelled within 24 hours of the time it is placed and you have not yet received a proof, there is no fee to cancel.  After 24 hours, or if you have already received a proof, a cancellation fee of $20.00 will apply. The cancellation fee is charged per design in an order. If an order is cancelled after printing but before shipping, we can only refund the shipping charges. There is no cancellation after shipping. Cancellation fees will be deducted from the refund amount.  For Rush orders, the $20.00 cancellation fee is applicable upon order placement, and the rush processing fee is non-refundable.
  • You may cancel your order provided it has not yet entered the shipping process. View the order summary in your Order History to confirm that the status of your order is not "Shipped" before submitting a cancellation request.
  • If you have already paid for your order, you will receive an e-mail confirmation from us within 2-4 business days with details of your refunded payment and any applicable cancellation fees (see above).  Cancellation fees do not apply to unpaid orders.
  • If your order status changes to "Shipped" between the time that you submit your cancellation request and the time we receive and review your request, it may not be possible for your order to be cancelled.

To cancel your order, enter the order number on the Cancel Order page.

Why is there a cancellation fee?

We charge a fee when you cancel an order containing personalized items to cover the time our design staff spent working on your artwork and preparing proofs.  If we have not worked on any artwork for your order at the time you request a cancellation, we are happy to waive this fee.

How can I avoid a cancellation fee?

We want you to be happy, we'll do everything in our power to get your order just right.  If you are not happy with the design you have selected, we can switch your order to a different design and avoid the cancellation fee.  If your event has been rescheduled to a different date, we are happy to place your order on hold or make adjustments to your scheduled shipping date where possible.

 

Please review our Terms and Conditions of Sale for more information about our policies.