If you require exchanging or returning an item, please email us at sales@911MedAlert.com Enter your summary order number and which item you want to exchange or return. Engraved Jewelry cannot be returned however if we made an error in the engraving, we will correct it for you. If you want to cancel an order, you must email that request, including the summary order number within 5 hours of your ordering it. Shipping charges and engraved jewelry are not refundable. Email Sales@911MedAlert.com with any questions.