Returns & Refunds

Every item we sell is made to order and personalized with the names, dates, messages, photos or designs you choose. Once an item has been personalized it cannot be resold, so all personalized items are final sale. We do not accept returns or exchanges, and we do not issue refunds, for a change of mind, a change of plans, or because you no longer need the item.

This policy is posted as required by New Jersey law (N.J.S.A. 56:8-2.16). It also applies to orders placed online and picked up at our kiosk, and to orders we ship to you.

We engrave or print exactly what you submit or approve. Before you place an order, and before you approve any layout we show you, please check every detail: spelling, names, dates, numbers, punctuation, capitalization, font and placement.

Mistakes in the information you provided, including spelling or date errors in the text you entered, are not defects and are not eligible for a free remake or refund. If you spot a mistake after ordering, contact us right away. If we have not started your item, we will update it at no charge.

We stand behind our work. We will remake your item at no charge, or refund what you paid for it, if:

• the personalization does not match the text, photo or layout you submitted or approved, because of our error;
• the item has a manufacturing defect; or
• the item arrives broken or damaged in shipping.

We will choose to remake the item first where we reasonably can. If we cannot remake it, or the remake also has one of the problems above, we will refund the price of the item and any shipping charge you paid for it. Refunds go back to the original payment method.

For kiosk pickups, please look over your item before you leave so we can fix anything on the spot. For all orders, tell us about a problem within 7 days of picking up or receiving your item by emailing thepersonalizationhub@gmail.com with:

• your order reference (it starts with PH-);
• clear photos of the item and, for shipping damage, the box and packing materials; and
• a short description of the problem.

Please keep the item and its packaging until we have resolved your request. We may ask you to bring the item to the kiosk or send it back so we can inspect it. If we ask you to send it back, we will cover the return shipping.

The following are normal characteristics of personalized products and are not defects:

• Small differences between the on-screen preview and the finished item. Previews are approximate and screens show colors and proportions differently.
• Reduced detail that comes from the photo you supplied, such as low resolution, blur, poor lighting or heavy compression. We will tell you if a photo looks unsuitable, but the final result depends on the original image.
• Natural features of materials, such as minute inclusions or bubbles in crystal, grain in wood, and slight variations in color, finish or engraving depth.
• Normal wear, or damage caused by accidents, misuse or improper care after you received the item.

You can cancel or change an order at no charge until we start personalizing it. Because many items are made the same day, please contact us as soon as possible by phone at (856) 655-9599 or by email at thepersonalizationhub@gmail.com. Once personalization has started, the order cannot be cancelled or changed.

We confirm the shipping cost with you by email before we ship. If you do not accept the shipping cost, you may switch to kiosk pickup or cancel the order before personalization starts.

Please make sure your shipping address is correct. If a package is returned to us because the address was incomplete or incorrect, we will reship it once you pay the new shipping cost. If a package shows as delivered but you cannot find it, contact us within 7 days and we will open a claim with the carrier and work with you on a resolution.

We will hold your finished order at the kiosk for 60 days after your chosen pickup date. If you need more time, just let us know. If an order is not collected within that period and we cannot reach you using the contact details you gave us, we may treat the order as abandoned. Because the item is personalized and cannot be resold, any amount paid for it will not be refunded.

Promotional items, such as the free custom Acrylic Keychain with orders of $100 or more, have no cash value and cannot be exchanged for cash or other items. If an order is refunded in full, the promotional item is no longer included. Full promotion terms are in our Terms of Service.

This policy does not limit any right or remedy you have under New Jersey law or other applicable law that cannot be limited or waived by agreement, including your rights if an item is not as described.