Refund policy

Returns & Refunds Policy

All Mock Awards (Custom & Originals)

Every Mock Award — whether fully custom or one of our Originals — is made to order with personalized engraving and permanently attached components. Because each piece is built specifically for you, we're unable to accept returns once production has begun.


What We Guarantee

If your order arrives damaged, broken, or incorrect due to a production error, contact us within 7 days of delivery with a photo and your order number. We'll reprint and reship at no charge, or issue a full refund — your choice.

Refunds

Refunds are issued in the following situations:

  • Production error — We made a mistake on your order (wrong name, wrong text, wrong item).
  • Arrived damaged — Your order was damaged in transit or arrived broken.
  • Lost in transit — Your order was never delivered and tracking shows no resolution after 14 days past the estimated delivery date.
  • Cancelled before production — You requested a cancellation before we began making your order.

Refunds are processed back to your original payment method within 5–10 business days of approval. You'll receive an email confirmation once your refund has been issued.

What We Don't Refund

  • Orders where personalization was approved and production has begun
  • Buyer's remorse or change of mind after approval
  • Incorrect shipping addresses provided at checkout
  • Delays caused by the carrier once the order has shipped

Order Changes & Cancellations

We send a confirmation for your approval before production begins. Once you've approved and we've started production, we can't accommodate changes or cancellations — so take a good look before you confirm.

If you need to make a change before approval, just reach out as soon as possible and we'll do our best to help.

Shipping Damage

If your package arrives damaged in transit, hold onto the box and photograph both the packaging and the product. This helps us file a carrier claim and get a replacement moving faster.

How to Submit a Claim

Email us at info@mockawards.com with:

  • Your order number
  • A photo of the issue
  • What you'd like us to do (replacement or refund)

We respond within 1–2 business days.