Customer Service

Company Policies

In order to provide quality products and service to all of our customers, the policies, procedures, terms, and conditions below must be adhered to strictly.

Pricing

Although we maintain standard pricing on all of our pieces, from time to time prices will have to be increased when there is a substantial change in the silver and gold markets. Prices are based on a current sterling silver market. When silver prices fluctuate, a silver surcharge will be added to the price of the item.

Turn Around Time

The Monogram Girl operates on a ten (10) business day turn around. Turn around time does not include shipping time. Orders placed before 2:30 p.m. EST will be processed to ship within ten (10) business days. However, our turn around time may vary during peak seasons. This would include Holidays such as Christmas, Mother's Day, Father's Day, Valentine's and our peak Show Schedules in January and July. At these times our turn around time could change to a 3-4 day turn around.

When placing an order that requires a certain receipt date, please note this on your order or notify The Monogram Girl so that we can ensure your order reaches you in time. There is a fee for rush or same day orders. Please consult with The customer service representative for this information.

Shipping

1. All packages will be charged for shipping and handling. This includes back orders.
2. Our standard shipping is UPS Ground. If you require special shipping, please specify at the time of your order. Next Day, 2nd Day, 3-Day Select, and Saturday Delivery is available at an additional charge.
3. The Monogram Girl ground shipping is based on the following chart:
    

Return Policy

1. A Returned Goods Authorization (RGA) number must first be obtained from The Monogram Girl by calling 913-707-3202. This number allows us to track your package through the return process. This RGA must be clearly marked on the outside of your package. Failure to indicate this RGA number on the outside of your package may result in delayed processing time. No claim for return will be accepted without first obtaining an RGA number from a customer service representative of The Monogram Girl.
2. A copy of the original invoice with the returned item circled must accompany the RGA.
3. All personalized jewelry and gifts are non-returnable. If the products are damaged (see Damaged Goods below), they will be replaced using the exact engraving as the original order. If there is a change in the engraving, it will be charged as a new item.
4. All returns that are not damaged of a defect in materials or workmanship will be assessed a 15% restocking fee. These goods must also be returned in their original packaging and in resalable condition.
5. All Merchandise carries a one (1) year warranty against breakage. No returns will be accepted after 30 days of the original invoice date other than items that are broken due to the defect in materials or workmanship.
6. Damaged items will be repaired or replaced at the discretion of The Monogram Girl. If it is determined that there is no damage, the item will be returned to the customer at their cost and no credit will be issued.
7. Any applicable return postage credits will be issued only if the package is returned using standard US Postal Service. Credits will not be issued for upgrade to Priority Mail, Delivery Confirmation of Insurance.
8. Returns will not be processed for customers with past due account balances until the account is made current.

Damaged and Shortage Claims

Claims for damaged goods, due to shipping, or shortage must be reported to The Monogram Girl within 5 business days of receipt. All damaged merchandise must be returned in the original carton in order to file a claim with UPS. An RGA number must be obtained before returning to The Monogram Girl.

Returns for any reason will not be accepted without an RGA number issued by The Monogram Girl.

Back Orders

While The Monogram Girl makes every effort to maintain stock of all styles offered; this may not always be possible. In the event an item is out of stock, we will make every attempt to ship the item as soon as possible. When an item is back ordered, you will be given an approximate arrival date. These dates cannot be guaranteed.

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