Helenas Forge LLC – FAQ
📦 How long will my order take?
Most orders are produced and shipped within 3–5 business days after you approve your proof.
Production starts only once you’ve confirmed the font, spelling, design, and orientation.
Delivery times depend on the carrier once your package leaves our shop.
Tracking details will always be shared when your order ships.
⚡ Do you offer rush orders?
Yes! Rush service is available on a limited basis.
Rush fees vary depending on our current workload, holidays, and weekends. (When demand is high, fees are higher.)
We’ll confirm availability, cost, and delivery timeframe in writing before accepting your rush request.
Rush orders are accepted at our discretion and may not always be possible during peak seasons.
Important: Once production begins, rush fees are non-refundable, even if you later cancel or change your order.
✅ Can I return or refund a custom order?
Custom orders are final sale. Since each piece is made specifically for you, we cannot accept returns or issue refunds once you’ve approved your proof.
Please review your proof carefully before giving approval — double-check spelling, dates, design details, and orientation. This is your final opportunity to make changes before production begins.
📦 Can I return a non-custom stock item?
Yes. Non-custom stock items may be returned if they are unused and in original condition.
The return must be shipped within 5 business days of delivery.
A 10% restocking fee applies to all returns.
Customers are responsible for return shipping costs.
Refunds are issued only after the item is received and verified to be in good condition.
Refund options:
Store credit for immediate use, or
Original form of payment, if available.
⚠️ If the original payment method is unavailable, refunds will be issued as store credit only. We cannot return funds to alternate payment methods due to fraud prevention measures.
🛠 What if there’s a mistake on my order?
We want every order to come out right, and that’s why we always send a proof before engraving.
If your finished item does not match the approved proof (wrong spelling, layout, or orientation), we’ll remake or repair it at no cost to you.
If the mistake was visible on the proof you approved, responsibility falls on the customer. In these cases, a discounted remake may be offered at our discretion.
Please review your proof carefully before approving — names, dates, and orientation are the most commonly missed details.
🚚 What if my order arrives damaged?
We take great care in packaging, but sometimes shipping carriers can be rough.
If your order arrives damaged, please email sales@helenas-forge.com within 24 hours of delivery.
Include clear photos of the damaged item and all packaging.
If the shipping box looks damaged, take photos of all sides of the container before opening.
Please video yourself opening the package — this helps us and the carrier verify the condition at delivery and speeds up the claims process.
Keep all packaging until the claim is resolved, as carriers may need to inspect it.
Once verified, we’ll arrange a replacement or repair.
⚠️ Claims submitted after the 24-hour window may not be accepted.
🧾 Can you engrave something I provide?
Yes, but only on a case-by-case basis and always at our discretion.
A mandatory spare/secondary item must be provided.
Engraving customer-supplied items carries inherent risk. Different coatings, finishes, or alloys can react unpredictably.
Helenas Forge LLC cannot replace or reimburse personal items if they are damaged during engraving.
In the event that both items fail to meet our engraving standards, we will refund your purchase minus shipping and a setup fee for custom orders.
If your supplied item fails quality standards, we may offer an alternate option from our stock (for example, replacing an unsuitable tumbler with a similar blank of equal size, shape, and value).
✏️ Why do I need to approve a proof?
Every custom order includes a proof for you to review before engraving begins.
Proofs show the font, spelling, design, and orientation exactly as they will appear.
Please note: engraving results may vary slightly on materials with natural or finish-based variations such as wood grain, leather texture, powder coat, or metal finishes.
Approval is required before production starts.
Once a proof is approved, it becomes the final version of your order.
Proofs must be approved within 48 hours. Delays in approval may extend your shipping timeline.
If a mistake is visible on the proof and later discovered after approval, responsibility falls on the customer. A discounted remake may be offered at our discretion.
👉 Proof reminder: Please look closely — names, dates, and orientation are the most commonly missed errors.
🎨 Will the engraving look exactly like the proof?
Short answer: not 100%—and that’s normal. Proofs are digital previews; real-world results depend on the material.
Natural materials vary. Wood and leather have grain, density, and color shifts that affect shade and contrast.
Powder-coat & finishes behave differently. Coatings and metals may react differently depending on the brand, batch, or finish.
Photo vs. reality. Product photos are examples. Your engraving may appear slightly lighter or darker than pictured.
Not a defect. Grain, texture, and finish differences create one-of-a-kind results.
💡 Tip: For higher contrast, choose lighter hardwoods or darker powder coats.
⚖️ Can you engrave logos or trademarked designs?
We can only engrave artwork that you own, have licensed, or have permission to use.
You must warrant that your submitted artwork does not infringe on third-party rights.
Helenas Forge LLC is not responsible for any claims that arise from unauthorized artwork.
We reserve the right to decline requests that include copyrighted, trademarked, or offensive designs.
📮 What if my package is delayed or lost in shipping?
Once your order leaves our shop, delivery times are in the hands of the carrier.
We provide tracking information for every order.
Shipping delays due to weather, holidays, or carrier issues are outside of our control.
If your package is marked “delivered” but missing, check with neighbors and contact the carrier directly.
If a package is lost in transit:
For custom-made items, a replacement or refund will be provided only after the carrier completes their investigation and confirms the claim.
For non-custom stock items, a replacement can be shipped (if in stock) once the loss is verified.
❌ Can I cancel or change my order after it’s placed?
Before proof approval: Refunds are eligible only within the first 24 hours of placing your order. Once setup has begun, refunds are no longer available. You will receive an email notification when setup has started.
After proof approval: No refunds are given. Your order is considered final and moves into production.
Changes after approval: Changes are not guaranteed. If a change is possible, we will send a new quote with the adjusted price. You’ll have 24 hours to approve it. If no response is received, the original approved design will move forward.
🛡 Do you offer a warranty?
Yes. We stand behind our craftsmanship with a 30-day workmanship warranty.
Covers: production defects only.
Does not cover:
Normal wear and tear
Scratches, dents, or drops
Misuse (e.g., dishwashing non-dishwasher-safe items, exposure to harsh chemicals, extreme heat/moisture)
Natural material variations (grain, texture, finish differences)
💡 How do I care for my engraved item?
Hand wash only items not rated as dishwasher-safe.
Avoid abrasive cleaners or harsh chemicals.
Store wooden and leather items away from excessive moisture or direct heat.
For powder-coated/painted items, clean gently with mild soap and water.
📩 How can I contact you?
We’re here to help!
📧 sales@helenas-forge.com
For full details, please see our Terms of Service page.