General Policies - Qualtry

General Policies


Thanks for shopping at! If you are not completely satisfied with your purchase, we want to know! Please contact our Customer Support department so that we may remedy the situation.



If your order arrived damaged or incorrect, a replacement will be shipped at no additional charge. If a replacement is not desired, a different product of equal or lesser value may be shipped as an exchange.

If your item is damaged at any time within the first 30 days, please send us a photo and we can get it replaced for you.

If the personalization information you provided us in your original order was incorrect, we will ship you a replacement at a discounted price. If a replacement is not desired, a different product of equal or lesser value may be shipped as an exchange at a discounted price. Shipping charges will be applied to the replacement/exchange.



If you wish to return any item for any reason, please contact our Customer Support department to request return information. We must receive the item(s) within 30 days of the request in order to issue a refund. You may use your preferred shipping method to return your order. Once received, we are able to refund the original charges. We do not reimburse return shipping costs and cannot be responsible for returns lost in transit. If any redemption voucher was applied, it cannot be refunded by Qualtry.


Changes to Orders

When we receive an order, the information is sent to our designers as soon as it is placed. Because of this, making changes to orders after they have been placed is difficult and cannot be guaranteed. If a change needs to be made, please contact our Customer Support department as soon as possible. A reprocessing fee will be applied to any changes that are able to be made.


Canceling orders

Please contact our Customer Support department as soon as possible to see if your order can be cancelled. We cannot guarantee that orders can be cancelled before being shipped.
Qualtry reserves the right to cancel any order in which a discount or redemption code was used for more than its intended value.


Out of Stock Substitutions

If an item is out of stock, an item of equal or greater value may be substituted if the replacement product is found to be similar. This is done to ensure that the order is fulfilled in the standard time-frame.



Orders can take up to 7-10 business days to be processed, sometimes longer for our newer products. Once your order is personalized and inspected for quality we ship your order. Shipping in the U.S. can take 3-5 business days after your shipping confirmation email is received. If for some reason your order hasn’t shipped after the allotted 7-10 business days, please contact our Customer Support department. 


Front of the Line

Not all of our products qualify for the Front of the Line option. All qualifying items will be shipped out within the next business day. Refunds for the Front of the Line option can only be given if a majority of the qualifying items were delayed. Front of the Line cannot be refunded for orders that are returned.


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