Golden Moments by REI Store Policy
Return & Replacement Policy
Return of Gift Plaque
Understandably, personalized items cannot be accepted for return, unless there is a manufacturing error or product defect. We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!) Please review your personalized information before submitting your order. We strongly encourage our customers to carefully review the proof before signing off. Check spelling, dates, and names carefully.
Our products are customized for each customer and engraving mistakes are checked for accuracy according to the customer’s supplied text. If there is an error caused on our end, we must be notified within 48 hours of the package delivery. We will replace the incorrect item at our sole expense within 2 business days and ship out using the same shipping method selected for the original order.
Customer errors are replaced as quickly as possible, and billed again with a courtesy discount. Customers are ultimately responsible for correct spelling of names, and custom information on engraving proofs.
Return for, defective or damaged gift.
We must be notified of any damages, defects or other problems within 48 hours of the receipt with a photo proof by email to issue a replacement. If the photo proof is not sufficient, we will require an actual return of the damaged piece(s). In this case, a prepaid return label for the claimed items will be provided by email.
Replacement for lost package
On the scheduled ship date, you will receive a Shipment Confirmation email with the package tracking information. You can track the delivery status on the shipping carrier’s website to expect the delivery on the exact date. We only use reliable and guaranteed shipping services, i.e. UPS, FedEx, USPS to make sure your order will arrive on time. However, occasional delays may occur due to weather, unexpected transportation or uncontrolled incidents. Golden Moments by REI is not responsible for the shipment delay caused during transit. Refund request of the shipping charge will be processed upon the approval from the shipping carrier. In the case of a lost package, we must be notified within 48 hours of the estimated delivery date indicated on the carrier’s tracking information. Once the lost package case is investigated by the shipping carrier, we will ship the replacement at our sole expense within 2-3 business days using the same shipping method selected for the original order.
Please Contact us for Return Authorization and instruction.
At Golden Moments by REI, we are committed to protecting your privacy. We pledge to keep your information confidential. We will only use the information you supply to us to process orders and to provide a more personalized shopping experience. We do not ever sell, trade, or rent your personal information to outside parties.
To improve your checkout process and to provide a more personalized shopping experience, you can create an account with Golden Moments by REI. Creating an Golden Moments by REI account allows you to view your order history and track your orders, keep a convenient address book for faster checkout, and keep a history of previous designs and uploads so you can continually use your favorite designs with ease. When ordering with us, we need to know your name, e-mail address, billing address, shipping address, and credit card information. This allows us to process your order and to notify you of your order status.
Security of Your Information
Rest assured that we utilize the latest encryption technology to ensure the safety of your personal information at Golden Moments by REI. Your ordering information is encrypted during the ordering process & transmission and stored on our secure server to provide the highest level of security possible.
We further protect your information using the following methods:
Password protection: When you create an account with us, your password creates another level of security for your personal information. Your password is your secret code into your account. Make your password a combination of at least 6 characters/numbers that are not easily guessed (don’t make your password your last name, for example).
Site protection: Our entire site is protected behind an advanced firewall (think of it as a cyber fortress), which prevents unauthorized persons from accessing your information. When you order, we transfer to a secure server before collecting your credit card information. The secure server software (SSL) encrypts then sends your information securely. Your credit card information is used only by Verisign, a credit card processing company.
Additionally, we use the Address Verification System (AVS) to verify the billing address matches the address of the credit card. We use other resources and procedures to ensure all orders are valid.