Last updated: May 17, 2026
Thank you for shopping with Orchevo, LLC. We want you to be happy with your purchase. This Refund and Returns Policy explains when and how you can return a product and request a refund.
Custom-engraved and personalized products
Most of our products are custom-made to your specifications (for example, stainless steel labels engraved with text you supply). Because these items are made specifically for you, they cannot be returned or refunded except in the following circumstances:
- The product arrived defective (manufacturing fault, structural damage, illegible engraving caused by us)
- The product was engraved incorrectly due to our error (i.e. it does not match the text or specifications you submitted in your order)
- The product is materially different from what was described on the Site
- The product was damaged during shipping
If your order qualifies under any of the conditions above, contact us within 30 days of delivery at [email protected] with:
- Your order number
- A description of the issue
- Clear photographs of the product showing the defect or error
We will respond within 2 business days with next steps. If we confirm the issue, we will at our option either:
- Replace the product at no cost to you, or
- Issue a full refund to your original payment method
Non-personalized products
For any non-personalized product we may offer, you have 14 days from the date of delivery to request a return. The product must be:
- Unused and in its original condition
- In the original packaging, if applicable
To start a return, email [email protected] with your order number. We will send return instructions and the return shipping address.
Return shipping costs are your responsibility unless the return is due to our error or a defective product. We recommend using a tracked shipping service; we are not responsible for items lost in transit on the return.
Once we receive and inspect the returned item, we will issue a refund to your original payment method, less the original shipping cost.
Items that cannot be returned
The following items are non-returnable regardless of the circumstances above:
- Custom-engraved or personalized products (except as set out under “Custom-engraved and personalized products”)
- Products that have been used, altered, or damaged after delivery
- Gift cards
- Items marked “Final Sale” on the product page
Cancellations
You may cancel an order before it enters production by emailing [email protected]. Once a personalized order has entered production (typically within 24 hours of order placement), it cannot be cancelled.
Non-personalized orders may be cancelled at any time before they ship.
Refunds
Approved refunds will be issued to your original payment method (the credit or debit card used at checkout). Refunds typically appear on your statement within 5 to 10 business days of approval, depending on your bank.
We do not issue refunds in the form of cash, check, or to a different payment method than the one used for the original purchase.
If you have not received an approved refund after 10 business days, please first check with your bank or credit card issuer, then contact us at [email protected].
Damaged or lost shipments
If your order arrives damaged, photograph the packaging and the product before opening or discarding either. Email the photos to [email protected] within 7 days of delivery and we will arrange a replacement or refund.
If your order has not arrived within the estimated delivery window shown at checkout plus 10 additional business days, please contact us so we can investigate with the carrier.
Sale and promotional items
Items purchased on sale or with a promotional discount are subject to the same return policy as full-price items, but refunds will be issued at the discounted price actually paid, not the original list price.
How to contact us about a refund
For any questions or to request a return or refund:
- Email: [email protected]
- Phone: (712) 525-4179
- Mailing address: Orchevo, LLC, 1111b South Governors Ave STE 21853, Dover, DE 19904, United States