Our 90-Day Satisfaction Guarantee

Our 90-day satisfaction guarantee covers any issue that originates on our end — production errors, quality defects, and shipping damage. If your document arrives with a discrepancy between what you approved in your digital proof and what was actually printed, if the seal, embossing, or paper quality falls short of the standard we advertise, or if the document was damaged during transit, we will make it right at no additional cost to you. The guarantee applies to all custom-produced documents including replica diplomas, transcripts, degrees, and certificates ordered through Diploma Company.

Contact our U.S.-based customer support team within 90 days of your confirmed ship date by toll-free phone or live chat. Have your order number ready and provide a brief description of the issue along with any supporting photos where applicable — particularly for shipping damage claims. Our team will review your case and respond within one business day with a clear resolution pathway. There is no complicated claims process, no forms to fill out, and no runaround. You reach out, we respond, and we resolve it.

Mistakes happen. This may include a wrong date or a typo that’s easy to miss when you’re filling out details. If the error is on your end and made it into your approved proof, we won’t charge you full price to fix it. Since the layout and production work are already done, a reprint at that point only covers materials and shipping, not the full order price. If the mistake is on our end, meaning your proof didn’t match what you actually submitted, the reprint is free and moves to the front of the line. If it’s unclear where the mix-up happened, we default to the customer’s side and make it right.

Digital PDF orders are considered fulfilled upon successful delivery of the completed file to the email address provided at checkout. Because there is no physical production or shipping involved, the standard reprint and shipping damage provisions don’t apply. That said, if your digital file contains a production error on our part — meaning a discrepancy between your approved proof and the delivered PDF — we will correct and resend it promptly. If you haven’t received your digital file within the promised same-day delivery window, contact us immediately and we’ll resolve it the same business day.

Guaranteed reprints are processed with the same priority as original orders. In most cases your corrected document ships within 24 business hours of your claim being approved and the reprint details being confirmed. If you need your replacement expedited, let our team know when you make contact and we’ll do everything we can to accommodate your timeline. Express shipping options are available worldwide for replacement orders just as they are for original orders.

Yes. Our 90-day guarantee covers every order we ship, anywhere in the world, the same way it covers domestic orders. That includes both content issues (an error in the document itself) and shipping damage, whether or not the package arrives intact. If your document arrives damaged, a photo of the item and its packaging lets us process a replacement quickly. If the issue is with the content rather than the condition — something on the document itself doesn’t match what you submitted, just let us know what’s wrong and we’ll take it from there.

If the damage was caused during shipping but you didn’t notice it right away: like a crease from the packaage that only shows once you take the document out of it’s packaging, you’re still covered within the 90-day window. Just contact us and describe what happened. Damage that happens after delivery from handling, framing, or environmental factors isn’t covered by the guarantee, but reach out anyway and we’ll see what we can do.

Our first step is always to make it right which includes correcting the issue and reproducing your document at no cost to you. That resolves the vast majority of claims. In situations where a reprint isn’t a workable solution, we’ll discuss a partial refund or store credit on a case-by-case basis. Full refunds to the original payment method are reserved for cases where we’re genuinely unable to deliver.

No. There are no processing fees, restocking fees, or administrative charges associated with submitting a guarantee claim. If your claim qualifies for a free reprint, the replacement is produced and shipped at our cost including standard U.S. shipping. If you require expedited shipping on your replacement, that upgrade would be at the standard express shipping rate — but the production of the corrected document itself is always at no charge for qualifying claims.

The satisfaction guarantee is our commitment to making it right on custom-produced documents such as correcting and reproducing your document at no cost for qualifying production or shipping issues, with a partial refund, credit, or full refund available case-by-case when a reprint isn’t the right fit. Because every document is produced specifically for each customer based on their submitted details and approved proof, we don’t accept returns on custom items in the traditional retail sense. The return policy applies specifically to non-custom physical products such as diploma covers and folders, which can be returned in original unused condition for a refund. Think of the guarantee as your protection on the custom work and the return policy as your protection on the physical accessories.

We don’t treat “it shipped” as the end of the conversation. Our 90-day window gives you real time to catch an issue, and when you reach out, you’re working with our team directly and you’re not stuck waiting on a ticket queue. If something’s wrong, our first move is to fix it and get you a corrected document at no cost. Where that’s not the right solution, we’ll work out a resolution with you rather than pointing to a policy and walking away. The guarantee reflects how seriously we take the work and not a formality we hope you never use.

If the delivered document matches your approved proof exactly, it falls outside the standard guarantee — the proof approval process exists specifically so you can catch and request changes before production begins. That said, contact us and explain what’s bothering you and we’ll have a real conversation about it. Depending on the concern, we may be able to offer a discounted reprint with adjustments, or another option. We’d rather find a path to your satisfaction than leave you with a document you’re not happy with.

Your reprint is covered too. This means that you won’t be stuck with a corrected document that has no protection. If your original 90-day window is still open when the reprint is authorized, that window continues to apply as normal. If the reprint is authorized near the end of your 90 days, you’ll get an additional 10 business days from the authorization date to report any new issue. Either way, you’re never left without coverage on a replacement — and coverage doesn’t reset to a full new 90 days each time.

When you reach out about an issue, we ask that you review your document fully and list everything you’d like corrected in one pass. This allows us to fix it all in a single reprint rather than going back and forth. If a reprint itself arrives with a problem, that’s fully covered and we’ll make it right. Guarantee claims are evaluated in good faith, but a pattern of repeated, separate claims on the same order is handled case-by-case rather than as an automatic reprint each time.

The Diploma Company satisfaction guarantee applies exclusively to orders placed directly through DiplomaCompany.com. If you placed your order through a third-party platform or reseller, any guarantee or return policy would be governed by that platform’s terms rather than ours. For the full protection of our 90-day guarantee and direct access to our U.S.-based support team, we always recommend ordering directly through our website.