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Return & Cancellation Policies
1. Return Policy:
Personalized items: "Made-to-order" personalized items are not returnable. Examples of "Made-to-order" items are: engraved medals or keys, diplomas, personalized diploma covers, announcements, name cards, personal stationery. We guarantee that such items will be produced according to the information provided to us on the order form. If we have made an error, we will gladly REPLACE your item as soon as possible. However, we are not responsible for errors caused by incorrect information given to us on the order form, and will not provide a refund or replacement for this reason.
Other items: Non-personalized items (other than graduation apparel) may be returned to us in new condition within 30 days of the delivery date for a refund. Refunds do not include shipping charges, and will be issued in the same manner that payment was made. Dated items such as "Senior" apparel or jewelry must be returned by June 15th of the year on the item. Dated items purchased after June 15th are not returnable, but may be returned for a different size if we have it in stock.
Restocking Charge: We reserve the right to charge up to 15% as a restocking charge on returned items.
Items Damaged During Shipping: Please contact us immediately if you discover shipping damage. We ask that you save the box in case it is needed for a shipping claim, and provide us with a photo, if possible. We will send a replacement right away and then make a claim for damage. Replacements (not refunds) will be issued for items damaged during shipping.
Returning Cap and Gown sets: Unfortunately, there are people who will wear a cap and gown set for a ceremony and then return it, if they are allowed to do so. To help avoid this situation, we require returns on cap and gown sets to reach us within 10 (ten) business days of the date you receive it. The items must be returned in the original packaging bag, with their labels, and in new condition.
If Your Cap and Gown Does Not Fit: If you receive the size gown that you ordered, but find that you need a different size, return it to us, indicating the size needed, and we will ship the requested gown back to you (via FedEx ground) at no charge. You are responsible for the shipping costs to get the item to us.. If you need a different SIZE, but the same color and fabric, please keep the cap. This way, the gown can be shipped in a bag, which reduces your shipping costs. If you are returning for a different color or fabric, and must send us the cap, be sure to send the items in a BOX so that the cap is not bent during shipping.
Problems with your order? If you receive your order and find that something is damaged or incorrect, please call us immediately at 877-466-2563. We will correct it as soon as possible.
2. Cancellation Policy:
Orders placed and paid for online may be cancelled within 2 (two) business hours. Our business hours are 9:00 to 5:00 Central Time. For example, an order placed after our office closes at 5:00 p.m. Central Time must be cancelled by 11 a.m. Central Time the following day.
For orders not paid on line, once the payment has arrived at our office, the order is considered final and may not be cancelled. Orders finalized with a phoned-in credit card payment are considered final once the card has been processed and may not be cancelled after that time.
If you desire to cancel an order, the cancellation must be made by phone by speaking (or leaving a voice message) with our customer service department at 877-466-2563. After 2 business hours have elapsed, cancellation is not possible. Please do not use email to cancel an order.
We reserve the right to charge a 5% cancellation fee if the credit card payment has already been processed, or if we have edited and sent changes to an announcement text, or have provided a proof of any product.
3. Changes to an Order:
We fill your order as quickly as possible. For this reason, changes to any order that is placed and paid for online must be made within 2 (two) business hours. Our business hours are 9:00 a.m. to 5:00 p.m. Central Time. Please call as soon as you realize you need to make a change. We will always do our best to accommodate you, but we can't guarantee that we will be able to make the change if it has been more than 2 business hours between the time it was placed and the time you call.