Returns, Replacements & Order Issues

At Acrylic Idea Factory (“AIF”), we offer both blank stock items and custom or personalized products. Return eligibility and available resolutions depend on the type of product ordered and the nature of the issue.

Please inspect your order within 10 business days, preferably upon delivery, and contact us as soon as possible if you have any questions or concerns.

Blank Stock Item Returns

Blank, non-personalized stock items may be returned under the following conditions:

• You must contact AIF within 10 business days of delivery to request a return.

• Items must be unused, unaltered, and in good, resellable condition.

• All returns require prior authorization from AIF. Items returned without authorization may be refused.

• Customers are responsible for return shipping costs.

• Original shipping charges are non-refundable.

• Once the returned items are received and inspected, AIF will issue store credit for the value of the accepted items, less a 20% restocking fee.

• Items that are used, damaged, altered, incomplete, improperly packaged, or otherwise unsuitable for resale may be refused or may receive reduced credit.

Approved returns should be shipped to:

Acrylic Idea Factory
8100 E Research Ct
Tucson, AZ 85710

Please contact our Customer Service team for authorization and return instructions before shipping any items back to AIF.

Custom and Personalized Products

Custom, personalized, decorated, or made-to-order products are created specifically for your order. This includes products featuring custom artwork, logos, names, text, colors, sizes, configurations, or other customer-requested specifications.

Because these products cannot ordinarily be resold:

• Custom and personalized products are non-returnable and non-exchangeable once production has begun.

• Requests to change or cancel an order are not guaranteed and must be submitted before production begins.

• A change of mind, preference, intended use, or ordering error does not qualify an order for a return, refund, exchange, remake, or replacement.

• Errors contained in customer-supplied artwork, wording, dimensions, specifications, or approved proofs are not considered AIF production errors.

• Minor variations in color, tone, placement, dimensions, or appearance that are normal within the manufacturing and printing process are not considered defects.

Manufacturing Defects and AIF Order Errors

If you believe your order contains a manufacturing defect or is incorrect due to an AIF error, please contact us within 10 business days of delivery.

Please provide:

• Your order number

• A description of the issue

• Clear photographs showing the full item and the specific area of concern

• Any other information requested by our Customer Service team

AIF will review the order and determine the appropriate resolution. Depending on the circumstances, this may include a replacement, remake, store credit, or another mutually agreed-upon resolution.

AIF may require the affected product to be returned before a replacement, remake, or credit is issued. Please do not discard, alter, or return the product until you receive instructions from us.

Shipping Terms and Risk of Loss

All orders are shipped FOB: AIF Warehouse.

Responsibility and risk of loss or damage transfer to the customer once the shipment has been released to and accepted by the shipping carrier.

Although AIF is not automatically responsible for loss, delay, or damage that occurs after the carrier accepts the shipment, we ask that you contact us as soon as possible when a shipping issue occurs. We will review the circumstances and help determine the best available resolution.

Depending on the carrier account used, the type of damage, the available documentation, and the outcome of any carrier investigation, a replacement may be provided at no charge or the customer may be responsible for some or all replacement and shipping costs.

Damaged Shipments

If an order arrives damaged, contact AIF as soon as possible and no later than 10 business days after delivery.

Please retain the product, shipping carton, packaging materials, labels, or pallet when applicable. Do not discard any materials until the issue has been reviewed.

Please provide:

• Your order number

• A description of the damage

• Clear photographs of the damaged product

• Photographs of the exterior and interior packaging

• Photographs of any visible damage to the carton or pallet

• A photograph of the shipping label

• A copy of the delivery receipt or bill of lading, when applicable

Failure to retain the packaging or provide adequate documentation may prevent a carrier claim from being filed or approved.

Shipments Using AIF’s Carrier Account

When an order ships using AIF’s carrier account, AIF will review the issue and, when appropriate, initiate a claim or investigation with the carrier.

We will work with the customer to determine the best resolution based on the circumstances. Depending on the nature of the damage, the documentation available, and the carrier’s claim determination, AIF may arrange a replacement, remake, credit, or another resolution.

The filing of a carrier claim does not automatically guarantee a no-charge replacement. In some circumstances, the customer may be responsible for replacement or shipping costs.

Shipments Using the Customer’s Carrier Account

When an order ships using the customer’s UPS, FedEx, freight, or other carrier account, the customer is responsible for contacting the carrier and filing any loss or damage claim directly.

AIF will provide reasonable supporting documentation when available. However, because the shipment was made using the customer’s carrier account, AIF cannot file or manage the carrier claim on the customer’s behalf.

Any replacement products that are reordered will be charged to the customer, including applicable production and shipping costs. The customer may seek reimbursement through its carrier claim.

Lost, Delayed or Missing Shipments

If a shipment is delayed, appears to be lost, or is marked as delivered but cannot be located, please contact AIF as soon as possible.

When the shipment was made using AIF’s carrier account, we will help initiate a trace or investigation with the carrier.

When the shipment was made using the customer’s carrier account, the customer is responsible for contacting the carrier and initiating the investigation. AIF will provide reasonable supporting documentation when available.

A replacement may be charged while the carrier investigation or claim is pending. Any credit or reimbursement will depend on the circumstances and the outcome of the carrier’s investigation.

How to Request Assistance

To report an order issue, or ask for assistance with a damaged, delayed, or missing shipment, contact our customer service team:

Email: support@acrylicidea.com

Phone: (800) 543-9253

Hours: Monday–Friday, 9am–5:30pm MST

Please include your order number in the subject line and provide all relevant details and photographs.

Contacting us promptly gives AIF and the shipping carrier the best opportunity to investigate the issue and determine an appropriate resolution.