RETURN, REFUND & CANCELLATION POLICY

Last Updated: September 30, 2026

At Veteran Command LLC, every DTS Map is created to represent an individual customer's service, travel, career, and experiences. Many of our products are personalized, made to order, and created specifically for one customer.

Because customized products require substantial design work, personalization, research, customer communication, production time, and materials, and generally cannot be resold to another customer, different cancellation and return rules apply to personalized products than to standard merchandise.

Please review this policy before placing your order.

1. CUSTOM AND PERSONALIZED PRODUCTS

DTS Maps and other products containing customer-specific customization are custom-made products.

This includes products incorporating any combination of:

• Customer names
• Rank or title
• Branch or service information
• Years of service
• Duty stations
• Deployments
• Temporary duty locations
• Travel locations
• Organizations or units
• Logos
• Badges
• Awards
• Photographs
• Custom text
• Customer-selected locations
• Customer-requested graphics
• Other personalized information

Once customization or design work begins, these products become subject to the cancellation and refund limitations described below.

After final proof approval or production begins, customized products are final sale except in cases involving a Veteran Command error, manufacturing defect, shipping damage, or where otherwise required by law.

2. DESIGN AND CUSTOMIZATION FEE

A portion of every customized DTS Map purchase compensates Veteran Command for the work required to create the customer's personalized product.

This includes time spent on:

• Project setup
• Reviewing customer information
• Research
• Map customization
• Graphic design
• Layout
• Location placement
• Customer communication
• Proof creation
• Revisions
• Production preparation

Once design or customization work begins, $100 of each standard customized DTS Map order becomes a non-refundable design and customization fee.

If a separate design, customization, research, setup, or rush fee is identified on a product listing, invoice, or custom proposal, that stated amount will apply.

The design and customization fee compensates Veteran Command for work already performed and is non-refundable even if the customer later decides not to complete the order.

3. CANCELLATIONS BEFORE DESIGN WORK BEGINS

If you request cancellation before Veteran Command begins customization or design work, we will generally provide a full refund.

Cancellation requests should be sent as soon as possible to:

info@dtsmap.com

Because design work may begin shortly after an order is placed, we cannot guarantee that a cancellation request will be received before work begins.

4. CANCELLATIONS AFTER DESIGN WORK BEGINS

Once design or customization work begins:

• The applicable design and customization fee is non-refundable.
• Rush or expedited-service fees are non-refundable once rush work begins.
• Any nonrecoverable expenses already incurred may also be deducted from an approved refund.

If production has not yet begun, Veteran Command may refund the remaining eligible portion of the order after applicable non-refundable charges.

Once the final proof has been approved or production has begun, the customized order is final sale except for Veteran Command errors, manufacturing defects, shipping damage, or rights that cannot legally be waived.

5. PROOF APPROVAL

Customers are responsible for carefully reviewing their proof before approving production.

Please review all details, including:

• Names
• Spelling
• Rank
• Dates
• Service information
• Organizations
• Logos
• Badges and awards
• Locations
• Installation names
• Map pins
• Geographic placement
• Custom text
• Colors
• Overall layout and design

By approving a proof, you confirm that you have reviewed the product and authorize Veteran Command to proceed with production substantially as shown.

Once a proof is approved, information that appeared correctly on the approved proof but is later determined to be incorrect is considered a customer-approved item rather than a Veteran Command production error.

If a customer requests a remake because of information they previously approved, Veteran Command may offer a discounted remake or modification where practical, but is not obligated to provide a free replacement or refund.

6. REVISIONS BEFORE APPROVAL

We want customers to be proud of their DTS Map and will make reasonable revisions during the proofing process consistent with the product and customization options purchased.

However, a DTS Map purchase does not include unlimited redesign services.

Additional charges may apply when requests materially expand or change the original scope of the order.

Examples include:

• Major redesigns after an initial design has been completed
• Significant changes to previously supplied information
• Large numbers of additional locations
• Custom illustrations
• Extensive additional organizational branding
• Reconstruction or creation of graphics
• Features not included in the purchased edition
• Repeated changes to previously approved design decisions
• Requests requiring substantial additional research or design time

Veteran Command will communicate any additional charge before performing paid out-of-scope work.

7. CUSTOM REQUESTS AND PRODUCT CAPABILITIES

Veteran Command will make reasonable efforts to accommodate special customer requests.

However, purchasing a customized product does not guarantee that every requested feature can be incorporated.

A requested feature may be declined if it:

• Is technically infeasible
• Is outside the capabilities of the current DTS Map design or production process
• Would significantly reduce readability
• Would negatively affect design quality
• Requires unavailable information or assets
• Creates licensing or intellectual-property concerns
• Cannot reasonably be completed within the requested timeline
• Falls outside the customization level purchased

A customer request does not become a guaranteed component of the order unless Veteran Command expressly agrees to provide it.

If an optional requested feature cannot be accommodated, that alone does not create a right to a refund when Veteran Command can otherwise deliver the product that was purchased and described.

8. SUBJECTIVE DESIGN PREFERENCES

DTS Maps are creative and customized products.

Personal taste may vary, and subjective preferences are not considered manufacturing defects when the final product substantially matches the customer's approved proof and purchased specifications.

Examples may include deciding after approval or production that you would prefer:

• Different spacing
• Different placement
• Different font sizing
• Fewer or additional graphical elements
• Different visual balance
• Different treatment of an optional customization
• A different aesthetic than the approved proof

We strongly encourage customers to carefully review the proof and request desired changes before approving production.

Once the approved product has entered production, subjective dissatisfaction alone does not qualify the order for a refund.

9. VETERAN COMMAND ERRORS

If we make an error, we will make it right.

If the delivered product materially differs from the approved proof because of an error made by Veteran Command, please contact us within 7 days of delivery.

