Shipping & Returns

This policy explains how Etchly makes and ships your orders, what shipping costs, and what we do if something goes wrong. It is part of the Etchly Terms of Service. "You" means the merchant, and "your customer" means the person who bought from your store.

1. Production time

Every item is made to order after your customer buys it. Orders typically ship in 2–5 business days after they are accepted for production. This is an estimate, not a fixed date. During peak season (mid-November to December), production can take a little longer.

Production time plus shipping time is what your customer waits. We suggest telling customers "Made to order, usually delivered in 4–10 business days".

2. Where we ship

We ship to addresses in the United States only, including the 50 states, Washington, D.C., APO/FPO/DPO military addresses and US territories. If an order has an address we can't ship to, we decline it in Shopify with a reason, so you can refund your customer or fulfill the order another way. Set your Shopify shipping zones so Etchly products ship only where we deliver.

3. Shipping and tracking

• We ship by standard ground service with a major US carrier. Typical transit is 2 to 5 business days after shipping; this is an estimate.
• When a package ships, we add the tracking details to the order in Shopify, and Shopify can notify your customer.
• Packages show the return name and address you set in Etchly, so your customer sees your business.

4. Shipping rates you pay Etchly

Etchly charges you a flat wholesale shipping rate per shipment, separate from what you charge your customer:

If one shipment contains more than one product type, you pay the highest first-unit rate once, and every other unit pays its own type's additional rate. Sales tax may apply to shipping in some states.

5. Address problems

You are responsible for the shipping address on your orders.

• Before production starts: correct the address in Shopify and send us a message with the order number.
• After a package ships: we can't change the address.
• Wrong or incomplete addresses: if the address was wrong or incomplete, you pay for the remake and the reshipping. The same applies to a package your customer refused.

6. Lost, late or stolen packages

• Late: transit times are estimates, and we can't refund shipping for late deliveries.
• Lost in transit: use Report a problem on the order's page in Etchly (or send us a message with the order number) within 30 days of the estimated delivery date. We'll work with the carrier and decide on a remake or a wallet refund case by case.
• Marked delivered but not received: we can help you file a claim with the carrier. We aren't responsible for packages stolen after a confirmed delivery to the correct address.

7. Misprints and defects

If something is wrong because of us (for example a misprint, wrong placement, the wrong product or option, or a manufacturing defect), report it within 30 days of delivery, with photos, and Etchly decides whether to remake the item or refund it, and a refund goes to your Etchly wallet, at no cost to you.

What isn't a defect: natural variations in leather; small differences in engraving or print color between batches or compared with your screen; problems in the design as published, such as spelling, low-resolution artwork or placement you chose; and normal wear after delivery.

8. Returns of custom items

Every Etchly item is made for one order, so custom items can't be returned for a change of mind, a wrong size or color chosen by the customer, or an order placed by mistake. Defects are handled as described in section 7. You set your own return policy for your customers; refunds you give for reasons other than an Etchly defect are your cost. Please don't ask customers to send items to Etchly unless we ask you to.

9. How to request a remake

Use Report a problem on the order's page in Etchly within 30 days of delivery: choose the affected item, describe the problem and add photos. Or send us a message with the Shopify order number, the affected item and a short description of the problem, and we'll ask for photos. We'll then decide on a remake or a refund to your wallet.

10. Cancellations

You can cancel an order or change its shipping address until it's paid. Once it's paid, it's made and can't be cancelled.

• Before it's paid: cancel it on the order's page in Etchly, or in Shopify. Nothing is charged, and the order comes back to you in Shopify to refund or cancel. To change the address, edit it on the order in Shopify.
• Once it's paid: we make it and ship it as ordered. A refund you give your customer in Shopify doesn't cancel it.
• Paid automatically or by you: with Process orders automatically on in Settings, each order is paid from your wallet as soon as its shipping address checks out. Turn it off to approve orders yourself on the Orders page, which gives you time to change an address or cancel first.

Questions? Send us a message.