Policies

WARRANTY POLICY ON PRINTED GOODS -

When purchased from an authorized distributor: Warranty of the print permanency, with proper use and care, for 180 days from purchase. Proof of purchase required.

Authorized Distributor List: Drageyn Designs

 

SHIPPING POLICIES:

Please note that shipping only includes the time the item is packed and in the mail and does not include order creation and processing time.


WITHIN THE USA:

We ship via USPS Priority most of the time, but may use USPS first class, UPS, or FedEx at our discretion according to package size and type within the USA. Once your package has been shipped please allow at least 2-14 business days for items to arrive to you. However, please understand, we cannot guarantee any specific arrival dates. The majority of items arrive in a timely manner and on the date stated, but shipping delays due to the carrier service are beyond our control, and this can be more of an issue around major holidays. We ship many packages USPS Priority but even the shipping carriers own terms will not guarantee a specific date of arrival, only an estimated date, and many factors can affect when packages actually arrive. While we can give you an idea or estimate of when your package *should* arrive, we cannot guarantee that it will arrive on that specific date. Because production and shipping can take longer around major holidays placing your order as far in advance of holiday or occasion as possible is recommended to receive your item with time to spare.

** Please be absolutely sure that the address you provide for your order is correct. Any order delivered to an incorrect address or returned due to incorrect addressing using information provided by the buyer during checkout is the responsibility of the buyer. Orders returned for any reason other than our error, can be reshipped if the buyer pays the additional shipping fees to do so, or can be refunded according to our refund policies below. **

Large orders may be shipped to require a signature confirmation.

If you happen to miss a package that requires signature confirmation you can reschedule the delivery easily online: https://redelivery.usps.com/redelivery/ or call the USPS to setup a re-delivery as well.

 

RETURNS AND REFUNDS POLICIES:

We do our best to provide top quality service and items, and we truly want our customers to be happy with what they receive. We understand that mistakes can happen, and we will always help address those according to the following guidelines:

-- If the mistake is due to our own error:

Within 3 days of delivery of the unused item to you, contact us first to get *acceptance and/or instructions* for your return and provide proof (example: photos of mistakes, or instructions to return the original condition unused item to us) we will gladly replace or refund, at our discretion, any item that is damaged or incorrect due to our own mishandling or human mistake. :)

-- If there is an issue during shipping:

We will follow the actual policy of the carrier service used to ship the order and to file for claims, generally along these guidelines:

If the item was damaged due to the shipping carrier mishandling the item, certain steps and time frames may be necessary to file an insurance claim, we will require your cooperation to file any claims prior to processing any refunds or replacements. For shipping damage, please contact us immediately upon receipt of your item to begin the process. Claims must be made within 30 days of shipment, but the sooner the better. Our items are shipped with tracking and insurance in most cases. DO NOT mail the item back to us as it will void all insurance on the initial shipment, and we will have no control over refunds or replacements at that point. DO NOT throw the shipping packaging or contents away until the claims process is completed - as the carrier can require proof of damage to the package and item prior to addressing or processing insurance claims (example: photos of damage, or bringing the items into the post office, etc), and we will have no control over refunds or replacements at that point. We will file claims for damages, but you may be required to confirm or sign an affidavit validating claims to damage as well. Once you provide us proof of damage due to shipment, and claims are filed, we will work with you to replace or refund your order as quickly as possible.

If an item is lost during shipment, although we share the frustration please understand we have no control over this and have to follow the carriers procedures, which may require patience and cooperation from all parties. Our items are shipped with tracking and insurance when and where possible. The package delivery service may require that a certain time frame pass before claims can be made for lost / undelivered items. Domestic mail is considered lost after a period of 15+ days has passed, international mail 30+ days. However all claims must be made within 60 days of shipment, however the sooner the better. We cannot offer refunds or replacements until a claim can be filed.

If the item says delivered, this is considered fulfilled, and if you did not receive it you will need to: Contact your post office as they can usually ask your carrier about the item, you may need to check out more locations around your residence where it may have been placed, perhaps a family member has it, wait a few days as sometimes they get incorrectly scanned, accidentally delivered to a neighbor or other incorrect address, and then get rerouted through the system. Or the delivery service may require you file a report for theft with the police and mail theft complaint through the USPS if you believe the item was stolen.


-- If a mistake is due to customer error or just wishing to return due to no error:

On customized / personalized products, we do not offer a return or refund on purchases due to any customer error or issue (such as, but not limited to, - spelling mistakes on names, color choices, size choices, changing of mind, etc.). However please contact us as we may be able to provide a discount on reordering with corrected information.

For non customized and non personalized products we will accept returns if contacted within 3 business days of delivery for unused new items. You must contact us for a RMA - return merchandise acceptance - prior to sending the item back. Items returned without an RMA will be forfeit and no refund will be issued. Item/s must be sent back new and unused and securely packaged to arrive to us undamaged within a maximum of 14 calendar days of receiving the RMA from us. Shipping costs to return the items to us will be the responsibility of the buyer, and we highly recommend to include tracking and insurance to assure the items arrive as expected or to cover shipping damages if necessary. For all accepted returns, not due to our own error, original shipping charges will not be included in the refund - and in the case of a free shipping deal the shipping charges for the order will be deducted from the refund amount. There will also be a 20% restocking fee deducted from the refund.


It is important to note for all orders:
With so many variants on names and special order details we have no way of knowing if there is a spelling mistake or any other error in something you have submitted --- so please take extra time to double check all information. We will create your item based on the exact details you have submitted. Once the item is in creation we cannot make any changes, refunds or returns.

---> However, if you should find an error in your submitted information, please contact us *as soon as possible*, we *may* be able to offer more solutions if the creation process has not started yet. Depending on the item and our current production schedule items could begin creation immediately, so we cannot make any guarantees!

If the item has already been created and/or shipped - we will still try to work with you on a remake at a discounted rate *when possible*. However, please note that depending on the item in question, this may or may not be possible -- and, cannot be in any way guaranteed.

** Please be sure to double check any customization or personalization such as spellings, color choices, and sizing prior to submitting details to us.**