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You can cancel an order only before it has entered production. Orders go into production VERY quickly so please don't wait. Cancellation requests must be emailed to us. LetteringHq.com reserves the right to cancel an order for any reason.
We want you to be happy with your product, however please inspect your item immediately upon delivery and report any issues within 3 business days. We will not issue refunds or accept returns for custom items. We produce your order based on the information located on your receipt. Questions or comments about your design need to be left in the comments field at checkout. We will always contact you before production if we do not understand your comment.
Products which have been opened or partially used such as application fluid cannot be returned.
Any returns authorized by LetteringHq.com must be shipped back at the buyers expense. Items returned without prior authorization will be held for 48 hours then discarded unless a reshipment fee is paid. Unauthorized returns are not eligible for refunds.
Colors represented on the website are visual representations of vinyl colors. The color you receive will likely not match the way your screen shows it online. Computer monitors do not reproduce exact match to colors. If you must see the exact color you are purchasing please request a free sample. We will not replace orders based on improper color selection and variations from what you saw on your screen.
Doming can cause an optical illusion in various colors such as white. When ordering domed lettering, especially white please be aware a pure white will often take on the tint of the color next to it. It may also appear to be an off white or egg shell white. This becomes much more visible against a white boat surface. We cannot replace lettering based on doming effects such as this.
We use the design preview you generated while designing your lettering to use as a reference. This design is your proof. Errors, omissions, or spelling mistakes are not our responsibility. We produce what you designed. If we catch spelling mistakes before production we will verify with you if this was intentional or not and then proceed. Please be sure to review the color policy above how we match colors. We cannot replace lettering that included errors, omissions, or spelling mistakes.
During designing there is a ruler on the bottom and right side illustrating how we measure sizes. The size is the OVERALL size, not the character height. The OVERALL size is the OVERALL width and height of the graphic. If you need your capital letters to be a specific height please specify this during checkout. Most likely we will have to adjust the price of your graphic as this changes the size significantly.
Your order will be shipped via USPS or UPS. We have no control on the care of your item once it has left our facility. Unfortunately packages do get lost or damaged from time to time. We will do our best to get the situation solved for you to your satisfaction.
Ultimately we cannot be responsible for shipping delays or errors by the shipping company you select. However, it is our best intention to get you your product in a timely manner. We deal with shipping issues on a case by case basis. If your package is lost we'll replace it then deal with the shipping company directly. We cannot be held responsible for incorrect addresses, delivered packages being failed to be picked up, or improperly forwarded mail. Should you require your lettering on a specific date we highly advise your choose a guaranteed shipping method such as UPS Next Day Air as this is a guaranteed shipping method.
Please consider: It is now common to see regional US mail delays of items days or even over a week due to increased demand, postal service changes, and COVID related delays. Priority mail can in some cases take over a week to be delivered to some parts of the US. First Class mail can take up to 3 weeks to be delivered in some cases.
Unless otherwise noted on an order the ship date quoted is an estimated date. We will do our best to ship within this window.
If rush service is selected and when available our site will provide a firm delivery date for your order. This information is shown during checkout and on your receipt. If a delivery guaranteed shipping method is chosen and your item arrives after the guaranteed date we will refund the shipping fee. If the order is shipped after the scheduled rush ship date we will refund the rush fee.
Please note: The full amount of the order is not eligible for refund.
We follow USPS guidance on declaring packages lost for USPS Express Mail. Express Mail is considered lost after 7 days from the time of shipment. Due to the fact USPS Priority and First Class mail do not offer a delivery guarantee we evaluate each case to determine if the item is considered lost. USPS Priority Mail and USPS First Class 'No Hurry' is reviewed after 15 days upon the date of shipment for consideration of lost status. We evaluate the tracking information to determine the status of the package.
Packages marked 'Delivered' but cannot be located are evaluated on a case by case basis. 'Delivered' lost packages must be reported to use within 15 days in order for us to attempt to locate the package or provide guidance to you to find it. In most cases 'Delivered' packages are ultimately found or recovered.
There is a wide range of delivery times when shipping internationally. We have seen packages traveling to locations like Australia take upwards of 3 weeks to be delivered. This is considered normal. We will not consider an international package lost unless it has not be delivered 30 days after shipping. We reserve the right to cancel any order which may be deemed unshippable by international carriers. Please note specifically we have box size restrictions for various countries. Boxes traveling to Australia cannot exceed 42" tall. Should your order exceed the box size we will attempt to alert you of this and either provide a refund or arrive at a smaller size.
Please be aware your country may impose import/duty fees on foreign imports. Any and all import/duty fees imposed during the delivery of your item are your responsibility to pay. We do not have any control over the fees imposed by your country. It is our policy to declare the full value of the items purchased on our customs declaration forms.
Should a package be returned to us due to an incorrect address or location specific delivery exception (not otherwise the fault of the shipping company) it will be the customers responsibility to pay to have the item reshipped. If the order qualified for free shipping then the standard shipping fee will be charged. We will not be able to resend the item until it arrives back at our facility.
Should your order incur shipping damage please do not discard the order. We will need photographic evidence to provide a replacement. Please send 1 photo of the box damage and 1 photo of the damaged items to contact@letteringhq.com. Upon receipt of the photos we will promptly replace the order at no cost to you.
Email is our primary means of communication. We send your order confirmation, shipping notification and any subsequent notifications via email. Be sure to allow mail from contact@letteringhq.com and monitor your spam folder. Should you leave a comment, ask a question or we possibly require contact with you we will first send an email. If you request a phone call we will make our best effort to call you within one business day and leave a message if no one answers. Should you need further assistance you will need to email us or call us directly 1-877-258-6620.
By using this Site, you agree to indemnify, defend and hold LetteringHq.com harmless from and against any and all liability, claims, costs and expenses (including without limitation reasonable legal fees and expenses), alleging or resulting from your use of the Site in violation or breach of this Agreement. By submitting an order to us, you agree to defend, indemnify and hold us harmless from and against any and all liability, claims, costs and expenses (including reasonable legal fees and expenses) in any action by any third party based on a claim that you infringed such third parties intellectual property rights.
All content on this Site, including but not limited to the arrangement and assembly of the Site, text, graphics, logos, button icons, images and software (collectively "Content"), is copyrighted as the original creation of LetteringHq.com, or used with the express permission of the copyright, trademark name or service mark owner, and therefore is protected by U.S. and international copyright laws. This Site and the Content may be used only to design and order printed material from LetteringHq.com or its authorized affiliates. Any other use, including but not limited to, reproduction, modification, distribution, redistribution, publication, or republication of any or all of the Content on this site is strictly prohibited.
The Content, this Site or any portion of this Site may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any purpose, commercial or otherwise, that is not expressly permitted by LetteringHq.com in writing.
