Returns & Refunds at CGO

We want every gift, party favor, and personalized piece to land beautifully — and on the rare occasion something goes sideways, we want it just as easy to make right. Here's how it works.

Cancellations within 24 hours

Changed your mind? No problem. You can cancel any non-personalized order within 24 hours of placing it for a full refund — no questions asked, no need to explain. Just email us at hello@chiefgiftingofficers.com with your order number and we'll cancel and refund right away (refunds typically land back on your card within 3-5 business days).

Personalized orders are the exception. Because we start making them right away, we can only cancel a personalized order if production hasn't begun yet. Email us as soon as you can and we'll tell you straight away whether we caught it in time. If we did, you get a full refund. If it's already in production, we can't cancel — but see Returns on personalized items below for what we can do.

After 24 hours, your order has either entered production or is on its way to our shipping queue, so we can't cancel — but we still want to take care of you. See below.

Returns on personalized items

We can't accept returns, exchanges, or cancellations on personalized items (anything with a custom name, monogram, color, or other personalization) once production has begun. These are final sale.

This isn't us being precious about it — these pieces are made just for you and aren't something we can resell or restock. The good news: we can still make it right if there's an actual problem.

If your personalized item arrived damaged, with a typo on our end, or different from what was described:

• Email us at hello@chiefgiftingofficers.com with your order number and a quick photo (helps us chase the carrier on packaging)
• We'll send a replacement within 24 hours at our cost — no return needed on the original
• You'll have tracking the same day

If you simply changed your mind on a personalized item:

• We can't take it back, but we can offer you 25% off your next order as a softener. Code THANKYOU25 at checkout.

Returns on non-personalized / wholesale items

Wholesale items (anything not personalized — think party décor, party favors, gift sets, vendor-supplied pieces from our marketplace) can be returned within 30 days of delivery for a full refund.

Here's how to start a return:

1. Visit your order page on chiefgiftingofficers.com (you'll find the link in your order confirmation email)
2. Click Request a Return next to the item you'd like to send back
3. We'll email you a prepaid USPS return label within 24 hours
4. Print the label, drop the package at any USPS location, and you're done
5. Once we receive and inspect the return, your refund of the item price will hit your original payment method within 3-5 business days (return shipping is on us if the item arrived damaged or different from description; otherwise return shipping costs $5 deducted from your refund)

To qualify, the item must be:

• Unused and in original condition
• In original packaging where possible
• Returned within 30 days of delivery

Damaged or missing items

If your order arrived damaged, broken, or with anything missing:

• Email us at hello@chiefgiftingofficers.com within 7 days of delivery
• Include your order number and a photo of the damaged item or packaging if possible
• We'll send a replacement within 24 hours at our cost — no return needed
• You'll have tracking the same day

Items "different from expectations"

If something looks different in person than it did in the photo, or doesn't match the description on the listing — we want to know. We work with curated vendors and partners and rely on their imagery, so when something feels off, your feedback helps us flag and fix it.

Email us with your order number and what you noticed, and we'll either send a replacement, issue a full refund, or work with you on the right resolution. Personalized items follow the personalized-item rules above; everything else is eligible for the standard return process.

Refund timing

• Cancellations (within 24h, non-personalized): refund processes immediately, lands on your card in 3-5 business days
• Damaged / missing: replacement ships within 24h at our cost; no charge to you, no refund needed
• Standard returns: refund issued within 3-5 business days of receiving and inspecting the returned item, lands on your card in 3-5 business days after that
• Etsy purchases: if you ordered through our Etsy shop, please initiate the return through Etsy's Help Request system on your order page — Etsy handles the refund directly

Bulk / wholesale orders

Custom bulk orders (parties, camps, corporate gifting, school favor bags) follow the personalized-item rules above. If you're a B2B wholesale partner, separate return terms apply per your wholesale agreement — please email hello@chiefgiftingofficers.com.

Questions?

We read every message. If anything about your order — or this policy — isn't clear, send a note to hello@chiefgiftingofficers.com and we'll sort it out same-day.

xx, The CGO Team