Warranty & Return Policy

 

Our goal is to offer only the finest products available. We carefully inspect each item to ensure that it meet our strict standards for workmanship and design. Our production staff are highly trained to artfully customize each order to your specifications. Before any item ships from our facility, it must pass a final inspection for quality and accuracy.

There is no money back guarantee nor refund, but if your product does not live up to expectations please let us know, and we will do our best to resolve your issues. If there is a quality issue with your order, and it is one that we cannot resolve, please contact us within ten (10) days of receiving your order for a prompt exchange for the same item, or immediate full refund. You must contact us prior to shipping back the products. All returned items must be in their original condition and packaging. Chopsticks that have been used are not refundable.

Non-personalized Goods:

Non-personalized products are returnable or exchangeable within 7 days of receipt and within 10 days after contacting us. Customers will need to contact us prior to shipping back the products. A 15% restocking fee will apply to returned/exchanged orders. Shipping and handling costs will not be refunded. Customers will bear the cost of shipping. It is recommended that you use a trackable shipping method for return.

Personalized Goods:

There are NO REFUNDS OR EXCHANGES FOR PERSONALIZED OR CUSTOMIZED ITEMS, unless there is a manufacturing error or product defect. In case of defects, we will send a replacement to you at no additional cost upon receipt of the original items. Replacement will be shipped via the same shipping method as you placed your original order. Other than replacing our products, we do not accept responsibility for any costs associated with, or arising from, the defect. Please note we are not responsible for damage packages, if you like to add insurance to your order to cover this please select the insurance option at checkout and your shipment will be insured.

For all personalized products, we highly recommend you inspect your cart and review your personalization information before submitting your order. You are fully responsible for your personalized message. We do not issue refund due to incorrect spelling or wrong date on engraved products, unless the error was made by us. Please email us at info@gravitychopsticks.com if you have questions about personalization, before placing your order. NOTE:  We also reserves the right to cancel your order at our discretion should the order be deemed inappropriate for language, content or material.

Cancellations:

If you wish to cancel your order for any reasons, please contact us immediately at info@gravitychopsticks.com with the words “CANCELLATION” in the subject line. We aim to process every order within one business day, therefore all cancellations must be made within 24 hours from the time the order was placed. Orders cannot be cancelled if they have already been shipped. Personalized orders and order exceeding 50 units cannot be cancelled once production starts.

We ship out all items in a timely fashion via USPS. During our busy holiday season we try our best to guarantee that your product will arrive in a timely manner, but due to high volume there might be a slight delay in the delivery of your product. There are no refunds for orders delayed. Furthermore, we will not be held responsible for delays in transit and unexpected circumstances beyond our control.

Damaged or Missing Goods:

If you receive a shipment in which some of the items you ordered are missing, save the box and all packing material and contact us immediately. We'll give you instructions on how to proceed. Please note that we can only assist on claims reported to us within 48 hours of delivery. We are NOT RESPONSIBLE FOR DAMAGED PACKAGES, if you like to add insurance to your order to cover this please select the insurance option at checkout and your shipment will be insured.