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Any item that is personalized or is custom ordered, it is not eligible for return but covered by the product’s warranty. For detailed information on the product warranty, please see our FAQ section. If your order was lost in transit, damaged, had a spelling error made by Acorn or we made it with incorrect customization features, it would typically fall into our exception category which you can see more about below.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. Any discrepancies should be reported within 90 days of the sale date.

Exceptions / non-returnable items
Returns are not typically accepted for customized orders. However, we want you to be happy with your product. Therefore, for customized orders where errors were made due to the reasons listed below, we will make the necessary corrections and reship your original order at no charge to you.

1. The order was damaged or lost during shipping.
2. Item includes a spelling error made by Acorn Sales.
3. Item had incorrect customization features.

Note: If the customer made a misspelling or chose the incorrect options, this would disqualify the product from being returned or remade.

Refunds
If your order is eligible for return with a refund and has been received back in store with the RMA paperwork. We will notify you once we’ve received and inspected your return. We will refund your original payment method. Please remember note that is can take up to 10 days for your bank or credit card company to process and post the refund too.

We are unable to issue credits after an order is submitted, please read below and submit the documentation before placing your order.

If you are a resident outside the state of Virginia and California (both your billing/shipping info) or if you are a Virginia or California Resident and are taxable you do not need to do anything.

For Virginia and California organizations who are for qualified tax exempt for purchases, you must set up an account online first, then email with your tax form and the email address tied to the new account. Once we review and verify this information, we can change your account type over to tax exempt where you will not be charged tax. We will also reply to let you know when this has been completed.

We are only charging sales tax for those who are in Virginia and California. If you in Virginia and California and are tax-exempt organization, you should have paperwork from the state showing that you are not required to pay sales tax. If you feel that you are tax exempt but do not have this paperwork, please contact your billing office or your state tax agency to locate these forms first.

We apologize for any inconvenience this may cause; however, this is a one-step process which once you are setup as nontaxable each order you place afterwards will be tax exempt as long as you are logged in to your account.

You email with your tax form and the email address tied to the new account to cs@acornsales.com.