We want every order to arrive as described. If something is wrong, this page explains what we will do about it and how to start the process.
The short version
- Damaged or misprinted — we reprint and reship at our cost, no return needed.
- Wrong details caused by us — we reprint at our cost.
- Wrong details caused by the customer — we will reprint at a reduced rate; the original document is made to order and cannot be resold.
- Change of mind — cancellations are possible before production starts; once a document is printed, it cannot be returned.
- Not received — we will investigate with the carrier and replace or refund under the timelines below.
Why made-to-order documents work differently
Every document is printed specifically for the name, institution and dates you supply. That means it cannot be returned to stock or resold, in the same way a printed name badge or a custom-engraved item cannot. This is why the rules below distinguish between a fault on our side and a change of mind on the customer side.
Before production starts
You receive a free digital proof for every order. Check the spelling, the institution name, the graduation year and the layout carefully at that point — it is the cheapest moment to change anything, and corrections at the proof stage are free.
To cancel before production, email us within 24 hours of placing the order and before you approve the proof. We will cancel and refund in full.
After delivery
Damaged in transit or misprinted
Email us within 30 days of delivery with a photo of the document and the packaging. If the fault is ours, we reprint and reship at no cost, and you do not need to return the original.
Incorrect details supplied by the customer
If the fault is in the information provided at checkout (a misspelled name, the wrong year, the wrong institution), we cannot reprint free of charge. We will reprint at a reduced rate. Contact us and we will quote it.
Not received
If tracking shows no movement for 14 consecutive days, contact us and we will open a case with the carrier. If the parcel is confirmed lost, we reship or refund — your choice.
Change of mind
Because documents are made to order, we cannot accept returns after printing. If your order has not yet entered production, we can still cancel it in full.
How to start a claim
- Email support@diplomaoffers.com with your order number.
- Include photos if the issue is visible (damage, misprint, wrong text).
- We reply within one business day and confirm the outcome — reprint, refund, or carrier case.
Our support desk answers enquiries 10:00–17:00 Central Time, Monday to Friday.
Refunds
Approved refunds are issued to the original payment method. Card refunds usually appear within 5–10 business days depending on your bank; the timing is controlled by the card issuer, not by us.
Important note about the documents
All documents sold on this site are novelty reproductions made for display, keepsakes, gifts and props. They are not official records and carry no legal or academic standing. We cannot refund an order on the grounds that a document was not accepted as an official credential, because it was never sold as one.
Contact
Questions about this policy: support@diplomaoffers.com. For delivery timelines, see Shipping & Delivery.