Last updated: January 31, 2026

At Go True Global LLC, each item is made to order and personalized specifically for you. Because of this, please review our policy carefully before placing an order.

Custom & Personalized Items

All custom and personalized products are final sale and not eligible for return or refund, including:

Laser-etched or engraved items

Personalized designs, names, dates, or logos

Made-to-order products

We do not accept returns for buyer’s remorse, incorrect personalization submitted by the customer, or changes requested after production has begun.

We do not offer refunds for customer-approved typos, such as misspellings or incorrect dates. All custom designs are sent for approval prior to engraving, and the final approved design is what will be produced.

If a replacement is needed, we will send a new item at no cost to you using the same or comparable shipping method as the original order. If you choose not to receive a replacement, we will issue a refund for the defective item only (excluding shipping).

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery with:

Your order number

A description of the issue

Clear photos of the item and packaging

If approved, we will offer a replacement or refund at our discretion.

Non-Personalized Items

We gladly accept returns and exchanges on non-personalized items.

Contact us within: 5 days of delivery

Return items to us within: 10 days of delivery

Return method: Mail to our provided return address (customer is responsible for return shipping unless the item is defective)

Once your return is received and inspected, we’ll issue a refund to your original payment method.

Bulk & Wholesale Orders

Bulk and wholesale orders are custom production orders and are final sale unless otherwise stated in a written agreement. Any issues must be reported within 48 hours of delivery.

Non-Returnable Items

We do not accept returns or refunds for:

Personalized or custom items

Bulk or wholesale orders

Items marked as final sale

Items damaged due to misuse, wear, or improper care

Cancellations

We begin processing orders quickly to meet turnaround times. Cancellations are only accepted within 12 hours of placing your order. After that, the order is locked in for production.

Damaged or Defective Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery. Include clear photos of the damage or issue. We’ll respond promptly with a resolution.

Late or Last-Minute Orders

We strongly encourage customers to order well in advance. While we will replace any item that meets our damage or error criteria, we cannot expedite replacements or refund entire orders if timing issues arise for last-minute gifts.

Important Notes

We are not responsible for delays caused by shipping carriers, weather, or other external factors.

Customers are responsible for providing accurate shipping information. We are not liable for delays or non-delivery due to incorrect addresses.

No refunds or replacements will be issued for orders delayed due to customer-related issues, regardless of shipping method.

Contact Us

For questions regarding returns or refunds, contact us at:

📧 info@gotrueglobal.com