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Return Policy

Satisfaction Guarantee

We want you to be happy.....

Van Horlick's stand by our products, our service and our craftsmanship. We have been in business since 1969 and are experts in our industry. We want you to be happy with the items you purchase and proud to present them as gifts. Before ordering, pay special attention that the personalized information is accurate. When you receive your product, if you are anything but delighted email us at or call us at 1-250-562-2320 and we'll do our best to make you happy.


Return Policy


Customer Satisfaction Guarantee:

Van Horlick's has built a strong reputation of exceptional customer service, quality, innovation, creativity and professionalism over the past 47 years. Our team is very knowledgeable and skilled and take pride in all the products we personalize. We are confident you will be happy and guarantee all of our products and services. Should we make an error in processing your order, with proof of the error, we will send a new product to you. We are continuously growing and want to provide the best product and services available, your suggestions and comments are appreciated.

If you need to make a return...

We value you as a customer and care about your satisfaction. If you are not satisfied with your item you can return it by following these steps.

Personalized Merchandise:

  • We understand that everyone makes mistakes (including us!) Please review your personalization information before submitting your order. Check spelling, dates and names carefully. We guarantee the quality of our products, our engraving and that your gift will be personalized as you ordered it.

  • If you are not satisfied with the quality of your item or we have made an error in personalization you can return your item for a full refund with proof that the order is not personalized as you ordered it.


Non Personalized Merchandise:

  • If you are not satisfied with the quality of the item you purchased you may return for a full refund if the criteria for returns is met.


Returns and Refunds:

We would be happy to exchange or refund purchases that meet the following criteria.

  • Returned within 60 days of purchase

  • Accompanied by a receipt

  • In original condition and packaging

  • Non-engraved items only, unless proof is provided that your personalized order was not received as you ordered it.

  • After 60 days past the purchase date, exchanged for merchandise of equal value of the order.

  • Refunds will be re-imbursed using the same payment method used at the time of purchase.  

If you made a purchase in a retail store please return to the store to determine your return/refund status. If you made a purchase online you may also go to the store location in Prince George BC (with a copy of your invoice) and seek return/refund. For online product returns you may email customer service at or call 1- 250-562-2320


Coupons and Promo Codes:

From time to time we may offer special discounts or coupons to our online customers and through marketing initiatives. The best way to learn about our offers and updates is through our email sign up. You can also like us on Facebook and follow us on Instagram for more special offers.


Volume and corporate discounts can be applied by calling us directly. Read more about these discounts here.

A 10% volume discount applies to any sale of 10-24 pieces of one product. This applies only to regular priced product. The volume discount applies to any customer who purchases a minimum quantity of 10 and a maximum quantity of 24 of the same item. Quantities of 25+may be eligible for further discounts

Volume and corporate discounts can be applied by calling us directly at 1 250-562-2053 (Monday to Friday 9:30-5:30) [PST]) or email us at


Special Orders:

If you do not see exactly what you are looking for or want to further customize any items you see on our website we would be happy to work with you to create the perfect gift or award. We have an on site design team waiting to bring your ideas to life.


Catalogues :

You can now download our current awards catalogue. Each catalogue includes multiple pages of full colour photography with great deals for many items.

If you'd like a hard-copy of our awards catalogue we can mail one to you. Please email us at with a catalogue request.