POLICIES
Cancellations:
Final approval of engraving proof(s) by the customer constitutes permission to commence production. If you need to cancel your order after approval has been granted, we will do our best to accommodate. However, if the item has already been produced we are not obligated to accept the cancellation request.
CODs:
Masterpiece Heirlooms does not ship products COD.
Damage:
All products are insured for full replacement value. If damage occurs during shipping, you must inform Masterpiece Heirlooms within 3 business days of receipt of merchandise. Keep all original packaging and shipping box for inspection by the carrier. Important – we are not liable to replace any damaged item if you do not have the original shipping box/packing materials, as this will void the shipping insurance. Verified damaged items will be replaced at no charge.
Engraving charges:
Engraving is included in the price of the item.
Errors:
If an engraving error has occurred, you must notify Masterpiece Heirlooms within 3 business days of receipt of merchandise. We will verify the error against the customer approved engraving proof. If we have made the error, we will be completely accountable and replace the item immediately at our expense. For errors beyond our control (customer provides incorrect name spellings, dates or other text and has approved the incorrect proof) the item will be replaced and the customer will be re-billed with a courtesy 35% discount off the original sales price.
Payment:
Payment is due upon your final approval of the engraving proof(s). We accept Visa, Mastercard, Discover and American Express. A copy of your paid invoice will be emailed to you upon completion of the project. Sorry, we do not accept personal checks. Paid invoices may also be sent via fax or U.S. Mail upon request.
Pre-production proofs:
An engraving proof will be provided via email for each item ordered. Before we begin production, customer approval of all engraving proofs via email or in writing is required. Proofs may also be sent via fax or U.S. Mail upon request.
Privacy Policy:
Masterpiece Heirlooms is committed to customer confidentiality. Unless required by law, we will never sell, share, rent or distribute your private information.
Production (turn-around) time:
When final approval of the engraving proof(s) is received, orders are normally shipped within 7-10 business days.
Returns:
Your final approval of the engraving proof(s) for your project constitutes permission to commence production. Because of the extremely custom nature of our work, and the fact that engraved materials cannot be “recycled”, we do not accept returns of completed merchandise. All sales are final.
Rush Orders:
Orders which must ship in less than 7 business days from the date of final proof approval are subject to a rush order fee of $50.00. We will attempt to accommodate all rush service requests. However, we cannot guarantee that rush service is available at all times.
Set-up charges:
Our prices include setup for projects including standard text and one piece of custom artwork (baby footprints, corporate logo, etc.). Note: Additional artwork or images which require cleanup work in order to make “camera ready”, as well as abnormally long sections of text (greater than 400 characters), such as poems, stories, verses, etc., may result in additional set-up charges. Any additional fees will be quoted prior to beginning layout design. Our graphic services are billed at $45.00/hour. Average cleanup jobs are approx. 1-2 hours of work.
Shipping:
Standard shipping is via UPS ground service, FedEx ground service or United States Postal Service. Upon request, expedited service can be arranged. Additional charges for expedited service will be discussed prior to shipment. After your project has shipped, you will receive the tracking information via email.
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