Policies

Return Policy

Every ornament we make is custom decorated and produced to order against artwork and specifications you have approved. For that reason, all sales are final — we do not accept returns, refunds or exchanges on custom orders.

Our production guarantee

We stand behind our work. If your order arrives defective or does not match the mockup you approved, we will remake or replace the affected pieces at no cost to you. That covers a printing or engraving error on our end, a damaged piece, a shipment packed wrong, or a personalization that does not match the list you approved. It is a production guarantee rather than a return, so it does not cover a change of mind, an ordering mistake on quantity, or wording that was approved and later reconsidered.

Why the free mockup matters

The free mockup-and-approval step exists precisely so there are no surprises. Before anything is printed, cut or etched, you see a proof of the exact shape, the finish, the print or engraving scale and both faces — and for shatterproof shells, the artwork rendered in the round rather than flat. You can revise it as many times as you need, always free. Production only starts once you approve, which is what makes fast turnaround on fully custom goods possible in the first place. Personalization lists are proofed back to you as a layout sheet for the same reason: engraving is permanent, so spellings need to be right before anything is cut.

Reporting an issue

If something isn’t right, contact us within 10 days of delivery with your order number and photographs of the issue — ideally alongside the approved mockup so we can see the difference. Email george@getcustomornaments.com or text (929) 605-4397 and we’ll make it right. During the holiday season, tell us the date the ornaments have to be handed over and we will treat the remake accordingly.