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Deliveries, Returns, Refunds, Cancellations
REGARDING SHIPPING: WE URGE OUR CUSTOMERS TO PLEASE ALWAYS KEEP TRACK OF THEIR ORDERS VIA THEIR ATTACHED TRACKING NUMBERS. WE CANNOT, AND WILL NOT KEEP TRACK OF THE DELIVERY STATUS OF YOUR ORDER. IF THERE IS ANY ISSUE WITH SHIPPING, WE URGE THAT YOU PLEASE CONTACT THE DESIGNATED COURIER (UPS, USPS ETC) FIRST BEFORE INQUIRING WITH US. OUR KNOWLEDGE OF YOUR PACKAGE STATUS WHILE IN TRANSIT IS AS LIMITED AS YOURS. YOU WILL GET THE SAME INFORMATION FROM THEM AS YOU WILL FROM US. THANK YOU KINDLY FOR YOUR UNDERSTANDING :)
REGARDING SHIPPING & SHIPMENT STATUS.
WE WILL NOT ANSWER QUESTIONS REGARDING SHIPPING UNLESS IT MEETS THE FOLLOWING CRITERIA:
1. Order has not shipped out within indicated processing time
(PLEASE KEEP IN MIND WE WORK BY BUSINESS DAYS, AND THE FIRST BUSINESS DAY IS THE DAY FOLLOWING YOUR ORDER. NOT THE SAME DAY)
our most current processing times are always displayed on our website header/banner at the top of the page.
2. Order has somehow shipped with incorrect shipping address.
REFUND POLICY
All sales are final and non-refundable, with the exception of damaged or defective product. It is the buyer's responsibility to purchase a sample lid before making a bulk purchase to ensure fit as well as logo engraving satisfaction. By default we DO NOT reach out to customers to provide sample engravings, so a sample is highly recommended.
ORDER CANCELLATION
Orders can be modified within 24 hours of being placed. Please contact us immediately either via chat or our contact us page.
PRODUCT REPLACEMENT POLICY
Please inspect your order upon reception and contact us within 72 hours if you find an item is defective, damaged in shipping or if you receive an incorrect item, so that we can evaluate and issue a replacement or credit. We will be unable to honor a request after this timeframe. Dulceria Creations LLC reserves the right to request return of product or a sample for inspection prior to issuing a refund.
REGARDING FIT, SHADE VARIATIONS IN STAIN COLOR AND ENGRAVING VARIATIONS.
DULCERIA CREATIONS, LLC will not issue refunds based on variations in fit. We create all of our custom fit lids to universal measurements and have no control over manufacturers of the dozens of vessel lids we create. DULCERIA CREATIONS LLC will not issue a refund due to shade variations in color of stain. We use natural pine and sometimes stains are 1-3 shades in difference, this is the nuance of using natural pine. DULCERIA CREATIONS will not issue a refund to to slight variations in engraving color or darkness/lightness. We maintain engraving settings for every invidual customer and will always strive to achieve the most consistent look possible, but due to factors such as wood age, dryness or moisture content, we cannot ever guarantee a certain engraving color. DULCERIA CREATIONS LLC will not issue refunds due to gaskets not being perfectly placed; our lids are put together by hand and sometimes will be off center by 1-2mm. These are generally not noticeable to the human eye and do not effect the final look drastically in any way.
REGARDING LOGO QUALITY AND HOW IT TRANSLATES TO ENGRAVING
It is the sole responsibility of the customer to upload a high resolution JPEG or PNG to the content manager. PDF's and SVG's can be emailed to us at support@dulceriacreations.com. If your logo is extremely busy, layered, watercolor, grayscale, a screenshot, or low resolution (blurry), DULCERIA CREATIONS LLC does not heavily modify your image. If the graphic is poor then the engraving as a result we be of poor quality. Part of how we pass savings onto our customers is by bypassing the setup process so we keep our setup time to a minimum for each order. If you need further design services these can be billed separately via invoice.