Please note, we are not responsible for the accuracy of the information you or your customer has submitted, or for incorrect choice.
If we have made a mistake on a tag, or we have sent your customer a faulty or incorrect tag, we will replace the tag free of charge. In the event of a claim under our guarantee, we will request a photo, and in some instances, return of the faulty or incorrect tag.
As our tags are deeply laser engraved, our tag/s may arrive with some cloth fibres/metal residue still attached, or even with a bold finish. If this is the case, simply advise your clinet/customer to wipe over your tag/s with a cloth (e.g. polishing or jewellery) to smooth over the engraving and/or remove any excess fibres/metal.
Orders are sent in a standard DL size envelope by regular post to the delivery address provided**, normally within two business days of receipt of the order. There is no tracking available and a signature is not required on delivery. Please allow up to 18 business days for delivery outside of Australia and up to 10 business days for delivery within Australia.
**PLEASE NOTE: We do not accept Parcel Locker or Parcel Collect delivery addresses due to orders being sent in an envelope. Re-delivery fees will apply should a Parcel Locker or Parcel Collect address be provided and your order returned to us.
If your customer has not received their order after the above delivery time frame from the date of dispatch, please email us providing the order number/s and we will follow up. We will replace any tags lost in the post free of charge, provided the delivery address is correct and if they are reported to us within 45 days from the date of dispatch. If your customer has not received their order and contacts us after 45 days, unfortunately, we will be unable to process a refund, nor will we be able to process a new tag order.