My order says “Delivered,” but I didn’t receive it. What should I do?

If your package shows as Delivered, please check around your property and look for the delivery photo (most carriers provide one). Ask neighbors or building staff, and allow 24–48 hours as carriers may scan early. If still missing, contact us so we can start a carrier claim. If the carrier provides proof of delivery, the issue may be mail theft, and you will need to file a report with your local police.

Will I be charged customs, import VAT, or duties when my order arrives?

No — not for our magnetic gift boxes. All U.S. orders for these boxes ship Delivery Duty Paid (DDP), which means we pre-pay tariffs, duties, and customs charges on your behalf. The price you see is the final price — your order will arrive with no hidden costs at delivery. For some of our other product categories (like signage and invitations), shipments may still fall under different customs rules. While many items qualify as duty-free under CUSMA/USMCA, carriers or U.S. Customs may still apply handling or brokerage fees at their discretion.

Do you accept returns or cancellations?

Due to the custom nature of our items, we do not accept returns, exchanges, or cancellations once production has started. However, if there's an issue with your order, please contact us—we're here to help!

Will you share my custom order online?

Yes. All designs and finished pieces created by Beyond Engravables remain our intellectual property. We may photograph and share completed work exactly as produced, including names and wording shown as part of the artwork, for portfolio, marketing, and listing purposes. We do not share addresses, contact details, order numbers, or private communications. If you wish to request a delay or restriction on portfolio use, this must be communicated at the time of purchase and before production begins. Requests made after production cannot be accommodated.

Custom and personalized orders

Yes! Most of our items are fully customizable. Whether you're looking for personalized signage, engraved gifts, or tailored invitations, simply send us a message before placing your order to discuss your vision.

Do you offer local pickup?

Yes—but only for orders placed directly through our website. We do not offer local pickup for Etsy orders, as Etsy requires all sellers to provide tracking information for buyer protection. If you're local and prefer pickup, please reach out and we’ll direct you to place your order through our website instead.

What if my order is delayed in transit?

Once your order leaves our studio, it is in the hands of the carrier. If it has not arrived by the 9th business day after shipment, we can open a USPS investigation, or you may open a case with Etsy once the estimated delivery window has passed.

What happens if my item arrives damaged?

If your item arrives damaged, you must report it within 24 hours of receipt. Please provide detailed photos of: the damaged product, the shipping box, and all included packaging (bubble wrap, filler, etc.). We require this documentation to file a claim with the carrier. Please note that we do not issue instant refunds — all claims must follow the carrier’s guidelines. The resolution process may take up to 15 business days, and refunds or replacements are only issued once the carrier approves the claim.

Do you offer rush orders?

We do! Rush options are available depending on our current workload. If you’re on a tight timeline, please message us before ordering so we can confirm availability and rush fees.

What is an Estimated Delivery Date?

The estimated delivery date shown on Etsy is automatically calculated by Etsy’s system. It is based on our processing time plus the carrier’s average transit time. It is not a guaranteed delivery date.