Flash Moments - Policies
We think that you’ll be happy with your magnets – we love them, and our customers do too! We’ve gotten a lot of unsolicited love notes from happy people who love our products and customer service, so we think you can order with confidence.
We promise that your magnets, envelopes, and presentation cards will be free from defects, or we will reprint and replace them at no cost to you. Most of our customers are satisfied with their orders (check our testimonials). Mistakes are rare, but they do happen, so if you receive magnets with defective printing or an error made by us, envelopes that aren’t quite right, or magnet presentation cards that don’t meet your expectations, we’ll replace them and you will not be charged any additional money for printing or shipping.
If you’d prefer to keep an order with an error that was made by us, we’ll offer you a 25% refund on the portion of your order that was defective.
Please understand that this guarantee does not cover poor-quality images, typographical errors that you enter, or venue/date changes. More on that below.
If you aren’t happy with the quality of your magnet order, contact us for refund instructions within 30 days of receiving the shipment. You will need to ship the order back to us. We'll return your money, less 20% of the magnet cost, plus a return fee of $25.
You may return your envelopes and magnet presentation cards within 30 days of receiving your order. You will receive a refund as long as they are unopened, unused, and in good condition. We can only accept them in their original bundles of 25. There is a re-stocking fee of $10 on envelope and magnet presentation card returns.
Returns can only be accepted on complete orders; we cannot accept returns on partially-used magnet orders.
The cost of return shipping is your responsibility, and we do require returns to be shipped via USPS Priority Mail, or some other trackable shipment method.
Note that we cannot offer you a refund if you have made a typographical error, changed your date or venue, or are unhappy with the outcome of a photo that we warned you against using. Please see Reprints below.
We know that event planning is hectic, and things can change, but because your order is custom, there is a cancellation fee.
If you would like to cancel an order that has not yet printed, we will refund your money less a $25 cancellation fee.
If we make a new proof, or have a question about your order, we will email and call you. If we don’t get a response within 30 days, we will cancel your order, and refund your money less a $25 cancellation fee.
If you would like to cancel and order that has printed and is in production, there is a $35 cancellation fee.
You cannot cancel your order after it has shipped. Please see Returns above.
Sometimes it’s tough to make a final decision, and we want to help you make up your mind, but we have a few guidelines for artwork changes.
If you made a mistake on your artwork, contact us immediately with the correction, and we will email you 1-2 new proofs at no cost. Each additional proof will add a $15 fee that must be paid before we will print your order.
If you have already placed your order and want to make a simple text change, we create 2 proofs for you at no cost. Each additional proof will add a $15 fee that must be paid before we will print your order.
If you want to make a color or text change to an existing design, but have not yet placed your order, we may issue a $15-per-proof fee. At our discretion, we may offer you 1 free proof before you have placed an order.
For custom artwork orders, we include 3-4 free proofs with the design fee. Each proof after that will add a $15 fee.
If your event date or venue changes, we can offer you a discount on a reprint with artwork changes. You will receive 2 free proofs to correct the artwork. Please email or call us for details.
If you made a mistake on your first order, and want a replacement order, we can offer you a discount on a reprint with changes. You will receive 2 free proofs to correct the artwork. Please email or call us for details.
If you wish to purchase more magnets with the exact same artwork, please see our FAQ for instructions, or contact us.
User Entered Information
You are responsible for proofreading the information that you enter on our website. You are responsible for all information you enter and any photos you upload into a design. After placing your order, please double-check all the information from the Order Status page (that is your final proof). We cannot offer you a reprint, or accept returns on orders that have a mistake on the spelling of names or the event date.
When your order is received, we look closely at your photo to determine its outcome. If we conclude that your photo will not print well, we contact you to discuss your options. If you decide to use the same photo that we have recommended against, your sale is final. We cannot offer you a refund or a complimentary reprint, but at our discretion, we may offer you a discount on a reprint.
We offer free photo checks – please email us to discuss the output of your photo. Sometimes it’s best to email us several different photos so that you have many options. When you are cropping your photo, be sure to keep heads and important parts of the photo away from the edges. During the trimming process, we must cut off a small amount around the artwork to ensure that the printed colors go to the edges. We do make efforts to attempt to avoid this, but if the top of your head is too close to the top of the magnet, your head may be slightly cut off during trimming. We attempt to make slight adjustments to photos to ensure that the tops of heads are not cut off, but if this is a potential issue for you, please email us before placing your order.
We look carefully at each order before it is printed, and make minor adjustments to make sure that it will look great. If we determine that your art will not print correctly, we will make the necessary changes and email you a new proof for approval. It is very important that you respond in a timely fashion; your order is put on hold until we receive your approval. We cannot be held to the original estimated shipping date if the you do not approve the new proof in a timely fashion.
If we cannot reach you by email, we will call you at the phone number you provided. If we do not get a response to our original email within 30 days, we will cancel your order, less a $25 cancellation fee.
It sounds obvious, but please make sure that you have entered the correct address for shipment. If we ship to an incorrect address that you provided, it might take weeks for us to receive the returned package. You must ensure the accuracy of your shipping address. The fee to reprint and reship is 50% of the original order price, plus shipping costs.
On the rare instance that your package is lost in transit, we will contact the shipping company on your behalf in an attempt to locate the package. Most of the time, the package is found and delivered within a few days.
If it has been determined that your package was lost by the shipping company, and there is no delivery confirmation, we will reprint and reship at no cost to you.
Our online proofs are to give you an idea of the colors and overall design. The colors on your monitor will not accurately display our printing. A proof that you print on your home inkjet printer will look much different from the final product. Please do not print the proof that you see on the Moment Maker page (“Customize Your Design”). If you would like to print out a copy of your proof, only print the proof available on the Order Status page. If there is any question about how your order will look when it is printed, please contact us before placing your order. Please be aware that any time text is printed over a pattern or an uneven color field, the text will be slightly harder to read. If you have any concerns about the font used on your magnet, please contact us before placing your order.
We cannot accept cancelations, returns or issue refunds because of slight and usually imperceptible variations in material texture, thickness, color, or cut. There are always variations in any printing process, and we make no guarantees that each magnet will be exactly the same as any other magnet. There may be a tiny variations in size, thickness, and finishing from piece to piece. Shift within 1/16th of an inch is considered normal.
We cannot issue reprints for improperly-stored magnets. Your magnets should not be placed in direct sun, or stored in extreme temperatures.
We’ve tried to make the specifications of our magnets as easy-to-understand as possible. If you have any questions about anything relating to our products, please contact us and request a sample so that you can see our magnets before you buy.
The Bottom Line
We want you to be happy with your order. We’re nearly certain that you’ll like your magnets. If you don’t, we strive to offer you the best customer service possible. We’ll try to work with you until you’re satisfied, and honor any reasonable requests within our capabilities.
If you have any questions, email or call us for peace of mind.