Terms of service

Mockup Approval

Production will only begin after the customer has reviewed and approved the final mockup. By approving the mockup, the customer confirms that all details — including spelling, design placement, sizing, and specifications — are accurate.

Once approval is given:

  • Changes cannot be made

  • Orders cannot be canceled

  • Refunds will not be issued

Custom Product Policy

Due to the personalized nature of engraved and printed items:

  • All sales are final

  • No refunds or exchanges are accepted

  • We are not responsible for errors that were approved in the mockup

Customer-Provided Items Policy

At ES Creative Works, we love bringing your personal items to life with custom engraving and printing. To ensure the highest quality results, please review our policy regarding customer-provided materials:

  • Item Eligibility: We do not accept all customer-provided items. Acceptance depends entirely on the product's material, shape, and compatibility with our equipment. Please contact us prior to ordering to discuss your project.

  • Testing Requirements: For all approved customer-provided items, we require 2–3 additional blanks/items of the exact same product and material for machine calibration and test testing.

  • Limitation of Liability & Machine Risk: While we use commercial-grade, precise equipment, customization processes involve high heat, lasers, and mechanical movement. By providing your own items, you acknowledge and agree that ES Creative Works is not responsible for any damage, imperfections, or machine failures that may occur during the testing or production process. We do not offer replacement or reimbursement for customer-provided items damaged due to machine variance or technical failure.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with photos of the issue so we can review and resolve the situation.

We are committed to quality and customer satisfaction and will always work with you to ensure your custom order is produced exactly as approved.


Shipping & Delivery Responsibility

Once an order has been completed and handed over to the shipping carrier, ES Creative Works is not responsible for delays, damages, lost packages, or delivery issues caused by the shipping company.

We are not liable for:

  • Shipping delays due to carrier issues, weather, or transit disruptions

  • Lost or stolen packages marked as “Delivered” by the carrier

  • Damage that occurs during transit

  • Incorrect delivery due to address errors provided by the customer

Please ensure your shipping address is entered correctly at checkout. We are not responsible for packages shipped to incorrectly provided addresses.

If a shipping issue occurs, we recommend contacting the carrier directly to file a claim. We will gladly provide tracking information and assist with documentation if needed.

Once the package leaves our facility and is scanned by the carrier, responsibility for delivery transfers to the shipping provider.