Use collapsible tabs for more detailed information that will help customers make a purchasing decision.
Ex: Shipping and return policies, size guides, and other common questions.
Cancellations & Returns
While we are happy to cancel orders that have not shipped yet, we do charge a 5% fee for cancellations to account for the credit card processing fees we are not refunded on these orders.
We accept returns up to 15 days after the shipment has been received. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If you are within the 15 day window, we accept returns minus a 15% restocking fee as long as your items are unused and in the same condition that you received it. It must also be in the original packaging. If you received free shipping on your order, and the amount of your return brings your original total under the free shipping threshold, we will also deduct the cost of the original shipping label from your refund. You MUST email hello@cmbacrylic.com with the subject RETURN and let us know you are returning your items, and if possible a reason, within 15 days of receipt of your items or your refund will not be processed. Once your return is received and inspected, we will issue you a refund back to the original payment method.
To return your product, you should mail your product to: CMB, 3221 Durham Drive, Suite 127, Raleigh, NC 27603, United States. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Damaged Products
While we do our best to mitigate this, sometimes things happen. If you receive a damaged, missing, or incorrect order you MUST NOTIFY US WITHIN 7 DAYS OF RECEIPT.
If you are given or offered a return label YOU MUST SHIP YOUR PRODUCT BACK WITHIN 7 DAYS OF RECEIPT OF THE LABEL. AFTER 7 DAYS, IF YOUR PRODUCT IS RETURNED WE ARE UNABLE TO OFFER A REFUND. YOU WILL BE REQUIRED TO SEND US A LABEL IF YOU'D LIKE THE PRODUCT RETURNED BACK.
If we make a mistake or an item arrives to you with a manufacturer’s defect, we will refund or replace within 1 business day with regular shipping. Buyer can choose to upgrade to expedited shipping at their own cost. You will be provided with a return label for any mistaken or defective items that must be returned within 7 business days or be charged accordingly.
Please Note: Our acrylic sheets are offered in their raw material form, and it is important to note that slight imperfections and minor chipping at the corners, which do not compromise the integrity of the final cut piece, are not to be considered as indicative of damage. Furthermore, please be informed that while our acrylic sheets are sold as 18" wide, they typically measure 19.2" in width. This additional 1.2" allowance accounts for potential margins of error or damage while ensuring that the desired dimensions can still be achieved.
Gift Cards, Custom Products including Made To Order Printed Acrylic & Made To Order Blanks, & Sale Products are exempt from returns.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at melody@custommadebetter.com
