No Hassle Shipping and Returns

How long is the turnaround time for a personalized product?
All items will ship within 2-3 business days of receiving cleared payment. Incomplete or incorrectly placed orders may result in a processing delay.

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Do you accept returns or exchanges?
Yes! We offer a return on any non-custom item, for any reason, within 30 days of the order date. At Frederick Engraving, we take great pride in our workmanship. We guarantee our products to be made just the way you specify. We promise them to be free of defects or manufacturing errors as we check each item over carefully before it is sent to you. 

Custom Items:
Understandably, we cannot be responsible for incorrectly entered information for personalized products. Double check all selections before sending your order. Read the item descriptions carefully and ask any questions before ordering. All custom, personalized and special order items are non-returnable and non-refundable.

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Can I change or cancel my order?
Orders start being processed immediately once placed, so unfortunately we cannot change your personalization or cancel an order once it has been submitted. 

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What happens if you make a mistake on my order or it is defective?
While it is very rare that we make mistakes on an order, we are only human. If we do make a mistake on your order, or ship a defective item, you must contact us within 10 days of the receipt date (based on tracking) and we are happy to send a free replacement. Understandably we may require a photo of the damage/error to file a claim with the shipping carrier. 

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What method of shipping do you use?
We ship using USPS or Fed Ex. You will have an option at checkout to select either one of those methods. Real time shipping calculations ensure that you will always receive the most up to date pricing. All orders include a tracking number, and you will be notified via email when your order has shipped. Insurance may be purchased for an additional charge, and will show up as an option at checkout. Non-insured orders are only covered up to $100, in the event the package is lost or damaged in transit. We highly recommend this option for any order totaling over $100.

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If I need my order sooner, do you offer rush shipping?
Yes, We offer both domestic and international expedited options through USPS and Fed Ex. Those options are available at checkout.

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What is the average transit time for my domestic order?
USPS Economy Mail will take approximately 5-7 business days of transit time from the date it is shipped
USPS Standard Mail will take approximately 3-5 business days to arrive from the date it is shipped.
USPS Express Mail is guaranteed by the post office to arrive within 2 business days of when it ships (the actual ship date is not counted as the first transit day.) 

Fed Ex Ground will take an average of 3-7 business days to arrive from the date it is shipped. 
Fed Ex Express Saver is guaranteed within 3 business days of the ship date. (the actual ship date is not counted as the first transit day.) 
Fed Ex Overnight is guaranteed in 1 business day of the ship date. (the actual ship date is not counted as the first transit day.) 

**Please note that Fed Ex cannot ship to PO Boxes**

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What is the average transit time for my International order?
USPS International Economy Mail will take approximately 2-4 weeks days of transit time from the date it is shipped.
USPS International Standard Mail will take approximately 10-14 business days to arrive from the date it is shipped.
USPS International Express Mail will take approximately 4-6 business days to arrive from the date it is shipped.

Fed Ex International Economy will take an average of 4-6 business days to arrive from the date it is shipped.
Fed Ex International Priority will take an average of 1-3 business days to arrive from the date it is shipped.

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What if my order is unable to be delivered because of an incorrect or incomplete address?
If a package is returned to us after unsuccessful delivery attempt by USPS or Fed Ex due to an incorrect or incomplete address provided at checkout, or it is refused at the door, the customer will be responsible for the cost of reshipping. We will make three attempts to contact you through phone and email, and if we don't receive a reply in 30 days the item will be refunded less shipping if it is a non-custom item. Personalized items cannot be resold, and if we do not receive a response within 30 days, the item will be donated to charity. Our return policy for personalized items will be upheld and it will unfortunately not be able to be refunded.

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What if my package has gotten lost in the mail?
We are happy to replace and reship your order at our expense if the tracking number does not show as "delivered" and there is no activity on a tracking number:
~ Within two weeks of the ship date for domestic packages 
~Within six weeks for international packages ** To account for potential customs delays

ADDITIONALLY - Please note that we understandably cannot be responsible if the item has been marked as delivered through the tracking number, and you have not received it. This is a USPS or Fed Ex issue, and you will need to contact them directly. If insurance has been purchased on the order, we can assist you in filing a claim and provide any documentation needed.

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Will I have to pay duties or taxes on my International Order?
Maybe. Depending on where you are located and what you are purchasing. To calculate fee estimates, we recommend using: 
http://www.dutycalculator.com/new-import-duty-and-tax-calculation/ 
Any duties or custom fees will be the responsibility of the buyer. By purchasing an item from website, you are agreeing to pay the associated custom's import duties/fees. 

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What if my International Order is confiscated at customs?
While we know many countries import laws, that we ship to regularly, our knowledge is not exhaustive. By purchasing an item in our shop, you are acknowledging that it can be legally imported into your country. We will declare proper item value and descriptions when shipping, but are not responsible for items confiscated by customs officials due to import violations. 
If you are uncertain of your country's import restrictions, please use this link: http://pe.usps.com/text/imm/ab_toc.htm

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Any further questions? Contact us at sales@frederickengraving.com and a customer care representative will get back to you shortly with an answer!