As all of our products are customized and permanently personalized, all sales are final and we are unable to accept any returns.
Our ordering process, which includes artwork proofs and active client reviews, is designed to eradicate any errors and eliminate the need for a return. In fact, as soon as you approve your artwork, cancellations or returns are no longer possible because all details have been reviewed and we start production of your order immediately.
Your experience and satisfaction are very important to us though, so if you have an issue with damaged or defective awards, please call our customer service team at 1-888-294-7121 between 9-5pm Pacific Time, Monday through Friday, and we’ll work with you to make it better
- Any claims must be made within 3 days of your order delivery date
- Please also email photos of your awards, along with your original order number, to service@eclipseawards.com to help us understand the issue and determine the best resolution. In the event of breakage, we will also need photos of the boxes and packaging as well.
- Shipping charges are not refundable
- Your invoice must be paid before any replacements can be made
In the event that you made an error when ordering your awards (such as a miss-spelled name or incorrect date), we do offer a 20% courtesy discount on any replacement awards needed. Normal shipping options and rates apply on replacements.