Return & Exchange Policy
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 firstname.lastname@example.org and properly requesting a return. Requests for returns should include the following:
Whether the request is for a complete refund or a replacement of the damaged item
Date of purchase
Item to be returned
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.