FAQ

What happens after I place an order or request a quote?

After your order is placed, you will receive an order confirmation email. For custom items, a digital proof will be sent to the email provided at checkout. Production begins only after proof approval (if applicable). Production timelines vary by product

Do I receive an invoice for my order?

Yes. A confirmation receipt is automatically sent to the email used at checkout. You may also request a detailed invoice copy for your records.

How long does production take?

Standard production time is 5–14 business days, depending on product type, order volume, and season. Memorial, graduation, and event items may require extended turnaround during peak periods. Shipping time is separate from production time.

Do you offer rush orders?

Rush production may be available on select items for an additional fee. Availability must be confirmed prior to purchase. Please contact us before placing a rush order.

Will I receive a design proof?

Yes. Custom items include one complimentary digital proof. Production will not begin until written approval is received.

Can I request changes to my proof?

Reasonable revisions are allowed prior to final approval. Once a proof is approved and production begins, changes cannot be made.

What happens if I approve a proof with an error?

Primetime Legacy Creations LLC is not responsible for spelling errors, incorrect dates, colors, or design details that were approved by the customer. Please review proofs carefully before approval.

What forms of payment do you accept?

We accept major credit cards, debit cards, Shop Pay, and other secure payment methods available at checkout through Shopify.

Can I cancel my order?

Orders may be canceled within 24 hours of purchase, provided production has not started. Custom items that have entered production cannot be canceled.

Do you offer refunds or exchanges?

Due to the personalized nature of our products, all custom sales are final. Refunds or replacements are only issued if:

  • The item arrives damaged

  • There is a verified production error on our part

Claims must be submitted within 3 days of delivery with photo documentation.

Do you ship nationwide?

Yes, we currently ship within the United States. Shipping rates are calculated at checkout based on weight, size, and destination

When will I receive tracking information?

Tracking details are sent via email once your order has shipped. Please allow carriers time to update tracking information.

Are you responsible for carrier delays?

Primetime Legacy Creations LLC is not responsible for shipping delays caused by carriers, weather, or unforeseen circumstances once the package has been shipped.

How should I submit photos for custom or memorial designs?

Please submit high-resolution, well-lit images. Low-quality images may affect final print quality. By submitting photos, you confirm you have permission to use the image(s).

Do you offer bulk pricing?

Yes. Special pricing is available for school events, graduations, memorial services, corporate gifts, and large orders. Contact us for a custom quote.

How can I contact customer support?

You may reach us via the contact form on our website. Please allow 24–48 business hours for a response.

Order Agreement:
By placing an order with Primetime Legacy Creations LLC, you acknowledge and agree to all production timelines, proof approval requirements, and refund policies outlined above.

Intellectual Property Notice:
We reserve the right to refuse designs that infringe on copyrighted or trademarked material. Customers are responsible for ensuring they have rights to submitted artwork.

Policy Updates:
Policies are subject to change without notice. The most current version will always be available on this page.