Your happiness is important to us!
We want to empower you to celebrate others - it is our mission and our passion - it is why we come to work! While it is rare, there are times when things don't go as planned. So, the purpose of this page is to let you know what we need from each other should a challenging situation arise.
It is important that you open that thoughtfully packaged box and inspect your order within 7 days of arrival. Otherwise, we cannot guarantee that an exchange or refund will be given. We want you to check two primary things:
- the order has arrived and all the products are in pristine condition
- the order details, like text and artwork, are in perfect condition...just like the proof we sent.
If everything is not awesome, the solution starts with one of our Core Values: Collaboration - work together to be exceptional.
What if I find damage?
If you open your box or boxes and find damaged product, we need you to contact your Customer Care Representative right away!
This individual will work with you to get the information necessary to replace your damaged product. They will also work with you to determine if the damaged product needs to be shipped back to us. If the product does need to be returned, your Rep will handle the details necessary to make that happen.
We do need to file a claim with UPS for any damaged product. We handle the fine details of filing a claim, but we do need you to provide us with photographs of your damaged products and packaging for that claim to be successful. Your Rep will work with you through this as well.
What if the text or artwork isn’t accurate?
If you are reviewing your product and the text or artwork is not accurate, please contact your Rep. They will review the proof our graphics team emailed you and Collaborate with you on next steps.
What if I don’t love it?
If you receive your products but don’t love them as much as you thought you would, we want to hear your feedback. We hope you never experience this with us, but because of the customization and personalization services we provide on our products, we cannot allow returns for refund purposes. However, in the spirit of Pursuing Excellence, we do want to hear your feedback and learn how we can improve your experience.
Pursue Excellence – Keep It Real – Embrace Change – Fail Forward – Be Lean & Efficient – Build Up Others – Fun Is Mandatory – Kill It Collaborate – Be Healthy – Live Generously