Every item that leaves our shop is made by hand, with care, right here in Arizona. Because most of our products are custom-made or personalized specifically for you, please read this policy carefully before placing your order.
1. All Sales Are Final
Cactus Air Designs does not accept returns or exchanges on any order. This applies to all product types — personalized or not — including but not limited to:
- Laser-cut and engraved wood items (wall art, signs, ornaments, candle holders, home décor)
- Electroplated and powder-coated engraved tumblers
- Leatherette items
- Any item where a stain, colorway, finish, font, or design option was selected
All sales are final. We do not offer refunds under any circumstances, including buyer’s remorse, change of mind, or delays caused by shipping carriers.
By completing your purchase you acknowledge that you have reviewed your order details, personalization information, and product photos, and you accept this policy.
2. Order Cancellations
You may cancel your order within 8 hours of purchase for a full refund, provided production has not yet begun. Once your order enters production it cannot be cancelled.
To request a cancellation, contact us immediately at terrie@cactusairdesigns.com with your order number. Cancellation requests are processed during business hours.
3. Tumbler Mock-up Approval
All tumbler orders requiring personalization include a digital mock-up for your approval before we begin engraving. Once your mock-up is sent:
- You have 48 hours to review and approve or request changes.
- If we do not hear back within 48 hours, your order will proceed to production as shown in the mock-up — no exceptions.
- Please review all details carefully: spelling, layout, personalization text, and finish selection. Approved mock-ups are final.
4. Damaged or Incorrect Items
We stand behind our work. If your order arrives damaged in shipping or contains an error that is our fault, we will remake and reship your item at no charge.
To qualify for a replacement, you must:
- Contact us within 7 days of confirmed delivery.
- Send clear photos of the damaged or incorrect item and its packaging to terrie@cactusairdesigns.com with your order number.
Please note: natural wood variation (grain pattern, slight color variation) and minor finishing characteristics are not defects — they are part of the beauty of handcrafted wood goods. Customer-submitted errors (misspellings, wrong personalization details, or incorrect selections at checkout) are not covered under this policy.
Tumbler Lid Alignment
Our tumblers are engraved as a complete assembled unit and leave our shop with the design properly aligned. However, because the lid attaches via a threaded connection, design alignment cannot be guaranteed once the lid has been removed and reattached by the customer. The lid’s final resting position after reassembly depends entirely on how far the threads are turned, which varies each time — this is the nature of a threaded lid, not a flaw in the product.
Lid misalignment after customer removal and reattachment is not a manufacturing defect and does not qualify for a replacement or refund. If your tumbler arrived with the design misaligned straight out of the packaging, please contact us with photos within 7 days of delivery and we will make it right.
5. Production & Shipping Times
Current production time is 5–14 business days, depending on the item ordered. Shipping times are in addition to production time. Rush orders are not available at this time. We are not responsible for shipping carrier delays once an order has left our shop.
6. Questions?
We want every customer to love what they receive. If you have a question or concern about your order, please reach out before purchasing — we’re happy to help you choose the right product, stain, or personalization options.
Email: terrie@cactusairdesigns.com
Website: cactusairdesigns.com