Refund & Return Policy — Penn Creek Creations

Last updated: 9/6/2026

Custom & Personalized Items

Because every item sold by Penn Creek Creations is custom-made to order using the image, text, logo, or design details you provide, we are unable to accept returns or offer refunds for buyer's remorse, incorrect personalization submitted by the customer, or change of mind. Please double-check all spelling, dates, names, and uploaded files before completing your order — once production begins, orders cannot be modified or canceled.

Damaged, Defective, or Incorrect Items

We stand behind the quality of our work. If your order arrives damaged, defective, or does not match what you approved at checkout (e.g., wrong item, wrong engraving, production error on our part), we will gladly correct it. To request a replacement or refund:

1. Contact us at penncreekcreations@gmail.com within 7 days of delivery.
2. Include your order number and clear photos of the item (and packaging, if damaged in transit).
3. We will review your request and, if approved, offer a free replacement or a full refund, at our discretion.

We are not responsible for errors in personalization that match what was submitted and approved by the customer at checkout.

Order Cancellations

Because production typically begins shortly after an order is placed, cancellation requests can only be honored if your order has not yet entered production. Contact us as soon as possible at penncreekcreations@gmail.com if you need to cancel.

Shipping Issues

Penn Creek Creations currently ships to states east of the Mississippi River. If your order is lost or significantly delayed in transit, contact us at penncreekcreations@gmail.com and we will work with you to resolve it.

Non-Custom Items (if applicable)

[Include this section only if you ever sell any ready-made/non-personalized items.] Unused, unopened non-custom items may be returned within 10 days of delivery for a refund, less original shipping costs. Buyer is responsible for return shipping unless the item was defective.

How Refunds Are Issued

Approved refunds will be issued to your original payment method within 5–10 business days of approval. Shipping costs are non-refundable except where the return is due to our error.

Contact Us

Questions about your order or this policy? Reach us at penncreekcreations@gmail.com.