We fill your order as quickly as possible. For this reason,changes to any order must be made by calling our office within 1 (one) hour after it is placed. The phone number is 877-466-2563. We DO have production hours outside our regular phone hours, so don't wait until we're open to call. If you get our voice mail, leave your order number and a brief description of the 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 1 hour between the time it was placed and the time you call us.
Please don't use email to make a change to an order.
We fill your order as quickly as possible. For this reason, cancellation of any order must be made by calling our office within 1 (one) hour after it is placed. The phone number is 877-466-2563. We DO have production hours outside our regular phone hours, so don't wait until we're open to call. If you get our voice mail, leave your order number and state that you wish to cancel the order.
Please don't use email to cancel an order.
For orders paid by money order, 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.
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.
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 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: We require returns on cap and gown sets to reach us within 30 (thirty) business days of the date you receive it. The apparel must be returned in the original packaging bag, with the 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 at no charge via our standard shipping method. 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, and make every attempt to get the replacement to you in time to meet your need-by-date.
Proof Policy: If a proof is provided prior to your purchase, your approval of that proof means that you have inspected and approved it for production. The item will be produced according to the last approved proof. If an error is found after production on an item that had a proof approved by you, the cost of remaking the order is your responsibility.