Refund policy
Last updated: November 3, 2026
Every item we sell is personalized and made to order, so we can't accept returns or offer refunds for a change of mind. We stand behind our work, and we will make it right if something goes wrong.
Your free digital preview
Before you check out, you see a live preview of your design with your wording. Please check every name, date, spelling and detail carefully. We print and deliver exactly what you approve in the preview. Colors on screen can differ slightly from print.
Digital downloads
Digital files (Digital only, and the digital part of Digital + Printed) are delivered by a download link right after purchase. Because you approved the preview before buying, digital downloads can't be returned and are non-refundable once delivered.
If your file won't open, is damaged, or doesn't match the preview you approved, contact us within 14 days of your order and we'll fix it or send a new file at no charge.
Download links work for 30 days and up to 10 downloads. If your link expires, reply to your order email and we'll send a new one.
Printed copies (mailed to you)
This section applies to printed copies in Digital + Printed orders and to Printed-only orders.
If your printed copy arrives damaged, misprinted, or doesn't match the preview you approved, contact us within 14 days of delivery with your order number and a photo. We'll reprint and reship it free of charge, or refund the printed portion if a reprint isn't possible. When we refund a printed order, we also refund the shipping.
If we refund a Digital + Printed order, we refund the printed portion only. The digital portion isn't refunded.
Gold foil seal and document cover add-ons
The gold foil seal is applied by our print team to your printed copy. If it arrives damaged or isn't what you ordered because of our mistake, the same reprint rules as printed copies apply.
The document cover is a tent-style cover that holds your printed certificate. If it arrives damaged or wrong, we will replace it. Document covers are replaced only and aren't refunded.
Mistakes in what you approved
We can't offer free reprints or refunds for spelling or detail errors that were in the preview you approved. If you'd like a corrected version, contact us for a quote.
Lost or delayed shipments
If tracking shows no movement for 10 business days, or your package is marked delivered but hasn't arrived, contact us and we'll work with the carrier, and reprint if the package can't be found. We currently ship to the US only.
Cancellations
You can cancel within 2 hours of placing your order, as long as your file hasn't been downloaded and the print job hasn't started. After that, the order is already in production. To cancel, reply to your order confirmation email or use our contact page.
If an order is cancelled or refunded, the download link is turned off.
Novelty items
All of our documents are novelty props for display, film, stage, photography and gifts. They are not official documents and can't be used for identification, legal or verification purposes. Refunds aren't available for misuse of a novelty item.
How to reach us
Email us at support@thepropmakers.com, reply to your order confirmation email, or use our contact page: https://thepropmakers.com/pages/contact. Please include your order number. We reply within one business day, Monday to Friday.
Refunds
Approved refunds go back to your original payment method within 5 to 10 business days.
Nothing in this policy limits rights you have under consumer law that can't be waived.