Policies & Processes

• How Do You Process Your Return?

  1. Repack Your Items
     • Place the item(s) back in the original packaging.
     • Ensure all hang tags are attached.
     • Include the return form and Return Authorization Number (RA#) in the box.
  2. Complete the Return Form
     • Fill out the return form on the back of your packing slip.
     • If you can't find it, download one from our website or request one by emailing [email protected].
  3. Request Your RA#

     Once your return form is filled out, contact our Customer Care team at [email protected] to receive your Return Authorization Number (RA#).

  4. Pack and Label Your Box
     • Securely pack your return item(s) in the same box if possible.
     • Use a traceable shipping method.
     • Remove or cover any old shipping labels.
     • Make sure all hang tags are attached to the item(s).
     • Include the completed return form with the RA# inside the box.
  5. Ship Your Return To:
     ATTN: Returns Department
     GraduationSource
     200 Pemberwick Rd
     Greenwich, CT 06831
  6. Receive Your Refund or Credit
     • A refund or store credit will be issued after inspection, less the 10% restocking fee, to your original form of payment.
     • Credit card refunds process within 48 business hours and may take 5–10 business days to appear.
     • Check refunds take 2–4 weeks.

• Have an Exchange Instead?

  If you want to exchange an unused, non-customized stock product, you can do so within 30 days of delivery. To process your exchange:

  1. Initiate a return using the return process above (see How To Process Your Return).
  2. Place a new order for the replacement item online or by contacting us at [email protected].

• Have an Issue with Your Customized Product?

  Customized graduation products are made specifically for you and they are considered a final sale. We cannot offer refunds or exchanges for errors on custom orders unless we were at fault for the error or defect. If we make an error or a defect occurs, we will absolutely fix the issue as quickly as possible and at no cost to you.

• How to Report an Issue with a Custom Order

  If you believe there is an error or defect with your customized product order that is our responsibility, please contact us immediately so we can remedy the situation right away.

  Please take the following steps:

  • Email us within 7 days of delivery at [email protected].
  • Include your order number and clear photos of the error or defect.

  Once we confirm the error, we will issue a replacement or refund and work with you to resolve the issue. Please note that production of custom products can take 3–8 weeks, but we will work to solve the issue as quickly as possible.

• Have a Damaged, Defective, or Missing Product?

  We are committed to delivering high-quality products that meet your expectations. If something isn’t right, we want to fix it in time for your graduation. It’s critical that you communicate with us immediately if things don’t go as planned.

  For Damaged or Defective Products

  • Email [email protected] within 7 days of delivery.
  • Provide your order number and photos documenting the issue.
  • Once verified, we will replace the item free of charge.

  For Missing Items in Your Order

  • Email [email protected] within 7 days of delivery.
  • We will confirm with our warehouse and promptly ship your missing item(s).

  For Lost Shipments

  • If your order is marked as delivered but you did not receive it, contact [email protected] immediately.
  • We will file a claim and replace your order while the investigation is underway.