Remakes policy

All orders must have Package Protection to claim a remake for items marked as delivered but reported missing. 

If the order falls under the following, you may request a remake:

• The item itself, an attachment, or the box arrived damaged or shouldn't of passed Quality Assurance (QA).
  We will only resend the damaged parts of the order.
  For example, if a chain or box is damaged, we would resend the chain or box on its own.
• The artwork received is incorrect, or the wrong item was received.
  If a message card is wrong or damaged, we would resend the message card only. For products that may have been received with the wrong design or product, we must receive a video of the product and the package that the product was received in. If we do not receive this information, your request for a remake will be denied.
• The item has been stuck in transit for an unreasonable amount of time.
  "Unreasonable" depends on the circumstances and requires investigation. For example; some countries take longer to process packages at customs, and waiting for multiple weeks can be common during busy periods.

 

Additional terms

Damaged or poor QA:

• Item must show as delivered.
• Latest claim time is 28 days after delivery for US orders.

Lost or stuck in transit:

• Orders that have had no movement 30 days from the date shipped, can be reviewed for a possible approval for a one time remake.
• Items in customs and showing as in clearance still need more time before deeming lost as customs can take a while in some countries.