Refund policy

Custom & Personalized Items

All personalized and engraved items are made to order and considered final sale. Because each piece is created specifically for you, we cannot accept returns or issue refunds on custom work.

Every order includes a free digital proof for your approval before we engrave. Once you approve the proof, the design is locked and production begins. Please review your proof carefully. Errors in customer-provided text (names, dates, spelling) are the customer's responsibility.

Our Quality Guarantee

If your item arrives damaged, defective, or does not match your approved proof, we will replace it at no cost to you. Contact us within 7 days of delivery at [email protected] with a photo of the issue. We will make it right.

Pre-Designed Items

Pre-designed items that have not been personalized may be returned within 14 days of delivery if they are unused and in original condition. Buyer pays return shipping. Contact us at [email protected] to start a return.

Bulk & Corporate Orders

Orders of 10 or more units are subject to separate cancellation and refund terms provided in your order agreement. Cancellation of bulk orders after proof approval may incur a fee of up to 25% of the order total. Contact us for details.

How to Request a Return or Replacement

Email us at [email protected] with your order number and a description of the issue. We respond within 24 hours.

Off The Rails Kustom Kreations
Somerset, Wisconsin
Veteran-Owned · Handmade in the USA