Store Policy and FAQ
We want your shopping experience to be clear, smooth, and worry-free. Our store policies outline important details on processing times, shipping (including expedited options), returns, and exchanges. Since many of our products are handcrafted and made-to-order, all sales are final unless the item arrives damaged or defective.
For quick answers, our FAQ section covers common topics such as customization options, production timelines, shipping upgrades, and product care. If you don’t find the answer you’re looking for, simply reach out—we’re always happy to help.
Trust & Brand
Are you a veteran-owned business?
Are you a veteran-owned business?
Yes. MeritSalute is proudly veteran and family owned. Supporting us directly supports a veteran family business in Maryland.
Are your products officially licensed by the military branches?
Are your products officially licensed by the military branches?
Yes. Our products are officially licensed by select U.S. military branches. Each listing will note the trademark license where applicable, so you can shop with confidence knowing your purchase is authentic and approved.
Where are your products manufactured?
Where are your products manufactured?
Every piece is proudly hand finished in Maryland, USA. We design, produce, and package everything ourselves — nothing is mass-produced or imported.
Why should I choose MeritSalute over other shops?
Why should I choose MeritSalute over other shops?
We combine tradition with craftsmanship to create meaningful gifts you won’t find anywhere else. With official licensing, U.S.-made quality, full customization, and veteran ownership, we stand apart by delivering pieces with pride, care, and authenticity.
Will the product be durable / how do I care for it?
Will the product be durable / how do I care for it?
Our pieces are made with premium materials designed to last. To keep them looking their best, simply dust with a soft cloth. Unless specifcally mentioned, avoid harsh cleaners, direct prolonged sunlight, or excessive heat and moisture. With proper care, your piece will maintain its crisp detail and vibrant finish over time
Orders, Purchases & Customizations
How do I edit an order?
How do I edit an order?
We understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
What is the turnaround time once I place my order?
What is the turnaround time once I place my order?
Turnaround time depends on the specific item being made. Items requiring a proof approval takes an additional 24 hours. Processing and shipping times are listed in the Product Information tab of each product description. Rush options may be available depending on your deadline.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What happens if I don’t provide all the personalization details?
What happens if I don’t provide all the personalization details?
We’ll reach out by email or phone if any required details are missing. Your order will be placed on hold until we receive your personalization information to make sure your gift is completed exactly as you want it.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
What happens if there is an error in name, rank, date, etc.? Do you correct for free?
What happens if there is an error in name, rank, date, etc.? Do you correct for free?
Yes. If the error is on our end, we will remake and ship your order at no cost to you. If the mistake comes from the information provided, we’ll work with you on a discounted remake.
Can I cancel my order after it’s placed? Up to what point?
Can I cancel my order after it’s placed? Up to what point?
Orders can be canceled within 60 minutes of purchase for a full refund. After production begins, cancellations are no longer possible since every product is made to order.
Pricing & Payment
Do you offer discounts for bulk, unit, or command purchases?
Do you offer discounts for bulk, unit, or command purchases?
Yes. We regularly work with commands, units, and organizations for bulk orders. Discounts vary depending on the item, quantity and complexity of the order. Please contact us for a custom quote.
Do you offer installment payments or financing?
Do you offer installment payments or financing?
Yes! We offer flexible payment options through Shop Pay Installments, so you can split your purchase into easy payments at checkout.
Can I pay with a Government Purchase Card (GPC)?
Can I pay with a Government Purchase Card (GPC)?
Yes. We gladly accept Government Purchase Cards (GPC) as a form of payment. At checkout, simply enter your GPC information as you would with any credit card. If your agency requires an invoice or additional documentation for approval, please contact us before placing the order so we can provide everything you need.
Do you offer support for government or tax-exempt purchases?
Do you offer support for government or tax-exempt purchases?
Absolutely. We understand federal procurement requirements and can provide tax-exempt purchases, bulk order support, and formal invoices upon request. If your agency needs purchase orders, documentation, or custom quotes, please reach out to us prior to ordering so we can ensure compliance with your procurement process.
What forms of payment do you accept?
What forms of payment do you accept?
We accept a variety of secure payment methods via Shopify, including:
- Major credit and debit cards via Shopify Payments (Visa, Mastercard, American Express, etc.)
- Digital wallets and accelerated checkout options such as Shop Pay, Apple Pay, Google Pay, and PayPal
- In some cases, buy now, pay later (BNPL) options via Shop Pay Installments (where available)
Are any purchases final sale?
Are any purchases final sale?
We are unable to accept returns on customized items. These will be carefully marked before purchase.
Is my payment information secure?
Is my payment information secure?
Absolutely. All transactions are processed through secure, encrypted payment gateways. We never store your credit card details, and all payments are processed through secure, PCI-compliant systems and encrypted gateways to protect your data.
Shipping, Tracking & Delivery
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. Delivery times may vary depending on your location and the shipping method chosen at checkout. Once your order is complete and shipped, you’ll receive tracking information so you can follow your package every step of the way.
Do you offer rush / expedited processing for special dates (retirement ceremonies, memorials, change of command, funerals)?
Do you offer rush / expedited processing for special dates (retirement ceremonies, memorials, change of command, funerals)?
Absolutely. If you have an urgent event date, contact us before placing your order. Additional fees may apply depending on the timeline. Please find the expeditied and rushed options under the Product Add-on category.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
If your order has already shipped, unfortunately there is nothing we can do as the order would have been turned over the shipping provider already.
Do you ship internationally?
Do you ship internationally?
We ship to nearly every country worldwide. Customers are 100% responsible for all Duty/VAT/Customs fees, so please check on your own countries policies for expected costs involved. We do not offer express services for international, due to the high cost and poor reliability. International delivery times vary drastically, please refer to the carrier's website for more information.
How much does shipping cost?
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Returns & Exchange
What is the return policy?
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn’t the case, let us know and we’ll do our best to work with you to make it right.
- Returns on purchases that has no cusation will be accepted for return within 7 days of receipt.
- Returns on customized items will not be accepted.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
What is a customized product?
What is a customized product?
Customized products are all items that are made to order which has been, configured, personalized, or inscribed, such as engravings, stamps, monograms, selective coloring, embroidery, embossing, etching, carving, or printing. Items offered with customization options are ineligible for returns
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 48 hours of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return and are credit card fees refundable?
How long does it take to process my return and are credit card fees refundable?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Please note that any credit card processing fees are non-refundable.
What if my order arrives damaged?
What if my order arrives damaged?
If your order arrives damaged, please contact us within 48 hours of delivery with photos of the packaging and the item. We’ll work quickly to resolve the issue by offering a replacement or a suitable solution. Since each piece is handcrafted and made to order, your satisfaction is our priority and we’ll make sure you receive your item in perfect condition.
What warranty or guarantee do you provide?
What warranty or guarantee do you provide?
Every product is covered by our Common-Sense Guarantee: if a manufacturing defect occurs, we’ll replace it — no questions asked. We'll accept any non-customized item back within 7 days of receipt. Items must be either unused, or in sellable condition. For customized items, all sales are final due to the personalized nature. Customers are expected to cover shipping costs unless a mistake has been made on our end. Please e-mail us if you have questions, as I always want to make sure you're happy with your purchase!