Satisfaction Guarantee Policy

Diploma Company (“Company,” “we,” “us”) stands behind the quality of every custom document we produce. This Satisfaction Guarantee Policy outlines the terms under which customers may request a resolution for orders that do not meet the standards described at the time of purchase. By placing an order with Diploma Company, you acknowledge and agree to the terms set forth in this policy.

Guarantee Period

All eligible orders are covered by a 90-day satisfaction guarantee, measured from the date of confirmed shipment. Requests submitted outside of this 90-day window will not qualify for resolution under this policy. Customers are encouraged to inspect their order promptly upon receipt and contact our support team as soon as any issue is identified.

Eligible Orders and Covered Issues

This guarantee applies to all custom-produced documents including replica diplomas, transcripts, degrees, and certificates. Coverage is extended for the following circumstances:

Production Errors: Any verifiable discrepancy between the approved proof and the delivered document, including typographical errors, incorrect seal placement, wrong paper stock, or formatting inconsistencies that deviate from the approved digital proof.

Shipping Damage: Physical damage to the document sustained during transit, provided the damage is reported within 90 days of the confirmed ship date and accompanied by photographic documentation of both the document and its packaging.

Quality Defects: Any material defect in print quality, seal application, embossing, or finishing that renders the document inconsistent with the product description at the time of purchase.

Resolution Options

Upon review and verification of a qualifying claim, Diploma Company will offer one or more of the following resolutions at our discretion:

Corrected Reprint: A replacement document produced at no additional charge, incorporating any corrections required to bring the order into conformance with the approved proof and product description.

Store Credit: A credit applied to the customer’s account in the amount equal to the value of the affected item, redeemable toward any future order.

Partial or Full Refund: A refund issued to the original payment method, in an amount determined by the nature and extent of the qualifying issue. Refunds are processed within 5–10 business days of claim approval.

Physical Accessories and Non-Custom Items

For non-custom physical products such as diploma covers, diploma folders, and display accessories, refunds are issued upon return of the item(s) in original, unused condition. The customer is responsible for return shipping costs unless the item was received damaged or incorrectly fulfilled. Diploma Company does not accept returns on custom-produced documents except as outlined under the resolution options above.

Exclusions and Limitations

This guarantee does not apply under the following circumstances:

  • The customer approved a digital proof containing the error now being reported
  • The issue results from information submitted incorrectly by the customer at the time of ordering
  • The request is submitted more than 90 days after the confirmed ship date
  • The document has been altered, damaged, or mishandled by the customer after delivery
  • The order involves a digital PDF delivery, which is considered fulfilled upon successful email transmission of the completed file

How to Submit a Guarantee Claim

To initiate a claim under this policy, contact our customer support team within the 90-day guarantee window via toll-free phone or live chat. Please have your order number available and be prepared to provide a brief description of the issue along with photographic documentation where applicable. Our team will acknowledge your request within one business day and provide a resolution pathway promptly thereafter.

Policy Amendments

Diploma Company reserves the right to amend or update this Satisfaction Guarantee Policy at any time. The effective date at the top of this page will reflect the most recent revision. Continued use of our services following any amendment constitutes acceptance of the revised terms.