Chargeback Policy
Chargeback Policy
Marker Marketplace, a division of Highland Rim Engraving, LLC
Last Updated: September 11, 2026
At Marker Marketplace, we take pride in delivering high-quality, hand-designed botanical markers and garden signage, and we are committed to resolving any problems our customers encounter. If you believe there is an issue with your order, contact us first. Nearly every issue, including production errors, shipping delays, or a mistake made during checkout, can be resolved quickly and fairly through direct communication.
Contact Us Before Disputing a Charge
If you believe there is an issue with your order, you are required to contact us before taking any further action. We maintain active, documented support channels so that we can promptly address valid concerns. In nearly every instance, matters such as shipping delays, missing packages, engraving errors, proof approval disputes, or order discrepancies can be resolved quickly and fairly through direct dialogue, without involving your bank or card issuer.
By choosing to place an order through MarkerMarketplace.com, our Etsy shop, or our Shopify store, you acknowledge and agree that the first step in resolving any dispute is to contact us directly.
How to Reach Us First
Email service@hrengraving.com with your order number and a description of the issue. Include photos of the received item where relevant so we can resolve your claim as quickly as possible.
Our standing policies apply to all disputes:
- Damage or defect claims must be reported within 7 days of delivery.
- Non-custom items may be returned within 14 days.
- Custom and personalized markers, which make up the majority of our product line, are produced to your specifications and are not eligible for return once production has begun.
- Stock orders may be cancelled within 1 hour of purchase.
- Cancelled custom orders are subject to a 20% design fee, reflecting the design work already completed.
- Proof approval is the customer's responsibility. Once a proof is approved, Marker Marketplace is not liable for errors present in the approved proof, including misspellings, incorrect botanical names, or layout choices made by the customer.
Your Agreement at Checkout
By completing a purchase with Marker Marketplace, you expressly agree to our Terms of Service and the incorporated Return & Refund Policy. Together, these form a binding agreement between you and Marker Marketplace.
Initiating a credit card or bank chargeback without first seeking resolution directly with us constitutes a breach of that agreement. Such actions may also be considered chargeback fraud, defined as obtaining goods or services while simultaneously attempting to reverse or invalidate payment for them through your issuing bank, including in cases where the item was received as described, was personalized to the customer's own specifications, or the dispute results from the customer's own error (for example, an incorrect address, misspelling, or a change of mind after approving a custom proof).
How We Respond to Chargebacks
When a chargeback is filed, Marker Marketplace reserves the right to vigorously dispute the claim and provide comprehensive evidence to the payment processor and issuing bank that the transaction was valid, authorized, and fulfilled in accordance with clearly published terms. Evidence provided may include, but is not limited to:
- A record of the checkout process demonstrating your acceptance of our Terms and Policies
- The customer-approved design proof, where applicable
- Proof of shipment and delivery confirmation via carrier tracking
- Internal order and production records
- Logs of customer communications
- Visibility of our return, refund, and cancellation policies posted at the time of purchase
By making a purchase, you acknowledge that this evidence may be submitted against any chargeback you initiate.
Consequences of Filing Without Contacting Us
If you file a chargeback without contacting us first:
- You automatically forfeit eligibility for a refund under our Return & Refund Policy.
- Your account may be permanently restricted from making future purchases with Marker Marketplace, across MarkerMarketplace.com, Etsy, and Shopify.
- We reserve the right to report fraudulent chargebacks to industry-wide fraud monitoring databases.
- We may escalate the matter by placing the debt with a third-party collections agency or pursuing direct legal action.
Escalation may include recovery of the full disputed amount, chargeback fees imposed on us by our payment processor, collections costs, legal expenses, and any additional damages permitted by law.
Customers who attempt to abuse chargeback systems should be aware that credit card processors and banks track such activity, and repeat offenders may face consequences beyond Marker Marketplace's own response, including account closure or loss of card privileges.
What Chargebacks Are For
Chargebacks are meant to protect consumers from truly unauthorized transactions or merchant misconduct, not as a substitute for following a seller's return or support process, and not as a way to reverse a purchase after a change of mind or a mistake made during ordering. Nothing in this policy limits your right to dispute a genuinely unauthorized or fraudulent charge on your card.
Why This Policy Exists
This policy is not intended to disadvantage honest customers. As a small business handling every design, engraving, and shipment personally, Marker Marketplace absorbs the direct financial cost of every chargeback, win or lose, and repeated unwarranted disputes put our ability to keep serving all customers at risk. This policy exists to protect our business and our customer base as a whole by discouraging unwarranted disputes and ensuring fair practices are upheld on both sides. If you have any issues, please reach out to us directly so we can work toward a fair resolution without unnecessary escalation.
By proceeding with a purchase, you confirm your understanding of this policy and your agreement to abide by it.
service@hrengraving.com | 1-615-669-1930 | markermarketplace.com