How we do things
Our
policies
Everything we make is custom and made to order. These policies reflect that. If something goes wrong, or you have a question not covered here, reach out.
Personalized items
01
All personalized and custom-engraved items are final sale. Because the piece was made for you specifically, we cannot resell or restock it.
02
If your item arrives damaged or there's an error on our end (wrong name, misspelling we introduced, wrong design), contact us within 14 days of delivery with a photo. We will remake or refund it, your choice.
03
If you provided incorrect engraving text or approved a proof with a mistake in it, we cannot offer a free remake. We can offer a discounted remake at cost.
What we can't do
×
Accept returns on items that have been used, washed, or altered after delivery.
×
Refund original shipping charges, unless the error was ours.
×
Process return requests made more than 14 days after confirmed delivery.
◆ A note from us
We check every piece before it ships. If something still went wrong, we want to know. Write us at hello@burnlinelab.com and we'll take care of it. Nothing in this policy limits any rights you have under Etsy's Purchase Protection program or applicable law.
Processing time
01
Most orders ship within 1 to 2 business days after your order is placed and any proof is approved. Business days are Monday through Friday, excluding US holidays.
02
During high-volume periods (holidays, new launches) processing may extend to 3 to 5 business days.
03
Tracking is emailed to you when the label is created. If you haven't received a tracking number within your expected window, check your spam folder first, then contact us.
Carriers and delivery
01
We ship via USPS Ground Advantage and UPS Ground depending on package size and destination. Carrier is selected at our discretion unless you request otherwise.
02
We ship to contiguous US addresses only (lower 48 states).
03
Delivery estimates are the carrier's, not ours. Once the package leaves our shop, transit time is in their hands. Carrier delays do not qualify for a refund on shipping.
04
Rush processing covers production priority only — it guarantees when your order ships, not when it arrives. Rush fees are not refundable if the carrier misses a delivery date after the order has shipped on time.
Lost or damaged in transit
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If your package is marked delivered but hasn't arrived, first check with neighbors and your building's mail area. If it's genuinely lost, contact us within 10 days of the marked delivery date. We'll file the carrier claim and either reship or refund.
◆
If the item arrives damaged from transit (crushed box, cracked piece), photograph both the packaging and the item before opening it further. Send those photos to us within 7 days. We will make it right.
The proof process
01
For orders with custom text, logos, or layouts, we send a digital proof for your approval before anything is cut or engraved. No surprises.
02
You'll receive your proof via Etsy message or email within 1 to 2 business days. Please review it carefully, including spelling, spacing, and layout, before approving.
03
Once you approve the proof, we begin production. No changes can be made after approval. This is what locks in your processing clock.
04
If you need a revision, just say so before approving. We're happy to adjust text, size, or layout. Most revisions are back with you within one business day.
Artwork and logos
01
We accept SVG, AI, EPS, or high-resolution PNG (300 dpi minimum) files. Low-resolution screenshots or JPGs from the web typically don't engrave cleanly. We'll let you know if we can work with what you send.
02
By submitting artwork, you confirm you own the rights to it or have permission to use it for this purpose. We do not engrave trademarked logos or copyrighted designs without documentation.
03
By submitting artwork for engraving, you agree to indemnify and hold BurnlineLab harmless from any claims, damages, or costs arising from intellectual property infringement related to artwork you supplied.
Rush orders
◆
If you need an item by a specific date, message us before placing your order. We'll be honest with you about whether it's possible. Rush fees apply when we can accommodate them. We'd rather tell you upfront than miss your deadline.
◆ Our approach
Custom doesn't mean complicated. Most orders are a name, a date, and a quick back-and-forth. If you have a specific vision, send us a rough sketch or a reference image and we'll work from there. Every custom order passes through both of our hands before it leaves the shop.
Within 24 hours of ordering
01
You may cancel your order within 24 hours of placing it for a full refund. No questions asked.
02
To cancel, message us through Etsy or at hello@burnlinelab.com with your order number within that window.
After 24 hours
×
Cancellations requested after the 24-hour window cannot be accepted. Production may already be underway and materials cut or engraved specifically for your order.
×
Once a proof has been approved, the 24-hour window no longer applies. Production begins at approval and cancellation is not possible regardless of timing.
◆ A note from us
We move fast because you want your order fast. If you have second thoughts, don't wait. Write us right away and we'll do everything we can to help.
Last updated: June 2026 · Jurupa Valley, CA · This policy is governed by the laws of the State of California.
Something not covered here?
Just ask.
We're a small shop and we answer our own messages. If a situation comes up that isn't addressed here, write us. We'll figure it out together.