Our Policy

Returning Merchandise

We can accept returns on all our items if it has not been personalized or custom engraved. We would also accept a return on an order if we made an engraving error which was our fault. However, we cannot accept returns on items that have been custom engraved with your custom text or initials if not entered properly when entering your engraving information on the order page or by email. Please make sure to check spelling, dates, names, and photos carefully, they will be printed exactly as you submit them. Completion of your order once submitted confirms and acknowledges that you have reviewed and verified the accuracy of your entire order before it was submitted. Please see the policies below regarding order errors and breakage during shipping.

Errors on an Order

If we make an error on the engraving, we will immediately replace an item at no charge and free shipping. If the error was made by the customer (such as a typo made on the order form or last name initial not in the proper space for a 3-letter monogram), then we cannot be held responsible. While we will attempt to clear up any uncertainties or vague instructions prior to engraving, in general we will use what is entered on the order form. Please make sure to proofread orders before submitting them especially for the placement of your initials for the monogram style you are selecting.

Breakage During Shipping

When shipping fragile items such as glasses there is always the possibility of breakage, no matter how well they are packaged. Please do note the following policies about shipping breakage:

  • 1) We must be notified of the damage within 5 business days of order receipt. We will file a claim with the carrier on your behalf and replace any broken items FREE of charge.
  • 2) Please temporarily hold broken items and packaging in case our carrier elects to come inspect or recover the damaged goods

Cancelling or Changing an Order

Prior to production, orders may be cancelled by the customer for a full refund. However, refunds cannot be given once your custom order has been produced or is in production. You may request changes at any time prior to order production, but a change order charge will apply if the changes are requested after the glasses have already begun production. You are welcome to email or call us if you have any questions before placing an order. We know many of you are ordering for gifts and want your orders as soon as possible. As such, our fulfillment process begins immediately after your order is placed and submitted so we can provide the quickest possible service. Understandably, once your order has finished the production cycle and is ready for shipping, we will not be able to cancel or change it. Please make sure to check spelling, dates, names, and photos carefully, they will be printed exactly as you submit them. Completion of your order confirms and acknowledges that you have reviewed and verified the accuracy of your entire order before it was submitted. 

Deadlines and Turnaround Time

We produce and ship orders in a very timely fashion… usually 4-5 business days for most orders, with larger orders taking a little longer. When your order is submitted you will receive a confirmation email giving you an approximate ship date, you may respond to the email with any changes you would like to make in shipping or to engraving. However, shipping transit times still apply after your order leaves our facility. Ground transit times do vary quite significantly, depending on your location. See our Shipping Info page for more information. If upgraded shipping is needed, please email us and let us know so we make sure your order arrives on time.

We will do our best to accommodate short notice deadlines. Please, however, do note the following:

  • 1)  We must be notified if your order has any special requirements. If not, it will be handled on our normal timeline. We will not be able to take responsibility for a deadline if that information hasn’t been communicated to us.
  • 2)  We cannot be responsible for any delays that occur after we ship your order. Shipping problems that are beyond our control can occur occasionally (such as a weather issue that delays deliveries in your local area).

Shipments to APOs and FPOs

We can ship to APO/FPO addresses. Such orders will be shipped via the US Postal Service and will be subject to different costs and timelines than our domestic shipments since it is military mail. Please contact us if you are interested in an APO/FPO shipment.

Customer Supplied Artwork

We are more than happy to work with your graphics, or your custom logos supplied by our customers. We do highly recommend providing us with a high resolution solid black and white jpg image file of your image you would like to be engraved. We can work from a color image but would need to be converted into solid black and white. Color images will have a $12.00 conversion fee to convert and clean up the image. We will also attempt to point out any artwork issues before we engrave your order (such as pixilation caused by low memory size files, or issues with color or shading). When using customer-supplied artwork, we are limited by the quality of the image that we receive, so please check with us via email about any artwork that you have questions about. We will be more than happy to email you a proof of the converted artwork of how the stencil will look like which is reproduced onto the glass. To request a proof just email us and let us know you would like to see a proof for approval before production, we will be happy to email you one before we start your order for your approval.

Design Limitations

For the most part, we can custom engrave anything that our customers wish. We don’t mind humor, off-color content, or even mild profanity. We do, however, reserve the right to refuse orders with messages or designs that are clearly offensive to any group of people.