All orders are processed and shipped in the order in which they are received, as well as timeliness of proof approvals for engraved items. Shipping times are also based on in-stock availability. Generally, in-stock items are shipped within 3-5 days of receipt of order. Items that are currently out of stock and need to be ordered into our production warehouse are usually shipped within approximately 7 business days from the date order is placed.
Thomas Dale Co. is dedicated to your complete satisfaction with your order. If your product arrives damaged, or broken, or has a manufacturing defect, we will replace your items at no charge. Please check your shipment upon arrival and notify us within 48 hours of any issues.
- Engraved/personalized products, as well as custom made products are not resalable and cannot be returned or exchanged.
- Bulk purchases and program orders are special manufacturing runs and cannot be returned for credit.
- Non-personalized items may be returned for store credit within 7 days of purchase if you have received approval from our Customer Service Team prior to returning them. Items must be returned in their original packaging, and undamaged.
- We do not refund shipping costs or pay for the return shipping costs.
- A 15% restocking fee will apply on order cancellations unless the cancellation occurs on the same business day the order is placed. You have until the end of the business day your order is placed (5:00 pm EST) to cancel your order for a full refund. Once the proof is approved on an order, the order cannot be cancelled.
If you wish to return a damaged item, please Contact Us with your order number and details about the product you would like to return. Someone will contact you as soon as possible.