FAQ - Refunds & Exchanges


If you are not eligible to graduate you must contact our office in writing prior to graduation to request a refund on applicable items.  Personalized items such as namecards and diploma plaques are NOT eligible for a refund. Late Fees and Handling Fees are NOT refundable.  You can receive a refund on your cap and gown unit and certain senior graduation items.  All items that are subject to a refund must be in our office in 100% new condition and original packaging prior to graduation to be eligible.  Refunds will be issued when items have been returned to our Powhatan office.   Please allow 4-6 weeks after graduation for your refund to be processed.

All custom and/or personalized orders are non-returnable, non-exchangeable and non-refundable. Customers who wish to cancel these items, such as namecards and diploma plaques, must do so within 24 hours of their transaction. 


Undelivered merchandise will be held in our office for a maximum period of 10 days past graduation and MUST be picked up in our Powhatan office during that time frame. Unclaimed merchandise, including caps and gowns, will not be eligible for a refund. Herff Jones resumes no responsibility for orders shipped to an incomplete or incorrect shipping address provided by the customer. Any additional shipping charges for such orders will be the responsibility of the customer and will be charged to the credit card used on the order. If an order is refused, shipping and handling charges are not refundable.

You the buyer, may cancel a ring order at any time prior to midnight of the third business day after the date the order was placed.  Any changes to the specifications of a  ring order must be made within 72 hours.

Exchanges will be allowed only under certain circumstances.  If you have ordered a personalized product, we will exchange the product if we have misspelled the name on the product and the name was spelled properly and is legible on the original order.  If the product that we deliver to you is defective upon receipt, we will exchange it with a similar product. There is an additional charge to remake a personalized product that was incorrectly spelled by customer on order.