Cancellation & Return Policy

General Info is absolutely committed to satisfying customers.  We pledge to provide you with innovative products,  exceptional quality and value, and customer service that exceeds your expectations.  See our satisfaction guarantee.  If you are not satisfied in any way, please let us know

Note that cancellation and return policy terms apply to the purchaser and not the recipient of a gift.

Customer Service Contact Info
  • Phone: 480-621-6657 (M-F 9-5 MST)
  • Email
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See General Info section first.

Because work on your order begins almost immediately, we charge your credit card as soon as we receive your order.  Refunds are dependent on the costs incurred at the time you change or cancel your order.   Below is the approximate timing of when we incur costs. We will make this calculation at the time of the change/cancellation and will not charge you if we have not incurred the cost so call or email us ASAP.

Plaque Engraving
Once your plaque is engraved (1-2 business days from order) we cannot refund the plaque price ($10) and we will have to charge for any changes.

Artwork Creation
- Orders cancelled BEFORE the artist begins work (normally within 24 hours from order) - 100% refund.
- Orders cancelled AFTER our artist has started but BEFORE shipment - 25% of the artwork creation price, 100% of frame related (excluding $10 for engraved plaque), and 100% of shipping will be refunded.

- Orders cancelled after artwork is approved but before we have incurred the costs for printing (normally 12 hrs from approval) and framing (normally 1-2 business days from approval) will be refunded 100% of printing, 100% of frame related costs (excluding $10 for engraved plaque), and 100% of shipping.
- If order has been printed/framed but not shipped, 67% of framing costs (salvageable costs), and 100% of shipping costs will be refunded.

Because this is completely custom artwork and the fact that we don't ship until after you approve the Proof, there are no cancellations or refunds after shipping but see return policy below. We of course will replace anything that is not what was approved, is defective, or has been damaged in shipping as long as it is reported within 10 days of receipt.

We will cancel and refund the amount due to your credit/debit card within 5 business days of receipt.  Note that it can take your bank 3-5 business days to process.


 (click to view)

See General Info section first.

It is important to inspect the product upon delivery.

If there are any issues, the first step is to call (480-621-6657) or email Customer Service ( ) within 10 days of delivery. We can help you figure out your options and give you the necessary instructions subject to the terms below:

Frames, Plaques, Prints

  • Frames, acrylic, mats, plaques, and prints that have a manufacturing defect, are damaged during shipment, or are not reflective of the artwork was approved (in the case of prints), can be returned for a full refund or replaced at no cost to you. Call or email us to get return instructions within 10 days of delivery.  Note that items damaged during shipment should be retained for 7 business days after you contact us in case UPS/FedEx wants to inspect.
  • Items that are not defective or damaged during shipment may be returned or exchanged subject to the following:
    • Return shipping will be at your cost.
    • For exchanges, shipping the new product will also be at your cost.
    • Items must be received back in “new condition”. Note that the acrylic, mat, and plaque portion (33%) of a frame cannot be refunded.
    • Contact us first to let us know you are returning product within 10 days of delivery.
    • Product should be returned within 30 days of delivery.

Artwork Creation

  •  Because the artwork creation portion of the order is fully custom and approved by you prior to shipment, it is not returnable.

We will inspect and process your return and refund the amount due to your credit/debit card within 5 business days of receipt. Note that it can take your bank 3-5 business days to process.