- Return & Replacement
Return for personalized item
Understandably, personalized items cannot be accepted for return, unless there is a manufacturing error or product defect. We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!) Please review your personalized information before submitting your order. We strongly encourage our customers to carefully review the proofs before signing off. Check spelling, dates, and names carefully.
Our products are customized for each customer and engraving mistakes are checked for accuracy according to the customer's supplied text and signed proof. If there is an error caused on our end, we must be notified within 48 hours of the package delivery. We will replace the incorrect item at our sole expense within 2 business days and ship out using the same shipping method selected for the original order. Customer errors are replaced as quickly as possible, and billed again with a courtesy discount. Customers are ultimately responsible for correct spelling of names, and custom information on engraving proofs.
Return for blank item
Blank items may be returned in its original packaging and in perfect, re-sellable condition within 30 days of the shipping date. We will not accept the return of items that have been altered, etched, or damaged. All returns must be shipped at your expense back to Crystal Plus, Inc. and are subject to a 20% restocking fee; min. $20, if a repair is required and can be done for resell condition. Note that the original shipping charge is not refundable.
Return for wrong item shipped, defect or damages
We must be notified of any damages, defects or other problems within 48 hours of the receipt with a photo proof by email to issue a replacement. If the photo proof is not sufficient, we will require an actual return of the damaged piece(s). In this case, a prepaid return label for the claimed items will be provided by email.
Replacement for lost package
On the scheduled ship date, you will receive a Shipment Confirmation email with the package tracking information. You can track the delivery status on the shipping carrier's website to expect the delivery on the exact date. We only use reliable and guaranteed shipping services, i.e. UPS, FedEx, USPS to make sure your order will arrive on time. However, occasional delays may occur due to weather, unexpected transportation or uncontrolled incidents. CrystalPlus.com is not responsible for the shipment delay caused during transit. Refund request of the shipping charge will be processed upon the approval from the shipping carrier. In the case of a lost package, we must be notified within 48 hours of the estimated delivery date indicated on the carrier's tracking information. Once the lost package case is investigated by the shipping carrier, we will ship the replacement at our sole expense within 2-3 business days using the same shipping method selected for the original order.
Please Contact us for Return Authorization and instruction.