Satisfaction Guarantee
Satisfaction Guarantee
At SipEngrave, we stand behind every glass we help create. If something isn't right, we make it right — no runaround, no hassle. That's our commitment to every customer.
Quality Guaranteed
Every glass is inspected before shipping. Permanent laser etching — never fades.
Free Replacement
Damaged or wrong item? We send a replacement at no cost to you.
Real Human Support
Email us and a real person on our team responds within 24 hours.
1. What Our Guarantee Covers
We guarantee the quality of every SipEngrave product. If your order arrives with any of the following issues, we will resolve it immediately — free of charge:
- Damaged item: Glassware that is broken, chipped, or cracked upon delivery.
- Defective engraving: Text or artwork that is flawed, incomplete, or illegible due to a production error.
- Wrong engraving: The engraved text or design does not match what you submitted in your order.
- Wrong item: You received a completely different product from what you ordered.
Our Resolution Promise
For any of the above issues, we will offer you a choice of a free replacement or a full refund to your original payment method — whichever you prefer. In most cases, you do not need to return the defective item.
2. What Our Guarantee Does Not Cover
Because every SipEngrave glass is permanently laser-etched to your exact specifications, our guarantee does not cover the following situations:
- Buyer input errors: Misspelled names, incorrect dates, or wrong details provided by the customer at checkout.
- Change of mind: Deciding you no longer want the item after production has begun.
- Post-delivery damage: Breakage that occurs after successful delivery and acceptance of the item.
We strongly recommend double-checking all personalization details before completing your purchase. Our design team reviews every order before production, but we can only work with the information you provide.
3. How to Claim Your Guarantee
Reporting an issue is simple. Please contact us within 7 days of delivery and follow these steps:
Take Photos
Clear photos of the damaged item or incorrect engraving, plus a photo of the outer packaging and shipping label.
Email Us
Send your photos and order number to support@sipengrave.com with the subject: Guarantee Claim #[Order Number].
We Review
Our team reviews your claim within 24–48 business hours and confirms the resolution with you.
Resolved
A free replacement is dispatched or a full refund is processed immediately upon approval — your choice.
4. Our Quality Standards
Every SipEngrave glass goes through a multi-step quality process before reaching your door:
- Design review: Our team manually reviews every personalization request to check for formatting, spacing, and legibility before sending to production.
- Precision laser etching: All engraving is done by professional-grade laser equipment at our state-of-the-art US fulfillment facility.
- Quality inspection: Each item is inspected before packaging to ensure the engraving meets our strict standards.
- Secure packaging: Orders are packed in protective materials designed to withstand standard carrier handling.
The SipEngrave Promise
We are an independent, creator-led brand. Every order matters to us personally. We don't hide behind automated responses or complicated return portals — when something goes wrong, a real person on our team handles it directly and makes it right.
Transparent Business
We are upfront about who we are: an independent design studio with dedicated in-house artists, paired with world-class US manufacturing.
Honest Policies
Our policies are written in plain language. No hidden clauses, no fine print traps. What you read is exactly what you get.
Real Support
Every support email is answered by a real person on our team within 24 hours. We are here to help, Monday through Friday.
No-Hassle Resolution
If your item has a defect, we fix it — fast. No lengthy back-and-forth, no demanding you ship the item back at your expense.
Have a Question or Issue?
Our support team is ready to help. Reach out directly and we'll take care of you.
Response time: within 24 hours, Monday – Friday.
Please include your order number and photos for fastest resolution.