Refunds / Returns
We make every effort to work with you during the ordering process to ensure that your order meets your expectations. Once the item enters production, it is permanently personalized per your instructions and cannot be unmarked to correct "errors." Products may not be returned once they have been personalized. If you want to make changes after production on the product has started, you will be responsible for the cost of replacing the item or items already produced, plus necessary labor and shipping to acquire replacement products. We will expedite all of this for you and advise you of the cost so you can make an informed decision. Our goal is to deliver quality products to you on-time and correctly personalized.
On the other hand, if we make a mistake, we will re-make and ship it to you at no extra charge. If the original item is no longer available, we will make every effort to find a suitable substitute item and correct the error to your satisfaction. If you would prefer, we will be happy to give you a full refund on the order. Any such errors on our part must be brought to our attention within 7 days of receiving the order.
Due to the scale and nature of our operation, we do not generally provide proofs for personalized products created in-house. Artwork proofs for new orders are provided at our discretion unless requested by the client. Additional proofs or proofs of repeat orders with minimal changes such as the recipient's name or the presentation date will be added to your order total at a rate of $8+ per proof.
For the products we must have produced outside of our facilities you will receive an initial proof that you can either accept as-is or make changes to if needed. If changes are made, a second proof will be provided. If changes are still needed, there may be a fee for additional proofs.
All liability for the misuse of trademarks in submitted art and copy rests solely with you as our customer and not with Studio One Awards & Engraving, Inc. All art and copy submitted to us must be used in full compliance with all laws regarding copyright, patent, trademark or any similar protection. Major league sports logos are the intellectual property of the league or team so we will not use those logos on any products we manufacture unless you have permission to use them and we verify the permission with the respective licensing authority. By submitting artwork, including logos and photographs, the customer agrees they (and we) have the right to use the images in the order.
Credit Card Disputes & Returned Checks
We charge a $35.00 late payment fee for returned checks or disputed credit card transactions. If there is an error on a transaction, you should always contact us prior to contacting your bank or credit card company so we can resolve the issue quickly. If you change your mind about an order prior to production, we will be happy to refund the purchase price minus a 25% restocking fee, if applicable. Finance charges at a rate of 1.5% per month will be assessed on all disputed credit card transaction until payment is received in full.
Please note that our Customer Policies are subject to change without notice and that they reflect our current business practices. This Customer Policy statement is dated August 1, 2021.