Customer Service
Shipping
All orders are custom made with old world craftsmanship from only the finest materials. We place great emphasis on carefully packaging our products and delivering them to our customers with a reasonable shipping time. We want you to enjoy the end result; thus, we are very thorough and do not rush the process of researching your lineage. Additionally, we don't ship anything that we wouldn't want to proudly display ourselves, so please expect the following delivery times:
Delivery Times After Payment is Completed:
Coat of Arms: 8-10 weeks
Armor: 8-10 weeks
Jewelry: 4 weeks after final approval of design by customer
Framed Items: 1-2 weeks
Please note: Framed items shipping outside the US will ship via USPS Priority mail and may require an additional fee depending on the country the product is shipping to.
Cancellation Policy
Cancellations will only be accepted in writing. All cancellations must be made within 14 days. As our products are individually crafted, cancellations made after the 14-day period will be subject to fees.
Rings: all Jewelry orders can be cancelled up 14 days after the placement of the order to receive a full-refund. As our products are individually crafted, cancellations made after the 14-day period are subject to service fees.
Please note: All rings are warranted for one year; however normal wear and tear is not covered under this policy. However, upon receipt of your ring, and imperfections need to be noted within 2 business days and we will repair your item at no cost to you. All karat gold and metals are guaranteed authentic. We will size your ring at no charge within 30 days. However, damage to your ring due to resizing outside of My Lineage, Inc. will void this warranty. After the 30 day period, we will resize your ring for an additional $25.00 charge, plus shipping. Please note that any resize or repair work done to the ring outside our factory will void the warranty..
Coat of Arms Banners: All cancellations must be made within 14 days of placing your order and you will be refunded for all payments made. As our products are tailored to each person, no cancellation will be accepted on Coat of Arms products after the 14-day period.
Swords and Shields: Swords and Shields can be cancelled up to 14 days of placing an order to receive a full-refund. As our products are individually crafted, cancellations made after the 14-day period are subject to restocking fees.
Return Policy
Your order should arrive in perfect condition and you should be 100% satisfied with your purchase. My Lineage, Inc. stands behind all of our products and offers to correct your product or shipment if it arrives to you not how it was described at the time of order. You must call customer service within 48 hours to report the issue and we we will look into correcting it. You will need to send the product back to us in the original box it was shipped in, within 14 days of receiving the product and after you get the Return Order Number from My Lineage, Inc. We pride ourselves on our reliable customer service and referrals from our past customers; so if you're not happy, we're not happy.
Damaged Deliveries
Upon delivery, please inspect your items carefully. If the item received is damaged, please notify our customer service department at 1-800-868-9405 within 48 hours of delivery. You must hold the original packaging, merchandise, and packing slip for inspection by the carrier; otherwise no claim or replacement can be honored.
We're Not Perfect
If you received your item and it is incorrect due to an error on our side, we will look to remedy the problem in a timely manner. Our aim is to give our customers exactly what they asked for and we will go to great lengths to correct any errors and ensure you are satisfied with your purchase from mylineage.com.
Questions and Comments
We enjoy receiving all kinds of feedback from our customers. If you have additional questions or comments, please let us know at 1-800-868-9405 or info@mylineage.com
Our prices and specifications are subject to change without notice and our products are intended for professional use and decoration and should not be misused.
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