Terms of Service

Last updated: September 1, 2025

Helenas Forge LLC (“we,” “us,” or “our”) provides custom laser engraving and related services.
📧 Contact: sales@helenas-forge.com

Most orders are customized. Minor variations in wood grain, leather texture, powder coat, and metal finishes are normal and not defects.
Exact shading, contrast, or placement consistency cannot be guaranteed.

Standard production time: 3–5 business days after proof approval and payment.
Rush service is available on a limited basis and priced according to workload, holidays, and weekends. Rush orders must be confirmed in writing and are non-refundable once production begins.

Every order requires a proof approval before production.
Proofs must be approved within 48 hours; delays may extend shipping times.
Once approved, proofs are final.
If we produce something that does not match your approved proof, we will remake or repair it at no cost.
If a mistake was visible on the approved proof, responsibility lies with the customer. A discounted remake may be offered at our discretion.

👉 Reminder: Please check proofs carefully — names, dates, and orientation are the most commonly missed errors.

Accepted case by case at our discretion.
A mandatory spare/secondary item must be provided.
Helenas Forge LLC is not responsible for replacing or reimbursing personal items if damaged.
If both items fail to meet engraving standards, we will refund your purchase minus shipping and setup fees.
If a supplied item fails quality standards, we may offer an alternate blank of similar value, size, and shape from our stock.

Preferred file types: vector (AI, EPS, SVG, PDF) or high-resolution black-and-white images (300–400 DPI).
You represent and warrant that you own or are licensed to use all submitted content.
You agree to indemnify and hold Helenas Forge LLC harmless from any claims arising from unauthorized artwork.
We reserve the right to decline requests that include copyrighted, trademarked, or offensive content.

Risk of loss transfers to the customer once items are shipped. Tracking is always provided.
If your package arrives damaged:
- Email sales@helenas-forge.com within 24 hours with clear photos of the item and packaging.
- If the box is damaged, take photos of all sides before opening.
- Please video the unboxing to help expedite a carrier claim.
- Keep all packaging until the claim is resolved.
Verified claims will be replaced or repaired. Claims filed after 24 hours may not be accepted.
For packages delayed or lost in transit:
- Custom orders — replacement/refund only after the carrier completes their investigation.
- Non-custom stock items — may be reshipped if in stock once loss is verified.

Custom orders are final sale.
Non-custom stock items may be returned if:
- Shipped back within 5 business days of delivery
- Unused and in original condition
- Subject to a 10% restocking fee
- Return shipping is paid by the customer
Refunds are issued after inspection:
- Either as store credit for immediate use, or
- To the original payment method (if available)
- If the original payment method is unavailable, refunds are issued as store credit only

Before proof approval:
- Refunds eligible only within the first 24 hours of purchase.
- Once setup has begun, refunds are no longer available (an email will confirm when setup starts).
After proof approval:
- No refunds are given. Orders are final.
Changes after approval:
- Not guaranteed. If possible, a new quote will be issued with adjusted pricing.
- Customers have 24 hours to approve the new quote. If no response, the original design will proceed.

We provide a 30-day workmanship warranty covering production defects.
Excludes:
- Normal wear and tear
- Scratches, dents, or drops
- Misuse (dishwashing, chemicals, extreme conditions)
- Natural material variations

We may update these Terms of Service at any time. Changes apply to orders placed after the updated date.