Refund Policy
We want you to love your order. Because our products are custom-made, personalized, or food-grade, most items are non-refundable unless there is a printing mistake on our end. In that case, we will replace the item free of charge.
We do our best to represent product colors accurately, but screen settings vary. Printed colors may appear slightly different from what you see on your device.
Custom Items
All custom special-order items are also non-refundable.
Return Request Window
Requests for returns on eligible, non-custom items must be made within 5 calendar days of receiving your order. A return authorization number is required. Once we receive the item in new, unused condition, we will issue a refund for the item price.
Shipping charges are non-refundable. Buyers are responsible for return shipping costs, and we recommend obtaining a tracking number for your protection.
All returns are processed at our discretion.
Damaged Items
Once shipments leave our studio, they become the responsibility of the carrier (USPS, UPS, or FedEx). If you purchased Package Protection and your item is damaged or lost in transit, we will replace or issue store credit according to the protection policy.
If Package Protection was not purchased, damage or loss claims must be filed directly with the carrier. Rubi and Lib Design Studio (Berks Imprints Group, LLC) cannot issue refunds for items lost or damaged in transit without Package Protection.
Cancellation Policy
Standard Production Orders (Non-Rush)
If you place an order with standard production and we notify you that your need-by date cannot be met, we may offer the option to upgrade to rush production if capacity allows.
If you choose not to upgrade and prefer to cancel, you may select one of the following:
- A refund minus a 5% processing fee (covers non-refundable payment processing costs)
- A full refund as store credit (no fees deducted)
These options are available only if proofing or artwork has not yet begun. Once design work starts, standard proofing and artwork fees apply.
If We Have Not Started Your Order
If you choose to cancel your order and no proofing or artwork has begun, a 5% processing fee will be deducted from your refund. If preferred, you may receive full store credit with no fees.
This applies to all pre-production cancellations, including:
- Change-of-mind cancellations
- Incorrect need-by dates
- Standard production orders where rush is declined
If Proofing Has Started
Once proofing begins, a $20 proofing fee applies to cancellations. This fee covers the time and setup required to prepare your custom proof.
Custom Artwork Orders
For orders involving custom illustrated artwork, once artwork creation has begun, the artwork fee is non-refundable.
If You Approved Your Final Proof
Once the final proof is approved, your order enters production and cannot be canceled. The full order amount becomes the customer's responsibility.
Non-Responsive Orders
If a customer does not respond to proof emails within 2 weeks, the order will be automatically canceled (minus the $20 proofing fee). Multiple attempts to contact the customer will be made.
Customer Responsibility
It is the customer’s responsibility to review sizes, measurements, colors, and personalization details before ordering. If purchasing a large quantity, we recommend ordering a single item first to confirm color and size.
We are always happy to answer questions and help guide you toward the best product for your event.