Last updated: July 28 2025
1. Overview
Because almost every piece we sell is personalized to your engraving instructions, our return policy is slightly different from that of a typical e‑commerce site. We stand behind the craftsmanship of every award and plaque and will gladly correct any workmanship or engraving errors that are the result of our production process.
2. Items Eligible for Return or Exchange
| Item Type | Return Window | Conditions |
|---|---|---|
| Non‑personalized accessories (e.g., blank presentation boxes ordered separately) | 30 calendar days from delivery | Item must be unused and in original packaging. |
| Personalized awards or plaques that arrive damaged, defective, or with an engraving error caused by us | 14 calendar days from delivery (report within 48 hours of receipt) | Photo evidence required; item must be returned in original packaging unless otherwise instructed. |
Important: Custom‑engraved items cannot be returned or refunded for reasons unrelated to workmanship (e.g., typos submitted by the customer, size changes, or event cancellations). Please proofread carefully before approving your digital proof.
3. How to Start a Return or Report an Issue
- Contact us at [email protected] with your order number within the time frames listed above.
- Attach clear photos of any damage or engraving discrepancy.
- Our support team will issue a Return Merchandise Authorization (RMA) number and a prepaid shipping label if the return is approved.
- Pack the item securely in its original gift box and outer carton. Affix the provided label and drop it off with the designated carrier within 7 days.
4. Refunds & Replacement Lead Times
- Replacements for verified defects ship on an expedited basis (typically 3–5 business days after proof approval).
- Refunds for eligible non‑custom items are credited to the original payment method within 5–7 business days after we receive and inspect the return.
- Shipping charges on the original order are non‑refundable unless the return is due to our error.
5. Proof Approval & Customer‑Submitted Artwork
Once you approve the PDF proof we email, production begins immediately. Changes requested after approval may incur remake costs equal to the original unit price. Customer‑supplied logos must meet our vector artwork guidelines; pixelated or low‑resolution files may result in engraving that cannot be refunded.
6. Shipping Damage
All shipments are insured. If you notice obvious damage upon delivery, refuse the package or note the damage with the carrier. Report concealed damage to us within 48 hours so we can file a claim and arrange a swift replacement.
7. Rush Orders
Rush services shorten production time but do not bypass this return policy. Defective rush items are still fully covered; however, remake timelines may depend on crystal inventory availability.
8. Need Help?
- Email: [email protected]
- Phone: (480) 780-1879
Thank you for choosing the American College of Cardiology Custom Awards Store—where every piece is crafted to honor the hearts and minds advancing cardiovascular care.