Include:

• Your order number
• A description of the issue
• Photographs showing the problem

Depending on the nature of the issue, Veteran Command may:

• Correct the product
• Repair the product
• Reprint the product
• Replace the product
• Provide another appropriate resolution

If repair or replacement is not reasonably possible, an appropriate refund may be provided.

Veteran Command will determine the appropriate remedy based on the nature of the issue and applicable law.

10. SHIPPING DAMAGE

If your order arrives damaged, contact us within 7 days of delivery.

Please retain:

• The damaged product
• Original packaging
• Shipping container
• Shipping label

Please provide photographs clearly showing the damage.

This information may be required for a shipping or insurance claim.

Where appropriate, Veteran Command will work with the customer to repair or replace a product damaged during shipment.

Please do not discard damaged products or packaging until Veteran Command confirms that they are no longer needed.

11. MINOR PRODUCTION VARIATIONS

DTS Maps are physical products that may involve printing, mounting, framing, assembly, and other production processes.

Minor variations can occur and are not necessarily considered defects.

These may include reasonable differences in:

• Colors displayed on a computer screen versus the physical print
• Print positioning
• Mounting
• Texture
• Frame appearance
• Wood grain
• Material appearance
• Minor production tolerances

Minor variations that do not materially affect the quality, accuracy, or intended function of the product are not considered defects.

12. RUSH ORDERS AND DEADLINES

Rush fees and expedited-service charges are non-refundable once expedited work begins.

Veteran Command will make reasonable efforts to accommodate customer deadlines, including:

• Retirement ceremonies
• Promotions
• PCS dates
• Birthdays
• Holidays
• Departures
• Military ceremonies
• Corporate events
• Other special occasions

However, requested completion, shipping, or delivery dates are not guaranteed unless Veteran Command expressly confirms the deadline in writing.

Extraordinary efforts made by Veteran Command to accommodate an urgent customer request do not change this Return Policy or create additional refund rights.

Rush timelines may also change if the customer:

• Delays providing required information
• Delays proof approval
• Requests significant revisions
• Adds substantial customization after design work begins

13. CUSTOMER DELAYS

Production may depend on customer responses and cooperation.

This may include:

• Providing personalization information
• Supplying usable logos or graphics
• Answering clarification questions
• Confirming locations
• Reviewing proofs
• Requesting revisions
• Approving the final design

Veteran Command is not responsible for missed estimated completion or delivery dates caused by customer delays.

14. INACTIVE OR ABANDONED CUSTOM PROJECTS

If a customer stops responding during customization, Veteran Command may place the project on hold.

After 30 days without customer response, the project may be classified as inactive.

After 90 days without customer response, Veteran Command may close the project.

Payments covering design and customization work already performed remain non-refundable.

If an inactive or closed project is later reopened, additional charges may apply if:

• Product pricing has changed
• Material costs have changed
• Production requirements have changed
• Significant additional design work is required

15. DIGITAL DTS MAPS

Digital DTS Maps and other personalized digital products are generally non-refundable once the final digital product has been delivered, downloaded, or otherwise made available to the customer.

Before final delivery, the cancellation and design-fee provisions described above apply.

If a delivered digital product:

• Is corrupted
• Cannot reasonably be opened in the stated file format
• Materially differs from the approved proof because of a Veteran Command error

please contact us so that we can correct or replace the file.

Subjective dissatisfaction with a digital product that substantially matches the approved proof does not qualify for a refund.

Refunds will not be provided because a customer downloaded or received a digital product and later decided they prefer a different style, layout, configuration, or design that was not part of the approved product.

16. NON-CUSTOM MERCHANDISE

Non-personalized Veteran Command merchandise may have different return rules.

Unless otherwise stated on the product listing, eligible non-custom merchandise may be returned within 30 days of delivery if it is:

• Unused
• Unworn
• Undamaged
• In its original condition
• Accompanied by proof of purchase

Customers are generally responsible for return shipping unless the product is defective or Veteran Command shipped the incorrect item.

Original shipping charges are generally non-refundable except where required by law or where the return results from a Veteran Command error.

Clearance, limited-release, event-specific, or specially identified merchandise may be marked final sale.

17. RETURN AUTHORIZATION

Please contact Veteran Command before returning any product.

Contact:

info@dtsmap.com

Include:

• Your order number
• Your name
• A description of the issue
• Photographs where appropriate

If a return is approved, Veteran Command will provide return instructions.

Unauthorized returns may not be accepted.

18. REFUNDS

Approved refunds will generally be issued to the original payment method.

Once Veteran Command issues a refund, processing and posting times are controlled by the customer's:

• Bank
• Credit-card issuer
• Payment provider
• Financial institution

Veteran Command does not control third-party refund posting times.

19. PAYMENT DISPUTES AND CHARGEBACKS

If you believe there is a problem with your order, please contact Veteran Command first so that we have an opportunity to resolve the issue.

When responding to a payment dispute or chargeback, Veteran Command may provide relevant documentation to payment processors, financial institutions, or card issuers, including:

• Order information
• Customer communications
• Proofs
• Proof approvals
• Revision history
• Production records
• Shipping records
• Delivery confirmation
• Applicable product descriptions
• Applicable policies

Submitting a chargeback does not automatically create a right to retain a product, digital file, refund, or other benefit where the underlying transaction was valid.

20. RIGHTS REQUIRED BY LAW

Nothing in this policy is intended to eliminate consumer rights or remedies that cannot legally be waived.

Where applicable law provides rights that conflict with a provision of this policy, applicable law will control.

21. CONTACT US

For questions regarding cancellations, refunds, returns, damaged products, replacements, or your order, contact:

Veteran Command LLC
Email: info@dtsmap.com