Refund policy
Vertyle is a brand owned and operated by EJ Collective LLC. Throughout this Return and Refund Policy, "Vertyle", "we", "us", and "our" refers to EJ Collective LLC.
At Vertyle, every item is custom-made and engraved specifically for you. Because of the personalized nature of our products, we ask that you carefully review your order before completing your purchase.
Personalized Products
Due to customization, personalized items cannot be returned or exchanged unless they arrive damaged, defective, or there is an error on our part.
This includes custom photos, logos, names, dates, messages, and other personalized designs.
Please note: The quality of the final engraving depends on the quality of the image or artwork you provide. For the best results, we recommend uploading clear, high-resolution photos or logos. Blurry, low-resolution, heavily cropped, or compressed images may produce less detailed engravings and are not considered manufacturing defects or eligible for refunds or replacements.
Customers are responsible for ensuring all uploaded images, logos, names, dates, messages, and other personalization details are accurate before completing their order. Vertyle is not responsible for customer-submitted errors, including misspellings, incorrect dates, incorrect photos, or other personalization mistakes provided at checkout.
For multi-piece coaster sets, if only one photo or one set of personalization details is provided, that same design may be used on all coasters unless additional instructions or unique files are submitted.
By placing an order, you confirm that you own or have permission to use any photos, logos, artwork, or other content submitted for personalization. Vertyle is not responsible for unauthorized use of copyrighted or trademarked material provided by customers.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging.
If the issue is determined to be our error, we will gladly provide a replacement or refund at no additional cost.
Order Changes & Cancellations
Because orders enter production quickly, changes or cancellations are only guaranteed if requested within 12 hours of placing your order.
After production has begun, we may not be able to modify or cancel your order.
Shipping
Estimated production and shipping times are provided for convenience and are not guaranteed.
Vertyle is not responsible for shipping delays caused by USPS, weather, holidays, customs processing, or other circumstances beyond our control.
Refunds
If a refund is approved, it will be issued to your original payment method. Please allow 5–10 business days for your financial institution to process the refund.
Contact Us
If you have any questions regarding your order, we're happy to help.
Email: support@vertyle.com