Refund & Reshipment Policy

If you are not entirely satisfied with your purchase, we are here to help. Please check the detailed information below and file a request for replacement or refund via our contact form here. 

Please be reminded that our policy lasts 14 days from the delivery date or 30 days from the order date for replacement/refund requests only. If your purchase falls out of that timeframe, unfortunately, we can’t offer you a replacement or refund. 

SHIPPING ISSUE

If you get one of the shipping issues below, please contact us here to report the issue and request a refund or a replacement. 

The tracking system shows no updated progress for too long.

We will process a refund or reshipment if the tracking has not been updated for more than 10 business days (for orders within the US) and more than 30 days (for international orders).

Note: No refunds can be issued for orders delayed (either shipping cost or merchandise value) due to adverse weather conditions or any unforeseen circumstance that may affect our carriers. Thank you for understanding.

The package was delivered to the incorrect address.

If the package has arrived at a location different from the recipient’s address, we will refund or replace the item. 

The package was returned to its sender though the address was valid and correct.

We will be happy to replace the order that was returned to its sender or refund your order.

The post office provided a notice that the package was lost in the mail.

We will be happy to replace the order that was lost in the mail or refund your order. 

RECEIVED ITEMS

If the item(s) you received meets one of the conditions below, please contact us here to report the issue and request a refund or a replacement. 

* Please remember to attach an image of proof in the contact form, without the proof, we refuse to handle the case.

The item received is incorrect or defective.

For incorrect or defective items, we can either refund or replace the order.

The item received is damaged/broken

For damaged/broken items, we can either refund or replace the order.

For Cut Metal signs with LED items, the Led lights are separately warranted from the metal sign. If the Led lights are found to be damaged upon delivery or defective, we will only accept to replace or refund the value of the LED lights, and this policy does not apply to the entire sign.

The order arrived with one or more items missing.

If an order arrives with a missing item, we will gladly ship out the missing piece. Please note that detailed photos are required for quality control purposes.

For Cut Metal signs with LED items: If you order a cut metal sign with Led light and it arrives without lighting equipment. We will only accept the reshipment of a new led light or refund of the value of the led light, without replacing or requiring you to return the entire cut metal sign. 

Significantly different from the description or sample shown to you.

We will only provide replacements for orders with quality issues such as blurry or faded printing, and do not offer any other remedies.

Not what you ordered

If the item you received is totally different from what you ordered, we can either refund or replace the order.

PLEASE NOTE:

• A request needs to be submitted within 14 days from the delivery date or 30 days from the order date to qualify for credit or replacement. Please contact us here.

         To file a claim, you need to provide all the following information (this is a must):

• Email address: 
• Subject: 
• Type: Order issue
• What is the issue with your order? <Choose the one that matches your specific issue>
• Request action: Replace or Refund
• Order number:
• Attached picture/video of proof

       Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).

• We do not offer replacements or refunds for mistakes made by the customer:

• Incorrect shipping addresses
• Invalid address entry
• Improper care, damages in use.  
• Incorrect selection of sizes, designs, colors, quantities, etc. So please review your order carefully before you check out to ensure your order is correct

       Our company can only offer you a discount for reordering in the cases above.

• The refund process may take up to 14 business days and is credited via your original form of payment.
• Modifications are not allowed for replacement items.
• Remember not to return the item(s) you received because we do not accept returns. Please contact us if you have an order issue before returning any products.