FAQs

FREQUENTLY ASKED QUESTIONS

Part I. Products & Designs

Q: Which products do you offer?

A: We offer unique and sentimental items, such as Jewelry (Necklaces, Bracelets, Dog Tags), and other personalized products!

 

Q: Can I personalize my products?

A: Yes, for an extra add-on we can customize a small message on the back of many of our necklaces, bracelets, and dog tags, etc.

 

Q: How many lines can I get engraved?

A: We can only engrave 2 lines per item (each line can only have 20 characters max). Example: Line 1: Daddy's Girl, Line 2: Jessica

The more characters you pick the smaller the font gets, so less is more suitable.

 

Q: What material are the jewelry items made of?

A: All of our jewelry products are made from high-grade surgical stainless steel (316L) which is a strong, corrosion-resistant, and low allergy metal. Items finished in gold are plated with real 18K gold, using specialized plating techniques that provide a hard-wearing coating of gold that won't rub or wear away.

 

Q: Where are your items shipped from?

A: Our merchandise is made and shipped from Hackettstown,NJ.

 

Part II. Shipping, Packing & Fulfillment

Q: Which countries do you deliver to?

A: We deliver worldwide to most countries with door to door tracking.

 

Q: How long does it take orders to be produced?

A: Our US-based items take 3-5 business days to be produced and shipped. Our international items can take up to 30 days to arrive.  Please check each individual item for shipping terms. If not listed these are the defaults.

Q: How can I know my order has been shipped?

A: We will notify our customers by sending them an email notification with a tracking number attached.  If you opt in to our facebook messenger service you will get notifications there as well.

 

Q: Do you offer faster shipping?

A: Unfortunately, we currently do not have rush shipping options due to our order volume and the nature of our products.

 

Q: What can I do if my tracking number stopped updating?

A: Please allow a couple more days for tracking to resume updates again, occasionally we see the updates stop for a brief period then resume. The carriers asks us to wait for 7 business days since the last update. If there is no movement after this, we can file a lost item claim and re-send your order.

 

Part III. Discounts

Q: Do you offer free shipping?

A: Yes, we do offer free shipping when the order is $100 or more.

 

Q: Where can I receive a discount code?

A: Discount codes may be available upon entering the site, as well as through E-Mail and Facebook promotions.

 

Part IV. Replacements, Exchanges & Returns

Q: How can I know if I am eligible for a replacement?

A: We can replace or remake your order: if you received the wrong item, if the item you received is defective, damaged or broken, or lost in fulfillment.

 

Q: How can I request a replacement?

A: We need an actual photo of the item you received (in this photo, we need to see what the defective or damaged is) in order to request a remake as soon as possible. For issues, please email our customer service team at support@etchandengrave.com

 

Q: I want to return my order and get a refund. What can I do?

A: Unfortunately, these are made-on-demand products and we only offer refunds in extreme cases. We are pleased to offer replacements or exchanges per our policies.

 

Q: I want to return my item to arrange an exchange. What can I do?

A: Email support@etchandengrave.com for more information.