TERMS AND CONDITIONS
Proofing
It is the client's responsibility to thoroughly review all proofs provided by Surcie LLC. Clients are encouraged to review proofs carefully and seek clarification on any aspects they are unsure about before granting approval. Any modifications or corrections requested by the client must be clearly communicated in writing. Once proof is approved by the client, 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 for each personalized product and is listed in the product description. For items without a complimentary proof or when a client chooses to forego a proof, the client assumes responsibility for any errors selected or typed out on the personalization form.
Clients should anticipate receiving a proof within the timeframe specified on each product page. However, during busy seasons, the proofing timeframe may vary. Orders with missing information or details will experience delays, as proofs will not be sent until all necessary information is provided to Surcie. It is the client's responsibility to ensure that all required details are provided promptly to avoid delays in the proofing process. Surcie LLC shall not be held responsible for proofing and production delays resulting from 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 our best to ensure timely delivery of your order.
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 purchasing. Rush proofing and production may be required. Expedited shipping is recommended for rush orders and Surcie is not responsible for rush orders that do not arrive on time without expedited shipping. Rush fees are non-refundable. If your order includes a rush proof, you will receive your proof earlier than the turnaround time listed on the website. All necessary information must be provided for the creation of the proof. Surcie is not responsible for delays resulting from multiple proof changes. For further information on rush fees, please reach out to our team.
Shipping
All orders are shipped via UPS Standard Ground unless specified otherwise. Shipping times and methods may vary depending on the destination and the shipping option selected at checkout. Surcie is not liable for delays in shipping or delivery due to factors beyond our control, including but not limited to weather conditions, customs delays or carrier issues. Once shipped, Surcie relinquishes control over shipping details beyond the tracking number provided. Surcie is not responsible for lost or stolen packages after they have been marked as delivered by the shipping carrier. All shipping fees incurred are non-refundable once the order has been processed and shipped. Orders containing more than one personalized item may be delivered in separate shipments at different times.
Return Policy
Custom or personalized items are specifically made to your specifications and, therefore, no returns or cancellations are allowed once production has begun. It is the clients responsibility to review and approve all proofs carefully. Surcie is not responsible for errors that are printed and included in the approved proof. In the event of a printing error or defect on our part, please contact our customer service team immediately for assistance.
Surcie gladly accepts returns for non-personalized items. Returns must be made 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 returned item is received and inspected, Surcie will issue a refund to the original payment method, excluding any shipping fees, or provide store credit as per the customer’s preference. To initiate a return, please contact our team with your order details. Surcie reserves the right to refuse returns that do not meet our return policy criteria or are not requested within the specified timeframe.
Privacy
We respect and prioritize the privacy of our customers. Personalized orders often involve the use of personal information. All personal information provided is kept strictly confidential and used solely for the purpose of fulfilling your request. We will never use, share, or sell your information with a third party.
Surcie reserves the right to feature images of completed personalized orders on social media channels for promotional purposes. Additionally, Surcie may provide sneak peeks or behind-the-scenes glimpses during the production of personalized orders. If you have any concerns about the privacy of your order, please don’t hesitate to reach out to our team!
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, LLC, unless otherwise explicitly stated otherwise. Unauthorized use, reproduction or alteration of all designs, illustrations and works of art for personal use or creation of derivative works is strictly prohibited.