Return & Refund Policy

Flat River Custom Engraving LLC

We want you to be pleased with your Flat River purchase. If there is a problem with your order, please contact us with your order number and a description of the issue.

Damaged, Incorrect, or Missing Items

Please inspect your order upon arrival. If an item is damaged, defective, incorrect, or missing, contact us as soon as possible—preferably within 7 days of delivery.

Include photos of the item, packaging, and shipping label when applicable. Keep the packaging until we have reviewed your claim.

We will work with you to resolve the issue through an appropriate replacement, repair, or refund. Flat River Custom Engraving LLC will cover necessary return shipping when the issue results from our error or a defective product.

Lost Packages

If tracking shows your package is lost or delivered but you have not received it, contact us promptly. Please confirm your shipping address and check with household members or neighbors.

We will help investigate with the shipping carrier and determine an appropriate resolution. A tracking status alone does not automatically resolve your claim.

Returns for Nonpersonalized Products

You may request a return of an eligible nonpersonalized product within 30 calendar days of receiving it.

Items must be unused, unworn, unwashed, and in their original condition, with original tags and protective materials where applicable. Please include the original packaging when available and provide your order number or other proof of purchase.

To request a return, contact Flat River Custom Engraving LLC. We will provide approval and return instructions. Please do not send items back before contacting us.

Approved returns should be shipped within 14 calendar days of approval, unless we agree otherwise.

For change-of-mind returns, customers are responsible for return shipping. Original shipping charges are nonrefundable unless the return results from our error or applicable law requires otherwise.

We do not charge a restocking fee.

Custom and Personalized Products

Products made to your specifications—including items engraved with names, dates, custom wording, uploaded artwork, or other personalized designs—are final sale for change-of-mind returns.

This restriction does not apply to damaged or defective products, items we supplied incorrectly, or engraving that does not match the confirmed order or approved proof.

Please carefully check all spelling, dates, artwork, and personalization details before submitting your order or approving a proof. If we accurately reproduce information you supplied or approved, corrections or replacements may require an additional charge.

Products featuring our standard designs without customer-specific personalization are subject to our standard return policy unless clearly identified as final sale before purchase.

Other Final Sale Items

Gift cards and products clearly marked as final sale before purchase are not eligible for change-of-mind returns, except where required by law.

Final sale restrictions do not remove your rights concerning defective, damaged, or incorrectly supplied goods.

Exchanges

Personalized products cannot be exchanged for a different name, design, color, or other customer preference after production, unless we made an error.

Cancellations and Changes

Please contact us immediately if you need to cancel or change an order.

Custom orders may be canceled for a full refund before customization or production begins. Once production has begun, changes or cancellations are not guaranteed. If cancellation is possible at that stage, we will explain any proposed deduction for completed custom work or materials committed specifically to your order before you decide whether to proceed.

Nonpersonalized orders may be canceled before shipment. Once shipped, eligible items must follow the return process.

Refunds

We will notify you after receiving and inspecting your return and let you know whether your refund is approved.

Approved refunds will be issued to the original payment method within 10 business days of approval. Your bank or payment provider may require additional time to post the refund.

For an approved cancellation that does not require a return, we will issue the refund within 10 business days of confirming the cancellation.

If you have not received your refund within 15 business days after approval, please contact us.

Consumer Rights

Nothing in this policy limits rights or remedies required by applicable consumer-protection law. Where mandatory legal requirements differ from this policy, those requirements apply.