Return & Shipping Policy

Return, Shipping & Refund Policy

Overview

Knot Your Average Grain ("KYAG") creates made-to-order, personalized products. Because most items are custom engraved or built to customer specifications, returns and refunds are limited as outlined below.

Order Changes & Cancellations

  • Order changes (design details, spelling, dates, rank/unit info, etc.) must be requested as soon as possible after placing your order.
  • Once production begins, we may be unable to make changes.
  • If you need to cancel an order, contact us immediately. If work has already started, a cancellation may not be possible and may only qualify for a partial refund.

Returns (Custom / Personalized Items)

  • All personalized and custom-made items are final sale and are not eligible for return or refund due to the nature of engraving and custom production.

Returns (Non-Custom Items)

If an item is not personalized (rare for KYAG), it may be eligible for return on a case-by-case basis.

  • To request a return, contact us within 7 days of delivery.
  • Items must be unused and in original packaging.
  • Shipping costs are not refundable.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or different from what was approved/ordered:

  • Contact us within 48 hours of delivery.
  • Include your order number and clear photos of:
  • The item
  • The packaging (including any damage)
  • The shipping label

·         We will review and, when appropriate, offer a repair, replacement, or remake.

Incorrect Address

Address changes must be handled before your order ships.

  • No returns are accepted for change-of-address requests once an item has shipped.
  • Once your item has shipped, we can no longer make changes to the order or shipping address.
  • Please contact the shipping carrier with your tracking information.
  • If a package is delivered to the wrong address due to an address change request that was not confirmed by email, before shipping, a refund cannot be given.

How to request an address change

  • Email us your address change request before shipping takes place.
  • An address change is only guaranteed if you receive a return email from our team confirming the change.
  • If you do not receive confirmation, the order will ship to the original address provided at checkout.

Refused / Undeliverable Packages

If a package is returned to us as undeliverable (e.g., incorrect address, incomplete address, refused delivery):

  • We can reship the item once the correct address is confirmed.
  • Additional shipping charges may apply.

Production Time and Expedited Shipping

Selecting an expedited shipping option, including Overnight, 2-Day, or 3-Day shipping, does not mean your order will be produced or shipped immediately. Expedited shipping only shortens the carrier’s estimated transit time after your order has been completed and handed over for shipment.

All products are subject to production time before they can be shipped. Our current production time generally ranges from 3 to 6+ weeks, depending on the item ordered, customization requirements, and current order volume.

For the most up-to-date production estimate, please check the scrolling announcement bar at the top of our website or contact us by email before placing your order.

Please note: Paying for expedited shipping does not shorten production time or move an order ahead of other orders already in production.

Contact Us

For help with a return request or order issue, contact: