Proofing
It is the client’s responsibility to thoroughly review all proofs provided by Surcie LLC. Clients are encouraged to carefully review each proof and seek clarification on any details they are uncertain about before granting approval. Any requested modifications or corrections must be clearly communicated in writing. Once the proof is approved, any errors or mistakes identified thereafter are the sole responsibility of the client, and the client shall be responsible for any reprinting costs incurred.
The number of complimentary proofs varies by product and is specified in the product description. For items without a complimentary proof, or if the client opts to forgo the proofing process, the client assumes full responsibility for any errors present in the personalization form.
Clients should expect to receive a proof within the timeframe specified on each product page. However, during peak seasons, proofing times may vary. Orders with missing information will be delayed, as proofs will not be sent until all necessary details are provided. It is the client’s responsibility to ensure that all required information is submitted promptly to avoid proofing delays. Surcie LLC is not responsible for delays in proofing or production caused by additional changes requested by the client or delays in providing feedback.
Production and Rush Fees
Once an order is approved, it will be sent into production. The day an order is approved does not count as a production day. Requests for changes following proof approval will incur a minimum fee of $100, and feasibility will depend on the stage of production your order has reached. Estimated lead times listed on our website are calculated in business days, excluding weekends and holidays. Due to the nature of personalization, unforeseen delays may occur. Should a delay occur, you will be notified and our team will do its best to ensure the timely delivery of your order. Please note that production cannot begin until all required information is received, and any missing details will delay the process.
Rush options may be available for orders requiring delivery sooner than our standard production times. Rush options are subject to availability and must be confirmed by Surcie before purchase. Surcie reserves the right to refuse rush orders based on workload or feasibility. Rush proofing and production may be required. Expedited shipping is strongly recommended for rush orders. Surcie is not responsible for rush orders that do not arrive on time without expedited shipping. Rush fees are non-refundable once rush services are confirmed and initiated.
If your order includes a rush proof, you will receive your proof sooner than the standard turnaround time listed on the website. All necessary information must be provided promptly for the creation of the proof. Surcie is not responsible for delays resulting from incomplete or missing details, multiple proof changes or delays in client feedback.
Surcie is not liable for delays in production or delivery caused by circumstances beyond our control, including but not limited to natural disasters, pandemics, supply chain disruptions, or issues with third-party shipping carriers. Once orders have been handed over to the shipping carrier, any delivery delays are beyond Surcie’s responsibility, and claims must be made directly with the carrier.
For further information on rush fees or to inquire about rush availability, please contact our team.
Holiday and Weekend Closures
Surcie is closed for business on Saturdays, Sundays and Mondays. Orders placed or approved during these closure days will be processed on the next business day.
Additionally, please note that Surcie, along with many of our vendors, will be closed for the holiday period between Christmas Eve and New Years Day and the Friday after Thanksgiving Day. Orders placed or approved during this time will not be processed until business resumes. Production and proofing of orders will also pause during this period and will resume upon reopening.
Proofs will not be sent and customer service inquiries may be delayed during both weekend closures and holiday periods. Surcie is not responsible for any delays resulting from orders placed or approved during these closure periods. To ensure timely processing and avoid potential disruptions, we recommend placing orders as early as possible.
Shipping
All orders are shipped via UPS Standard Ground unless otherwise specified. Shipping times and methods may vary based on the destination and the shipping option selected at checkout.
Surcie is not liable for delays in shipping or delivery caused by factors beyond our control, including but not limited to weather conditions, customs delays or carrier issues. Once an order has shipped, Surcie relinquishes control over the shipment and can only provide the tracking number for reference. Surcie is not responsible for lost or stolen packages after they have been marked as delivered by the shipping carrier.
Please note that all shipping fees are non-refundable once the order has been processed and shipped. Additionally, orders containing multiple personalized items may be shipped separately and may arrive at different times.
Copyright Information
All designs, illustrations, works of art and products promoted or available for purchase on this website, as well as any items ordered or created in the proofing process, are exclusively owned and copyrighted by Surcie, unless explicitly stated otherwise. Unauthorized use, reproduction or alteration of designs, illustrations and works of art for personal use or creation of derivative works is strictly prohibited.
Unauthorized use, reproduction, distribution, modification or creation of derivative works from Surcie’s designs, illustrations and works of art is strictly prohibited without prior written consent from Surcie. This includes, but is not limited to, reproducing any portion of the design for personal use, commercial purposes or sharing it with third parties for duplication. Violation of this policy may result in legal action to protect our intellectual property rights.
By purchasing any product from Surcie, you are granted a limited non-transferable license to use the product solely for its intended personal use. THis license does not transfer ownership of any intellectual property rights to you. You may not claim ownership or authorship of any of our designs or artwork, nor use them for any commercial or non-commercial purposes beyond their original intended function.
Surcie reserves the right to showcase any custom designs or personalized work we create for clients on our website, social media platforms and in marketing materials, unless explicitly requested otherwise by the client.
We take our intellectual property rights seriously and we will pursue appropriate measures against any individual or entity that infringes on these rights. If you have any questions regarding the permitted use of our designs or would like to inquire about licensing, please contact us directly.
Intellectual Property for Custom Orders
By submitting any personal content (e.g., photos, artwork, logos) to Surcie for the purpose of customization, you confirm that you own the necessary rights or have obtained proper permission to use these materials. Surcie will not be held liable for any copyright infringement or other legal issues arising from the use of customer-supplied content.
Return Policy
Custom or personalized items are made to your specifications; therefore, no returns or cancellations are permitted once production has begun. It is the client’s responsibility to thoroughly review and approve all proofs. For items without a complimentary proof, or if the client opts to forgo the proofing process, the client assumes full responsibility for any errors present in the personalization form. Surcie is not responsible for printing errors that result from incorrect information provided by the customer. If a printing error is made that was not present in the approved proof, your item will be reprinted at no cost. If you receive an item with an error caused by our mistake, please contact our team immediately.
Surcie gladly accepts returns for non-personalized items. Returns must be initiated within 5 business days of receipt. To be eligible for a return, items must be unused, in perfect condition and shipped back in their original packaging. Customers are responsible for return shipping costs.
Once the return is received and inspected, Surcie will issue a refund to the original payment method, excluding any shipping fees, or provide store credit based on the customer’s preference. To initiate a return, please contact our team with your order details within 5 days of receipt.
Surcie reserves the right to refuse returns that do not meet our return policy criteria or that are not requested within the specified timeframe.
Payment Terms
Full payment is required at the time of purchase unless otherwise stated. All transactions are secured and encrypted. Surcie does not store your payment details, as they are handled by a third-party processor in compliance with industry standards.
Privacy Policy
At Surcie, we respect and prioritize the privacy of our customers. Personalized orders may require the collection of personal information, which is kept strictly confidential and used solely for the purpose of processing and fulfilling your order. We do not share, sell or distribute your information to any third parties under any circumstances.
Surcie reserves the right to feature images of completed personalized orders on our social media channels for promotional purposes. We may also provide sneak peeks or behind-the-scenes content during the production process. However, if you have concerns about the privacy of your order or prefer not to have your items featured, please contact our team, and we will happily accommodate your request.
