Refund policy
Refunds and returns.
Every piece we make is custom made just for you. If something is wrong with your order, contact us first and we will work it out with you.
Custom items are final sale
Because each piece is made to order with your photos, names, and details, custom items are non-refundable and cannot be returned or exchanged. This includes items from the Shop Wayside Items collection. You agree to this when you add an item to your cart and again at checkout.
When we make it right
We will reprint your item or refund you if:
Your order arrives damaged.
Your order does not match the proof you approved, such as a wrong name, spelling, color, or size that we made.
You received the wrong item.
Lost or stolen packages
Once your order is handed to the carrier, it is out of our hands, so we are not responsible for packages that are lost, stolen, or delayed in the mail. We will give you the tracking number and help you contact the carrier.
You can add shipping insurance at checkout when you choose standard shipping. It costs 3% of your items total, with a $1.99 minimum. If an insured package is lost, stolen, or damaged in the mail, we will file a claim with the carrier for you and reprint or refund your order once the claim is approved.
How to report a problem
Contact us within 7 days of receiving your order (delivery or pickup). Email support@infiniteluxedesigns.com with your order number and a photo of the problem. We reply Tuesday to Friday 9 AM to 5 PM and Saturday 10 AM to 1 PM.
You do not need to send the item back unless we ask you to.
Mistakes on an approved proof
We print exactly what you approve. If a name, date, number, size, or spelling was wrong on the proof you approved, we cannot refund the order, but we are happy to make a corrected one as a new order.
Canceling an order
Contact us as soon as possible if you need to cancel. If we have not started making your order, we will cancel it and refund you in full. Once production has started, the order cannot be canceled.
How refunds are paid
Approved refunds go back to the card you paid with. Your bank may take 5 to 10 business days to show the refund.
Please contact us before filing a dispute
If there is a problem with a charge or an order, please reach out to us first. Most problems are solved quickly by email, and a bank dispute can take weeks.
Something wrong with your order?
Send us your order number and a photo and we will make it right.