General Policies

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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 received in a damaged condition, please send us a photo of the item and the packing slip and we can get it replaced for you.

If the personalization information on the order does not match on the item(s) you received, we will ship you a replacement at no extra cost.

Please send photos of the incorrect personalization/damaged items to



Due to the nature of the personalization business, we do not accept returns. Kindly dispose of the defective order at your convenience once the replacement order arrives. 


Changes to Orders

When we receive an order, the order information is automatically uploaded to the design software and batched for engraving. Because of this, making changes to orders after they have been placed is not possible. You are welcome to utilize the live chat function for assistance if you need help before placing the order. If the order require any changes to the personalization details, please contact customer support via live chat or email ( for assistance. 


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 will 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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