We’re committed to making your experience with Ebb & Flow Etching clear, simple, and enjoyable. Because many of our products are custom, personalized, or made to order, please review the policies below before placing an order.
Custom & Personalized Orders
Please double-check all names, dates, wording, spelling, capitalization, and other personalization details before submitting your order.
Ebb & Flow Etching is not responsible for errors that appear exactly as they were submitted or approved by the customer.
Because personalized and custom-made products are created specifically for you, they are generally not eligible for returns or exchanges unless the item arrives damaged or we made an error during production.
Once production has started, changes or cancellations may not be possible.
Design Proofs & Approvals
For orders that require a design proof, production will begin after the customer approves the design.
Please carefully review all spelling, layout, sizing, and design details before approving your proof.
Once a proof has been approved, the customer accepts responsibility for the approved design. Changes requested after approval may result in additional design fees or production delays.
Unless otherwise stated, minor differences in positioning, color, wood grain, engraving depth, or other natural characteristics are not considered defects.
Customer-Supplied Items
We are happy to engrave certain customer-supplied items when approved in advance.
Engraving permanently alters the surface of an item. Results may vary depending on the material, coating, finish, age, or construction of the item.
While we take great care when working with customer-supplied items, engraving and handling carries some inherent risk. Ebb & Flow Etching is not responsible for pre-existing damage, hidden defects, manufacturer defects, coating failures, or unexpected material reactions.
Certain materials or products may be declined if we believe they cannot be engraved safely or reliably.
Customers may be required to complete and sign a work order before engraving begins.
Artwork, Logos & Copyright
Customers who provide artwork, logos, images, trademarks, or other designs confirm that they have the legal right or permission to use the submitted material.
Ebb & Flow Etching is not responsible for copyright, trademark, licensing, or intellectual-property disputes involving artwork supplied by the customer.
We reserve the right to decline any design or engraving request at our discretion.
Returns, Refunds & Exchanges
Due to the custom nature of many of our products, personalized and custom-made items are generally final sale.
Non-personalized items may be eligible for return or exchange when approved in advance and returned in their original condition.
If your order arrives damaged, defective, or incorrect due to an error on our part, please contact us as soon as possible after delivery and include clear photos of the item and packaging.
Approved refunds will be returned to the original payment method whenever possible.
Shipping charges may be non-refundable unless the return is the result of an error by Ebb & Flow Etching.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Orders may be cancelled for a full refund if production has not yet begun and no custom design work has been completed.
Once design work, personalization, engraving, printing, cutting, or production has started, all or part of the order may become non-refundable.
Custom design or setup fees may be non-refundable once work has begun.
Production & Turnaround Times
Production times vary depending on the product, order quantity, personalization requirements, and current workload.
Any turnaround estimate refers to production time unless specifically stated otherwise and does not include shipping or carrier transit time.
Orders requiring customer approval will not enter production until all required information and approvals have been received.
Large, bulk, or highly customized orders may require additional production time.
Rush Orders
Rush service may be available for certain products and is subject to current production capacity.
Rush fees may apply.
A rush production date does not guarantee a carrier delivery date unless specifically agreed to in writing.
Please contact us before placing a time-sensitive order so we can confirm availability.
Shipping
Customers are responsible for providing a complete and accurate shipping address.
Ebb & Flow Etching is not responsible for delays caused by shipping carriers, weather, incorrect addresses, or other circumstances outside of our control.
If an order is returned because an incorrect or incomplete address was provided, the customer may be responsible for additional shipping costs before the package can be resent.
Please contact us promptly if your package appears lost, damaged, or incorrectly delivered so we can help determine the appropriate next steps.
Local Pickup
Local pickup may be available for certain orders.
Customers will be notified when their order is ready. Please do not arrive for pickup until you have received confirmation that your order is complete.
Pickup instructions and availability will be provided when applicable.
Bulk & Large Orders
Bulk and large custom orders may require a deposit before design or production begins.
Final pricing may depend on quantity, materials, personalization, artwork requirements, and production complexity.
Changes to quantity, design, personalization, or specifications after approval may affect pricing and completion dates.
Final payment may be required before products are released, shipped, or delivered.
Product Variations
Many of our products are created using natural materials such as wood, cork, leather, acrylic, or coated products.
Natural differences in grain, knots, texture, shade, engraving appearance, and color are normal and make each item unique.
Product colors may also appear slightly different depending on lighting, photography, and individual screen settings.
These natural or minor variations are not considered defects.
Photos & Social Media
We may photograph completed products for use on our website, social media, advertisements, or portfolio.
If your order contains personal information, is intended as a surprise gift, or you would prefer that it not be photographed or shared, please let us know when placing your order.
We will make reasonable efforts to honor requests not to publicly share a custom order.
Payment
Payment is required according to the terms provided at checkout, on your invoice, or on your custom order agreement.
Custom orders, bulk orders, or customer-supplied engraving projects may require deposits or full payment before production begins.
Orders are not considered confirmed until required payment and information have been received.
Policy Acceptance
By placing an order with Ebb & Flow Etching, submitting a custom order, approving a design proof, or signing an applicable work order, you acknowledge that you have reviewed and agree to the policies that apply to your purchase.
Questions?
We want you to feel confident before placing your order. If you have questions about a custom project, customer-supplied item, turnaround time, or any of our policies, please contact us before ordering.
Ebb & Flow Etching
Email: ebbandflowetching@gmail.com