Refund policy

At Pine Laserworks, we take pride in crafting high-quality, custom-engraved items. Please review our refund and cancellation terms below before placing your order.

1. Custom & Personalized Products

Due to the custom nature of laser-engraved items, ALL CUSTOM AND PERSONALIZED PRODUCTS ARE FINAL SALE. We cannot accept returns or exchanges for change of mind or buyer's remorse.

This includes: Custom drinkware (tumblers, water bottles, mugs & barware), wood products, custom hats, client appreciation gifts, and personalized items.

Our Quality Guarantee: If we (Pine Laserworks) make an error on the spelling, color, or design that differs from your order details or approved artwork proof, we will gladly fix or replace your item at no cost to you.

  • What to do: Contact us at support@pinelaserworks.com immediately upon receiving your package. Please include your order number and clear photos of the error or defect.

2. Order Cancellations

Because custom products enter production quickly, order cancellations must be requested within 1 HOUR of order placement.

  • How to cancel: Email support@pinelaserworks.com with "Order Cancellation - [Your Order Number]" in the subject line.
  • Cancellation Fee & Timeline: Approved cancellations will be refunded to your original payment method, MINUS A 4% PROCESSING FEE to cover non-refundable transaction fees incurred at checkout. Please note that while we process refunds promptly, it typically takes 3 to 10 business days for your credit card issuer or financial institution to post the funds back to your account.

3. Shipping & Delivery

  • Non-Refundable Shipping: Shipping and handling charges are strictly non-refundable once an order has been shipped.
  • Incorrect Addresses or Uncollected Packages: If a package is returned to us by the carrier due to an incomplete/incorrect address, or because it was uncollected (such as packages held for customer pickup following a carrier notice, delivery attempt, or vacation hold), the customer is responsible for paying re-shipping fees to have the item resent.
  • Unclaimed Returned Packages: If a returned package arrives back at our workshop and we do not receive a response to our outreach (via email, text message or phone call) within 7 business days, the item(s) will be forfeited or disposed of.

Need Assistance with an Order?
If you have questions or need help with a custom order, please reach out to our support team at support@pinelaserworks.com.