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Refund & Return Policy
At Plump Moose Signs, every piece we create is handcrafted with care in our Rockwall, Texas workshop. We stand behind the quality of our work. Please read this policy carefully before placing your order.
1. Custom Signs — Non-Refundable
Because every custom sign is made to order specifically for you, we are unable to accept returns or issue refunds on custom or personalized orders. This includes:
- Town & state signs with custom text or dimensions
- Personalized name signs
- Any sign featuring custom wording, graphics, or design specifications provided by the customer
Once production has begun on a custom order, it cannot be cancelled. Please double-check all spelling, sizing, and design details before submitting your order. If you notice an error in your order details, contact us at signs@plumpmoose.com as soon as possible. We will do our best to accommodate corrections before production begins, but we cannot guarantee changes can be made once an order is in progress.
2. Pre-Made Shop Signs — 14-Day Returns
Pre-made signs available in our shop (non-personalized, ready-to-ship items) may be returned within 14 days of delivery, provided they meet the following conditions:
- The item is unused and in its original condition.
- The item is in its original packaging or otherwise safely packaged for return.
- You contact us at signs@plumpmoose.com within 14 days of receiving your order to initiate the return.
Return shipping costs are the responsibility of the customer unless the return is due to our error or a product defect. Once we receive and inspect the returned item, we will issue a refund to your original payment method within 5–7 business days.
3. Damaged in Shipping
We pack every sign carefully to ensure it arrives safely. However, if your sign arrives damaged due to shipping, we will make it right. Here is what to do:
- Photograph the damaged item and packaging as soon as you receive it.
- Email us at signs@plumpmoose.com within 5 business days of delivery with your order number and photos of the damage.
For items damaged during shipping, we will, at our discretion, offer:
- A full replacement of the original item at no charge, or
- A full refund to your original payment method.
We may ask you to return the damaged item before a replacement or refund is issued. We will provide a prepaid return label in those cases.
4. Production Errors
If we make an error on your custom sign (for example, a misspelling that differs from what you submitted, or the wrong size), we will remake the sign at no charge or issue a full refund. Please contact us within 5 business days of receiving your order. We will review your original order details and the photos you provide, and resolve the issue promptly.
5. Non-Returnable Items
The following are not eligible for return or refund:
- Custom or personalized signs (as described above).
- Items damaged due to misuse, improper installation, weather exposure, or normal wear and tear.
- Items returned more than 14 days after delivery (for pre-made signs).
- Items that have been modified, altered, or painted after delivery.
6. How to Contact Us
For all return, refund, or replacement requests, please reach out to us directly:
- Email: signs@plumpmoose.com
- Website: plumpmoose.com
- Location: Rockwall, TX
We are a small, family-run operation and we care deeply about our customers. If something is not right with your order, please reach out and we will do everything we can to make it right.