Why our policy can be simple
With most custom products, you pay first and hope the finished piece matches what you imagined. We built Known Truly the other way around: you see the complete, finished proof – every word, your photo, the full design – and approve it before you pay. Nothing goes to checkout until you have said yes to the exact piece that will be made.
That order of operations is why surprises are rare here, and it shapes the promises below.
If it arrives damaged or defective
If your piece arrives with a cracked frame, broken glass, print damage, or any defect in how it was made, we are sorry – and we will fix it at no cost to you.
- Email [email protected] with a photo or two of the damage, ideally within 30 days of delivery.
- We will send a free replacement of the same piece. You do not need to ship anything back.
- If a replacement is not what you want, tell us – we will refund you instead.
Shipping mishaps are our responsibility, not yours. We will never make you argue for this.
If it never arrives
If tracking stalls or your piece is lost in transit, write to us. We will chase it down, and if it cannot be found, we will send a replacement or refund you in full – your choice.
Before it goes to print
Every paid order is reviewed by a person here before it is released to the printer. If something is suddenly wrong – a typo you spotted after approving, a change of heart – email us as soon as you can. If your piece has not yet gone to print, we will correct it or cancel and refund you in full, no questions asked.
Once it has printed
Because each piece is made to order from your photo and your words, it cannot be restocked or resold. Once the piece you approved has gone to print, we are not able to accept returns or offer refunds for reasons of preference – the piece that arrives is the piece you approved.
That said, this is not a policy we hide behind. If something about your piece genuinely does not match the proof you approved, that is a defect, and the damaged-or-defective promise above applies. And if something else is weighing on you, write to us anyway – we would rather hear about it and help than have you live with a piece that does not feel right.
Digital keepsakes
The same approval-first flow applies: you see the finished piece before you pay. Because a digital file cannot be returned once delivered, digital keepsakes are not refundable after delivery – but if there is any error in the file you receive, we will correct it at no charge.
How refunds are paid
Approved refunds go back to your original payment method, typically within 5–10 business days of being issued. You will receive an email confirmation when it is on its way. If it has not appeared after 10 business days, let us know and we will track it down with our payment processor.
Reaching us
[email protected] – a real person reads every message and answers, usually within one business day. We know what these pieces mean, and what they mark. If something is wrong, we want to make it right gently and quickly.
HD Productions LLC dba Known Truly, Missouri, United States.