Returns & Refunds Policy

At Tom Pham Designs, every metal sign is custom-made to order and crafted from premium laser-cut steel. Because each piece is personalized specifically for you, our return and refund policy differs from standard retail products.

If you need assistance with a return, replacement, or refund request, please contact us at:

Email: sales@tomphamdesigns.com

Customers have 30 days from the delivery date to report issues eligible under this policy. Shipping fees are non-refundable.

ORDER MODIFICATIONS OR CANCELLATIONS

Since all metal signs enter production quickly, you may request order modifications or cancellations within 24 hours of placing your order.

Examples of modifications:

  • Name or personalization changes
  • Design details
  • Size adjustments
  • Shipping address corrections

After 24 hours, your order may already be in production and can no longer be canceled or modified, except shipping address changes if production has not begun.

CUSTOM DESIGN APPROVAL

For many personalized products, we provide a design preview before production.

Customers are responsible for carefully reviewing:

  • Names
  • Dates
  • Spelling
  • Custom wording
  • Layout approval

Once the design is approved and production begins, errors in approved personalization cannot qualify for refunds or replacements.

DAMAGED / INCORRECT / DEFECTIVE PRODUCTS

We will gladly provide a free replacement or refund if:

  • You received the wrong item
  • Your order arrived damaged during shipping
  • The metal sign contains manufacturing defects
  • The personalization differs from your approved design
  • The size or style differs from what was ordered
  • The product is missing components

Please email us with:

  • Order number
  • Clear photos of packaging and product
  • Photos showing damage or issue

Claims must be submitted within 30 days of delivery.

LOST OR UNDELIVERED ORDERS

If your order has not arrived within 30 days after the estimated delivery timeframe, please contact us.

Eligible cases may receive a free replacement or full refund.

This does not apply to:

  • Incorrect shipping information provided by customer
  • Refused deliveries
  • Missed carrier pickup attempts

RETURNS FOR PERSONALIZED METAL SIGNS

Because every metal sign is custom-made, we generally do not accept returns or exchanges for:

  • Buyer remorse
  • Preference changes
  • Incorrect personalization submitted by customer
  • Color expectation differences caused by screen settings
  • Ordering the wrong size

WHEN CAN I REQUEST A REPLACEMENT?

Replacement requests are accepted when:

  • Product arrived damaged
  • Incorrect personalization from our production error
  • Wrong size/item shipped
  • Manufacturing defects affecting quality or appearance
  • Product significantly differs from approved design

RETURN CONDITIONS IF APPROVED

In rare approved return situations, items must meet all conditions:

  • Requested within 30 days of delivery
  • Unused and in original condition
  • Returned in original packaging
  • Approved by our support team before shipping back

After approval:

  1. Package returned item securely
  2. Include proof of purchase
  3. Ship to return address provided by support
  4. Send us tracking information

Refund approval occurs after inspection.

REFUNDS POLICY

Approved refunds will be returned to the original payment method.

Processing times:

  • Credit/Debit Cards: typically 5–10 business days
  • PayPal: according to PayPal processing times

IMPORTANT NOTE ABOUT CUSTOM PRODUCTS

Every Tom Pham Designs metal sign is made-to-order and handcrafted specifically for each customer.

Because of this, we cannot provide refunds or exchanges for:

  • Spelling mistakes submitted by customers
  • Incorrect customization information entered at checkout
  • Design changes requested after production begins
  • Preference changes after receiving the item

Customers are responsible for reviewing all customization details and design proofs before approval.

COLOR DISCLAIMER

Please note that actual product colors may vary slightly from what appears on your screen due to monitor settings, lighting conditions, and powder coating finish. These small color differences are not considered defects.

CONTACT US

Tom Pham Designs
Email: sales@tomphamdesigns.com
7364 Reading Rd 2nd Fl-Ste 109
Cincinnati, OH 45237, USA