Shipping policy

Shipping & Delivery Policy

At EtchedWorks, we understand that many custom orders are created for important occasions, gifts, celebrations, and corporate events. We make every reasonable effort to produce, package, and ship your order carefully and on schedule.

Because our products are customized and many are fragile, please review the following shipping and delivery terms before placing your order.

Production Time

Production time is separate from shipping time.

Estimated production time begins after:

All required order information has been received
Any required artwork has been submitted
The final artwork proof has been approved
Any other information necessary to produce the order has been received

Delays in providing information or approving artwork may delay production and delivery.

Once you approve it, we produce it.

Estimated Delivery Dates

Production and delivery dates provided by EtchedWorks are estimates unless a specific delivery date has been expressly guaranteed by EtchedWorks in writing.

Shipping carriers operate independently from EtchedWorks. Once a shipment has been transferred to the carrier, delays caused by weather, transportation disruptions, carrier operations, natural disasters, or other circumstances outside our reasonable control may affect delivery.

EtchedWorks cannot guarantee a carrier's delivery performance unless a specific guaranteed service has been arranged and confirmed in writing.

Event-Date Orders

If your order is needed for a wedding, birthday, anniversary, corporate event, holiday, presentation, or other specific occasion, please tell us the required date when placing your order.

We strongly recommend ordering as early as possible.

Providing an event date does not automatically create a guaranteed delivery date. A delivery date is guaranteed only when EtchedWorks expressly confirms that guarantee in writing.

Rush Orders

Rush production may be available depending on product availability, artwork requirements, order quantity, and our current production schedule.

Additional rush production and expedited shipping charges may apply.

Acceptance of a rush order does not guarantee delivery by a particular date unless EtchedWorks specifically confirms that date in writing.

Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address.

Please carefully verify:

Recipient name
Company name, when applicable
Street address
Apartment, suite, or unit number
City, state, and ZIP code
Contact information when requested

EtchedWorks is not responsible for delivery problems caused by incorrect or incomplete information supplied by the customer.

Additional shipping, rerouting, address-correction, return-to-sender, or reshipment charges resulting from incorrect customer-supplied information may be charged to the customer.

Tracking

When tracking information is available, it may be provided after your order ships.

Carrier tracking information may take time to update after a shipping label is created.

A shipping notification or label creation does not necessarily mean the carrier has already physically received the package.

Shipping Damage

We take special care when packaging fragile and custom products. However, shipping damage can occasionally occur.

If your order arrives damaged or broken, please contact EtchedWorks within 48 hours of delivery.

Please provide:

Your order number
Photographs of the damaged item
Photographs of the shipping carton
Photographs of the interior packaging
A photograph of the shipping label
A brief description of the damage

Please keep the damaged item and all original packaging until EtchedWorks has completed its review.

Do not return broken glass or damaged merchandise unless EtchedWorks specifically instructs you to do so.

After reviewing the claim, EtchedWorks may replace, repair, reproduce, or refund the affected item as appropriate.

Lost or Missing Packages

If tracking indicates that a package has not been delivered within the expected timeframe, please contact EtchedWorks so we can review the shipment information.

When appropriate, EtchedWorks may assist with initiating a carrier trace or claim.

Carrier investigations can take time, and replacement or refund decisions may depend upon the circumstances and outcome of the carrier investigation.

Packages Marked Delivered

If tracking shows a package as delivered but you cannot locate it, please:

Check around the delivery location
Check with household members, employees, neighbors, reception desks, or building management
Allow a reasonable period in case the carrier's tracking was updated before final delivery
Contact the carrier when appropriate

Please also notify EtchedWorks promptly so we can help review the available shipping information.

A carrier's delivery scan may be considered evidence of delivery, but EtchedWorks will review reported delivery issues on a case-by-case basis.

Refused and Undeliverable Shipments

If a shipment is refused, unclaimed, or returned because of an incorrect or incomplete customer-supplied address, the customer may be responsible for the original shipping charges, return shipping charges, and any cost required to reship the order.

Because customized products generally cannot be resold, refused or undeliverable personalized orders are not automatically eligible for a refund.

Multiple Shipments

Orders containing multiple products may occasionally ship in separate packages.

If your order is shipped separately, individual packages may arrive on different dates.

Inspection Upon Delivery

Please inspect your order promptly after delivery.

Any shipping damage, incorrect items, or material production issues should be reported within 48 hours of delivery so that EtchedWorks can investigate and resolve the issue as quickly as possible.