STANDARD PRODUCTION - CURRENT TURN AROUND TIME: 1 to 3 weeks (actual time depends on workload – 3, 2, or 1 week) The order will then ship either advantage or USPS priority. Production time starts after we receive the approved proof. Standard orders are processed by date of receipt and do not get reordered.

RUSH PRODUCTION - CURRENT TURN AROUND TIME: 5 or less business days (actual time depends on workload - 1 to 5 business days) and then shipped USPS Priority (1-3 day). Additional fees apply but costs less if added during checkout. USPS 1-3 day priority shipping is the fastest we ship. Rush moves ahead of standard.

NOTE: Rush is in the shipping section (there is no other place to put it) and thus dates DO NOT CALCULATE CORRECTLY.

We send proofs to the email address in your order. The sender address is: fireflycustom@gmail.com. We DO NOT send proofs through conversation. We file the email with your order. Please ensure that the address is valid. When your product ships - Etsy automatically sends an email with a tracking number. We can't change where that email is sent - it is an automated process. If your email address is not valid - you will not receive your shipment notification or tracking number.

We send PROOFS to the email address in your Etsy account. If the product description says you'll receive a proof and you have not received it within a couple days of your order, make sure you check your junk or spam folder. It is probably there. If not - please contact us and let us know. If requested changes are made to a layout - a new proof will be sent to your email for review and approval. Each change will be accompanied by a new proof - regardless of how minor the change. For example - we will send you a new proof if you ask us to add a period to a sentence.

We will attempt to contact you with a proof. Proofs are beneficial to both you and us. We are human and can occasionally make mistakes (as do our clients). Proofs are SNAPSHOTS OF EXACTLY WHAT WILL BE ENGRAVED.

If you fail to approve a layout/proof and receive a product with an error (regardless of the source of the error), we will not refund the cost. A replacement can be created at the same cost as the original. Damaged or defective products will be reviewed and if determined they need to be replaced - they will be replaced at no cost to the client.

If you have a question - you can contact us via Etsy conversation or send us an email at: fireflycustom@gmail.com. NOTE: Please do not ask us to call you. There is a lot of noise in the shop and we do not make outbound calls.

We guarantee rush production orders will be complete and shipped within the allotted time or we will contact you with details. Once into shipping - it is up to the postal courier to get it to you from there. We unfortunately have no control over the courier. If your product is delayed due to the carrier - there is nothing we can do other than file a "lost package" report. USPS only guarantees Express Overnight or Express 2 Day shipping (although not to all states), which we do not offer because of the high cost.

No. We do not give refunds for missed sales. We must report each sale item by SKU and pricing to BSA. Retroactively applying a sale price after the fact is quite difficult. Additionally, the point of the sale is to add an advantage towards keeping an eye on our site and purchasing the Scout items at the time of the sale. Also, when we have a sale - we have an allotted amount of funds that we can apply. If you purchase before the sale - or after the sale - that is the final purchase price.

We also have a handling fee built into our shipping. It isn't much - as shipping is very expensive. Truth is - we sometimes lose money on shipping. For example, it costs between $18.00 and $30.00 to ship an 8 x 10 frame to CA, WA, or OR. If ordering from a state that has high shipping rates - you may be asked to pay an additional fee on top of what you have already ordered.

Our handling fee goes towards peanuts, packing paper, labels, toner, bags, packages/boxes, etc., so that we can ensure your items are properly packed to avoid damage in shipping. We ensure proper packing to ensure your product arrives with no damage. Proper packing is expensive. Even just shipping USPS these days is extremely expensive.

It is our mission to ensure our clients receive 100% guaranteed quality products. If you have a problem with an order you have received - please contact us and allow us the opportunity to resolve the issue. Normally - we only ask that you submit a photo if something was damaged during shipping. It is not often - but sometimes items do get damaged during shipping. We get our fair share from our vendors. Products are inspected before shipping and leave here in excellent condition.

It can be a bit of a shock to receive a negative review for a problem we have never heard of. Just contact us and let us know so we can at least attempt to correct any problem.

Almost every product we sell is customized. If you cancel your order within 24 hours and we have already created a layout or proof, or we have logged you into the financial system, we will still charge you a minimum fee. For the layout of design and email of the proof, a minimum of $25.00 per proof will be charged. For financial a minimum of $5.75 we be charged (this is for the additional order processing and accounting changes required to cancel or refund your order). We only accept cancellations 1 day after order (because normally we have created and sent the proof by then).