Cancellations, Returns & Refunds
Every sign is custom-made for you, so what we can refund depends on how far your order has progressed.
Last updated: 2026-10-11
Why custom orders are different
Because every sign is custom-made to your approved specifications, we cannot accept returns for change of mind, color preference, or size choices you approved. That is why every order has two approvals: you approve a specific design version before production, and you approve a video of the finished sign before it ships. See our Terms & Conditions for what each approval means.
Restocking: Not applicable (custom products are not restocked).
Cancellation by order stage
| Stage of your order | Can you cancel? | Refund |
|---|---|---|
| Before design approval Quote and design proofs in progress |
Yes, at any time. | You may cancel at any time before you approve the design and specifications for a full refund of any amount paid. |
| After design approval, before production starts | Contact us immediately. | If you cancel after approving the design but before production starts, we keep a $250 design fee and refund the rest of your deposit. Once production has started, the sign is custom-made for you and the deposit is non-refundable. Design proofs are free with a quotation. If you cancel after approving a design but before production starts, we keep a $250 design fee and refund the rest of your deposit. |
| In production | Generally no. | Your sign is being made to your approved specifications; the deposit is non-refundable. Any balance not yet due is cancelled; amounts already paid are not refunded. |
| After completion video approval | No. | Orders cannot be cancelled after you approve the completion video, because the sign has been finished to your approved specifications. |
| After shipment | No. | No refund for change of mind. Damage, defects or a sign that does not match the approval are handled as described below. |
If you ask for changes after approving a design, we will tell you whether they are still possible and whether they affect the price or timeline. Changes after production starts may not be possible.
Returns
We cannot accept returns for change of mind, color preference, or size or design choices shown in the version you approved. Please check spelling, colors, sizes and specifications carefully before approving, and check that the sign will fit your space and meet local sign rules.
Damaged, defective or not as approved
If a sign arrives damaged, defective, or materially different from the approved design and video, we will repair, replace, or refund the affected part at our option.
- Damaged in shipping: report within 48 hours of delivery with photos, as explained in our Shipping Policy.
- Not as approved: if the sign you receive is materially different from the approved design version and the approved completion video, tell us promptly with photos, before installation where possible.
- Defects that appear later: these are handled under our Limited Warranty.
If we ask you to return a sign or part, we will give you instructions and tell you who pays for return shipping. Please do not send anything back without contacting us first. For covered defects we usually repair or replace without asking you to ship the sign back; if we do need it returned, we pay the return shipping.
How refunds are issued
Approved refunds are sent within 10 business days of approval, by bank transfer or Zelle to the account that paid, with no deduction for processing fees. Your bank or card issuer may take additional time to post the refund.
Chargebacks
If you have a problem with your order, please contact us first so we can fix it. Opening a card dispute or chargeback without contacting us can delay a resolution. If a chargeback is filed, we may share relevant order records with the payment processor, including your design approval and completion-video approval records (the name typed, date and time, IP address and fingerprint of the approved file).
How to cancel or request a refund
Email sales@intellisignco.com with your order number and what you are requesting. For cancellations, contact us as early as possible; the date and time we receive your request determines which stage applies. You can also reach us at +1 (210) 415-8586 (Mon–Fri, 9am–6pm Central) or through our contact page.