Shipping & Returns Policy
Fast turnarounds, clear timelines, and straightforward policies for all custom personalized orders.
Last Updated: September 2026
How It Works: Production & Shipping
Order & Proofing
Place your order and tell us your "in-hand need date." We will email you a free digital proof of your custom engraving to approve.
Production (3-4 Days)
Once you approve the digital proof, your order moves into production! Our standard custom engraving turnaround is 3 to 4 business days.
Transit & Delivery
We ship out of Kansas City via UPS Ground (minimum 3-day transit). Need it faster? Call us to arrange expedited overnight or 2-day delivery.
1. Additional Shipping Details
- Expedited Shipping: If you need guaranteed 2-Day or Overnight delivery, please contact us at (800) 581-6712 immediately after placing your order so we can adjust shipping methods accordingly.
- Physical Addresses Required: Because we ship primarily via UPS Ground, we cannot deliver to P.O. Boxes. Please provide a physical street address at checkout to prevent delivery delays.
- In-Hand Need Dates: Providing your deadline during checkout helps us prioritize your shipment, but it does not guarantee expedited shipping speeds unless arranged with our team.
2. Returns & Custom Item Policy
Personalized gifts, corporate awards, and engraved items are custom made specifically for you and cannot be resold.
- Custom / Engraved Products: Custom engraved items are non-refundable and cannot be returned unless there is a physical product defect or an engraving error made on our part that differs from your approved proof.
- Blank / Non-Personalized Goods: If you purchase unengraved stock goods, items may be returned within 14 days of receipt in original condition. Buyers are responsible for return shipping costs.
- Digital Proof Approval: We provide free digital proofs before production. Once a proof is approved by the customer, Creative Laser Solutions is not responsible for spelling mistakes, date errors, or design flaws approved in that proof.
3. Damaged Shipments & Remakes
We take great care in packaging fragile glass, wood, and leather items. However, if your package arrives damaged in transit by the carrier, we will replace your order promptly.
- Report Deadline: Please inspect your order upon arrival and notify us within 5 business days of delivery if any item arrives broken or defective.
- Photo Verification Required: Email clear photos of the damaged item and the outer shipping box to Sales@creativelasering.com so we can submit a carrier claim and put your replacement into production immediately.
- Our Mistake Guarantee: If we make an error that deviates from your approved proof, contact us right away and we will remake and re-ship the correct item at zero cost to you.
4. Order Cancellations & Address Correction
- Order Cancellations: Orders may be canceled for a full refund prior to graphic layout or proof creation. If a digital proof has already been created, a small design fee may be deducted from your refund. Once production/engraving has begun, orders cannot be canceled.
- Incorrect Shipping Addresses: Please double-check your shipping address at checkout. If a package is returned to us due to an invalid or incorrect address provided by the customer, the customer will be responsible for the cost of re-shipping the package.
Need Assistance with an Order or Rush Shipping?
Our Kansas City support team is ready to help you meet your deadline.