Shipping & returns
Custom Phenolic Labels manufactures every label, tag, and nameplate to order. Because each product is custom engraved to your exact specifications, the shipping and return policies below differ from standard retail operations. Please review these policies before placing your order.
1. Shipping Policy
Carriers and Methods
Custom Phenolic Labels ships nationwide. Tell us the destination and the date you need the order so we can confirm a shipping service and cost with your quote.
Shipping arrangements are confirmed with your order. Include any job-site receiving restrictions or a preferred carrier account when requesting a quote.
Production Time vs. Shipping Time
Production time and shipping time are separate. Understanding the difference prevents confusion about delivery dates.
Production Time: The time required to engrave and prepare your custom order. Production time is confirmed with your quote and depends on quantity, material, complexity, and proof approval. Same-day rush production is available for qualifying orders.
Shipping Time: The transit time after your completed order leaves the Custom Phenolic Labels facility and enters the carrier network.
Expedited shipping begins after production is complete. A next-day shipping service does not mean that your order is engraved overnight; confirm both production and transit timing before approving the order.
Third-Party Billing (Collect Shipping)
Custom Phenolic Labels accepts third-party shipping account billing. If you prefer to bill shipping charges directly to your own UPS or FedEx account, provide your carrier account number at the time of order placement. Shipping charges billed to third-party accounts cannot be refunded once the carrier has processed the shipment.
Blind Shipping for Resellers
Custom Phenolic Labels offers blind shipping for resellers, sign shops, electrical distributors, and contractors who resell engraved products to their own customers.
- Your company name appears as the return address on the package
- No Custom Phenolic Labels branding, invoices, or pricing information is included in the shipment
- The package arrives as if it shipped directly from your business
Request blind shipping when you place your order or note it on your order form. There is no additional charge for this service.
2. Return Policy
Custom-Manufactured Products
Custom Phenolic Labels does not accept returns on custom engraved products. Every label, tag, nameplate, and panel is manufactured to your exact specifications using customer-supplied text, dimensions, and color selections. Once engraving is complete, custom products cannot be resold or repurposed.
The following situations do not qualify for returns or refunds:
- Incorrect sizes specified by the customer on the order form
- Incorrect color selections made by the customer
- Spelling or data errors in customer-supplied files (e.g., “PUM 1” submitted instead of “PUMP 1”)
- Changes in project scope after production has started
- Buyer’s remorse or duplicate orders
If your submitted file contains an error and Custom Phenolic Labels engraves the product exactly as provided, a new order must be placed for corrected replacements at standard pricing.
Stock (Non-Custom) Products
If your quote includes non-custom stock or hardware, ask us to confirm any applicable return conditions and charges before approving the order. Contact the shop before sending an item back.
Custom-engraved products are excluded from this policy under all circumstances.
3. Damaged or Defective Items
Manufacturing Errors
If Custom Phenolic Labels makes an error during production (incorrect text, wrong size, wrong color, or layout discrepancy compared to the approved order), Custom Phenolic Labels will remake the affected items at no cost.
To report a manufacturing error, promptly email clear photos to orders@customphenoliclabels.com with your order reference and a description of the discrepancy. We will review the issue against the approved order and arrange the appropriate remake.
Shipping Damage
If your order arrives with visible damage from transit, take the following steps:
Inspect immediately. Do not sign for visibly damaged packages without noting the damage on the carrier’s delivery receipt.
Document the damage. Take photos of the outer packaging and any damaged items before discarding packing materials.
Notify Custom Phenolic Labels promptly at (404) 618-8165 or orders@customphenoliclabels.com. Include your order reference and photos so we can assist with the carrier claim and discuss replacement production.
4. Lost Packages
Once a shipment transfers to the carrier, Custom Phenolic Labels is not responsible for delays caused by weather events, mechanical failure, labor disruptions, or other carrier-related issues. If a package is confirmed lost in transit, Custom Phenolic Labels will assist in tracing the shipment with the carrier. Replacement decisions are handled on a case-by-case basis pending the carrier’s investigation and claim outcome.
5. Questions or Special Requirements
If you have a critical project deadline, blind shipping needs, third-party billing requirements, or any special logistics requests, contact Custom Phenolic Labels before placing your order.
Phone: (404) 618-8165 Email: orders@customphenoliclabels.com