Frequently Asked Questions
What is the turnaround time for an order?
Please keep in mind that every product is handmade and custom engraved so this increases the processing time of a typical online purchase as this is made with extra TLC and several crafty experts help create your unique gift. Our processing time is about 7-10 business days and it is imperative that you leave at least one week for shipping if domestic. For international orders, shipping can take 2-4 weeks with minimal tracking updates as your item clears customs.
** PLEASE NOTE: These lead times may fluctuate based on current work load or during the holidays! Lead times can be up to 3 to 4 weeks during holidays.
Returns and Exchanges
Since our items are personalized and custom engraved to order they are NOT eligible to be returned or exchanged for a refund. This also applies to items ordered using a Groupon or any other products that are Final Sale. If you feel you need a refund because of DAMAGE or a TYPO, please see below "My order arrived damaged or with a typo!"
Can I create my own custom design or do I have to stick the design/saying provided in the examples?
Yes we can most certainly create or change anything you want with your custom engraved gift! During the very last step of the checkout process you will see an ''order notes" box. This is where you may write out your custom engraving to us for our designer to follow! Your notes will help make sure your item is customized the way you want so please be sure to be as detailed as possible.
I ordered several engraved pcs and not all of the engravings are as dark as one another.
It is critical to keep in mind when purchasing personalized gifts that each piece is unique. No two cutting boards are the same as no wood is the same. This is what we love so much about what we do and the results we get; it will always be one of a kind! Due to each item being unique, this may cause differences in wood densities, grain color, texture. and sometimes darkness of engravings. These types of infrequencies are a natural result of using our ECO-Friendly wood products and do not qualify for returns or remakes.
I have written my personalization, how will it be engraved?
When it comes to customizing and personalizing our items, our designers do not take ANY liberties with the personalization noted on the order. If there is any punctuation, special symbols, etc. they MUST be noted in the personalization box, otherwise our designers will leave it off! We will not correct any typos or spelling errors because we never know when someone made the typo intentionally as a pun. Please be sure to double (and triple!) check the personalization that you request because your item will be engraved EXACTLY as written.
Can I order online and pick up at your store?
Yes! If you live near San Diego, you may local customer pick-up and skip paying the shipping fees. Please reach out to us at [email protected] and we will provide details on how to check out for local pickup and pay no shipping freights. (Please note- this does not apply to orders made using a Groupon voucher).
I have a Groupon. Which code do I apply to the order?
When you purchase a deal from Groupon, you will receive a discount code(s) that you can then apply to an order on our website to bring the product value to $0 though you will still have to pay for shipping as mentioned within your Groupon voucher. The code will be a combination of random letters and numbers usually 8-10 characters long. The number that looks like this, LG-SC2P-LXP2-6GX4-GVPY is NOT your coupon code. This is your Groupon Order Number. Your coupon code will look like this:
Can I apply multiple codes for discount?
No. If you have multiple discount codes, separate orders will need to be placed for each code. Only one code per order! If you have multiple codes, we cannot combine them for a better shipping rate.
I forgot to apply code! My code did not work!
We can certainly help you out with that. Simply screen shot your Groupon voucher marked REDEEMED, send the photo to [email protected] and we will be happy to process a refund for you.
My order arrived damaged or with a typo!
If your item arrived damaged:
We do all we can to prevent your items from getting damaged during shipping, however, accidents do seldom happen. Please forward over an image to [email protected] of the damaged product along with the packing slip, and the order number within 48 hours of receiving the item. We will then send you a replacement for no additional charge.
If your order has a typo:
We do our best to make sure your products are customized exactly how you want, but because of the custom nature of the personalized products, mistakes do happen. If your item arrives different than how you ordered it, please send us a picture of that item along with your packing slip and order number to [email protected] and we'll send you a replacement for no additional charge.
What do I do if I make a mistake on my order?
When placing your order, a disclaimer will appear before entering checkout to remind you to double check the information you entered for the customization. Once the order is placed, we are not able to make changes to the order. If you need the customization changed on the order after you have placed it, please contact us at [email protected] with your order number and the item that is incorrect. If the order has not already been designed, we can happily adjust your changes for you!
Please remember that orders will not be eligible for a replacement if YOU have made the typo. This includes any punctuation or capital letters. We will design orders EXACTLY as written to us, again this includes any capital letters, spelling, grammar or punctuation.
Can I change the shipping address on my order?
If you need to make a change to the shipping address on your order, email us at [email protected] with your order number and new shipping address. We cannot guarantee that we will be able to change the address but we will do our best.
Did the above still not answer your question?
Email: [email protected]
Monday-Friday 8am-4:30pm PST