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 orders to all 50 U.S. states and select international locations. Available shipping methods include:
- [CARRIER 1 NAME]: Ground, 2-Day Air, Next Day Air
- [CARRIER 2 NAME]: Ground, Express
- [CARRIER 3 NAME]: Priority Mail (small, lightweight orders only)
- Freight (LTL): Used for palletized bulk orders, including large solar, data center, or commercial construction projects
Carrier selection is based on shipment size, destination, and service level requested at checkout.
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. Standard production time is [STANDARD TURNAROUND TIME]. 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.
Example: Selecting Next Day Air at checkout does not mean your order is produced overnight. It means that once production is complete, the finished order ships via Next Day Air service.
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
For non-custom items only, such as blank phenolic material, standard stock safety signs, or mounting hardware:
- Returns may be accepted within days of purchase
- Items must be unused and in original packaging
- A % restocking fee may apply
- Return shipping costs are the responsibility of the customer
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: Email clear photos of the issue to orders@customphenoliclabels.com within business days of receipt. Include your order number and a description of the discrepancy. Replacement production will be prioritized.
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. Contact us within business days at 404-618-8165 or orders@customphenoliclabels.com so we can assist with a carrier claim and arrange 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