Refund policy

Everything we sell is either a digital download or made just for you, so our policy is a little different from a typical store's. Here's the short version, with details below.

  • Digital PDFs: all sales are final once downloaded. If a file is broken or wrong, we'll fix it — and refund if we can't.
  • Custom engraved items: these are personalized, so we can't take returns if you change your mind. If something is defective, arrives damaged, or we made a mistake, we'll remake it or refund you.
  • Made-to-order Gear: each piece is printed or embroidered for your order, so we can't take returns or exchanges for change of mind, including the wrong size. If it arrives misprinted, defective, damaged or not what you ordered, we'll replace it or refund you.
  • Problems? Email leadership@goacto.com with your order number and photos. We'll make it right.

Digital Library PDFs

Our PDFs are delivered instantly and can't be "returned," so all digital sales are final once a file has been downloaded.

We'll always make sure you get what you paid for. Email us if:

  • a file won't open, is corrupted, or is missing pages, or
  • you received the wrong file.

We'll send you a working or correct file right away. If we can't fix a broken or wrong file, we'll refund it. Orders that were never downloaded can be refunded within 7 days of purchase.

Custom engraved items (coasters and keychain ornaments)

Every coaster and keychain is laser-engraved with your logo, text, and QR code, so we can't resell it. That means we can't accept returns or exchanges for change of mind, such as ordering the wrong quantity or no longer needing the item.

Please check your proof carefully. For custom business coasters, we send a proof before engraving. Check spelling, phone numbers, website, and especially that the QR code points where you want it. Errors in a proof you approved aren't covered by a free remake. We can offer a remake at cost.

Made-to-order Gear (apparel, hats, posters and prints, journals, notebooks and desk mats)

Our Gear is printed or embroidered by our print partner after you check out, one order at a time. Because each piece is made for your order, we can't accept returns or exchanges for change of mind, including ordering the wrong size or color. Please check the size chart on the product page before you order.

Misprinted, defective, damaged or wrong item? Here's what to do:

  1. Email leadership@goacto.com within 7 days of delivery.
  2. Include your order number, a short description of the problem, and clear photos of the item (and the packaging if it was damaged in shipping). If several items have the same problem, one photo showing all of them together is perfect.

Here's what we do: we review your photos and reply by email. If the item is misprinted (for example, the wrong placement or colors), defective, damaged in shipping or not what you ordered, we'll send you a free replacement, or refund you if a replacement isn't possible. There's no need to send the item back unless we ask.

Defects, damage in transit, or our mistake

If your order arrives defective, damaged in shipping, or different from what we should have made (for example a typo we introduced, a QR code that doesn't scan the way it did on the proof, or the wrong item), we'll remake it first, and refund you if a remake isn't possible.

To qualify, please contact us within 7 days of delivery and include photos of the item (and the packaging if it was damaged in shipping). No need to send the item back unless we ask.

Cancellations

Changed your mind before we start? Email us before production starts (before you approve your proof, or before engraving begins on items that don't get a proof) for a full refund. Once engraving has started, we can't cancel the order because the material is already personalized for you.

Gear: email us as soon as possible. We can cancel for a full refund only before production starts. Once your Gear is being made, we can't cancel it.

Digital orders can't be cancelled once the download links have been delivered.

How to request a refund, remake, or cancellation

Email leadership@goacto.com with:

  1. your order number,
  2. a short description of what went wrong, and
  3. photos (for damaged or defective items).

We'll reply by email with next steps.

When you'll get your money back

Approved refunds go back to your original payment method within 10 business days of approval; your bank may take a few extra days. If it hasn't shown up after 15 business days, email us and we'll look into it.

Your rights

Nothing in this policy limits any rights you have under the consumer laws that apply to you.

Questions

We're a small business built on Growing Ourselves and Contributing To Others. If something isn't right, tell us at leadership@goacto.com and we'll work it out together.