Refund policy

Return and Issue Resolution Policy

This policy applies to online purchases made through Skyline.com. Skyline primarily provides customized exhibits, made-to-order solutions, and exhibit products configured, printed, packaged, or produced for each customer’s specific needs. For that reason, Skyline does not accept standard returns for customer preference, change of mind, event cancellation, duplicate orders, ordering errors, unused products, or products that are no longer needed. All custom, made-to-order, modified, personalized, graphic, printed, configured, kitted, and production-related items are final sale once approved or produced. Skyline will review issue claims when an order arrives damaged, defective, missing components, incomplete, incorrect, or affected by a verified Skyline fulfillment or production error.

How to Report an Order Issue

Please inspect your order promptly upon delivery. If your order arrives damaged, defective, missing components, incomplete, incorrect, or appears to include a Skyline fulfillment or production error, complete the https://skyline.com/buy-exhibits-online/returns-warranty-form within 30 days after receiving the item. Photos, order information, packaging details, and a description of the issue may be required for review. Skyline must approve the claim before any product is shipped back, repaired, replaced, credited, or refunded. Unauthorized returns will not be accepted.

Eligible Issue Claims

Skyline will review issue claims for online orders that arrive damaged, defective, missing components, incomplete, incorrect, or affected by a verified Skyline fulfillment or production error. If the claim is approved, Skyline may provide a repair, replacement part, replacement product, credit, refund, or other appropriate resolution at Skyline’s discretion. Because Skyline’s primary business is customized exhibits and made-to-order solutions, issue resolution does not create a general right of return for customized, configured, printed, kitted, or made-to-order products.

Standard Returns Are Not Accepted

·       Customer preference, change of mind, or event cancellation

·       Customer ordering errors, duplicate orders, or items no longer needed

·       Custom, made-to-order, personalized, modified, configured, kitted, or production-related products

·       Custom graphics, graphic panels, printed materials, graphic-only orders, paid design hours, and graphic-related charges, including graphics included with ExhibitNOW or ExhibitGO kits

·       Crates, universal cases, products without original product packaging, installed items, altered items, assembled items, or used products

Defective, Damaged, or Incorrect Items

Please inspect your order promptly upon delivery. If an item is defective, damaged, missing components, incomplete, incorrect, or affected by a possible Skyline fulfillment or production error, complete the online issue request form within 30 days after receiving the item. Photos, order information, packaging details, and a description of the issue may be required for review.

Skyline may require defective, damaged, or incorrect items to be returned for inspection before issuing a repair, replacement, credit, refund, or other approved resolution. Skyline will determine the appropriate resolution after review.

Order Cancellation

Skyline may accept an online order cancellation request only if the request is submitted within 24 hours of cart checkout and before artwork has been submitted. This 24-hour cancellation window is offered because Skyline ecommerce products are produced on fast turnaround timelines, and orders may move quickly into artwork review, fulfillment, and production. Once artwork has been submitted, approved, or production activity has begun, the order is considered in process and is not eligible for cancellation.

To request a cancellation, customers must submit the cancellation request to shop@skyline.com within 24 hours of cart checkout with the order number and cancellation request details. The Skyline support team will review the timing and order status to confirm whether the order is eligible for cancellation. Cancellation is not guaranteed until the Skyline support team confirms the cancellation in writing.

If a cancellation is approved and a credit card refund is applicable, the refund will be issued to the original payment method. Credit card refund timing may vary depending on payment processor and card issuer processing times, and funds may not appear immediately on the customer’s account.

Artwork Approval, Proofing, and Misspellings

Customers are responsible for carefully reviewing all artwork, graphics, spelling, content, colors, layout, dimensions, and production details before approving a proof or final artwork file. Once the customer approves the artwork, Skyline will produce the order based on the approved file.

If a misspelling, typo, incorrect wording, or other artwork/content error appears in the approved artwork and was not identified before approval, Skyline does not offer a refund, credit, or no-cost replacement. Customer-approved artwork is considered final for production purposes.

Skyline offers an “oops policy” to help customers correct approved artwork errors after production. Under this policy, Skyline may provide a discounted replacement graphic price for correcting the misspelling or artwork issue. Customers should email the Skyline Online Support team at shop@skyline.com with order information, a description of the issue, photo and details around what needs to be corrected.  Skyline Online Support will review the request and follow up with available replacement graphic options and pricing.

Shipping, Delivery Exceptions, and Lost Shipments

Skyline will release online orders to UPS or another selected carrier for delivery based on the shipping method, production timing, and destination information associated with the order. UPS will be used for the majority of Skyline online orders; however, Skyline may use another carrier when appropriate based on product type, shipment size, destination, service availability, timing, or other fulfillment requirements. Once an order has been released to the carrier, delivery timing, routing, scans, delays, delivery exceptions, and transit handling are managed by the carrier. Skyline is not responsible for carrier delays, delivery exceptions, misdeliveries, or shipments lost in transit after the order has been released to the carrier.

If tracking indicates that an order was not delivered, appears to be lost in transit, or shows a delivery exception, the customer should contact Skyline Online Support promptly after the tracking issue appears. Skyline will help review available shipment information, coordinate with the carrier when appropriate, and determine the best available resolution based on the order type, production status, event timing, verified carrier information, and claim outcome.

Because Skyline products are often custom, made to order, printed, configured, kitted, or produced for a specific customer or event, lost-shipment issues are reviewed case by case. Skyline may provide carrier claim support, help coordinate shipment investigation, and identify available next steps based on the order type, production status, event timing, verified carrier information, and claim outcome. Skyline does not guarantee automatic refunds, free remakes, replacement products, credits, or other compensation for shipments delayed, misdelivered, or lost by a third-party carrier.

Customers are responsible for providing complete and accurate shipping information at the time of order. Skyline is not responsible for delivery issues caused by incorrect, incomplete, or inaccessible delivery addresses; missed delivery attempts; refusal of delivery; changes requested directly with the carrier; or other circumstances outside Skyline’s control.

Refunds

Refunds are not available for standard returns because Skyline products are primarily customized, configured, printed, kitted, or made to order. If Skyline approves an issue claim, Skyline may issue a repair, replacement, replacement part, credit, refund, or other appropriate resolution at Skyline’s discretion. Approved refunds, when applicable, will be issued to the original payment method. Processing times vary by bank or credit card provider.

Questions and Assistance

For questions about online purchases, return eligibility, defective product claims, or return status, contact Skyline corporate headquarters via email at shop@skyline.com.