Customers will have 21 days from the date of shipment to initiate a return. Because Ely Engraving makes unique custom one-of-a-kind items made to order, authorized returns will only be accepted for items received as damaged or mis-shipped. Returns should be initiated by contacting customer service at support@elyengraving.com and properly requesting a return. Requests for returns should include the following:

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1. Whether the request is for a complete refund or a replacement of the damaged item

2. Date of purchase

3. Invoice number

4. Item to be returned

5. Description of damage; photos of the damage may be requested

 

Once a request has been processed, at Ely Engraving’s discretion, we will determine whether we will be able to replace or refund you for the item. In the case we require you to return the damaged item , Ely Engraving will digitally send a trackable prepaid label to the customer. The customer must return the damaged item with original packaging to Ely Engraving in order to complete the return request. Upon receipt of the damaged item, Ely Engraving will attempt to timely ship a replacement at no further cost to the customer, OR complete the refund via the original form of payment per customer instructions.