HOMETOWN HEROES BADGE OF SERVICETM COLLECTION FAQ

Order Status

Did you know that you can check your online orders from your Jostens.com account? View Online Order Status here.

Order Confirmation

When we receive your order, we will send a web order receipt to the email address that you provided with your order. Your order is placed with Jostens when a receipt appears on your screen. Your detailed receipt includes the number of items purchased, sales tax and total order price.

Print your receipt screen for future reference. If the receipt does not appear, follow the instructions that appear on the screen or email us.

 

CHANGES & CANCELLATIONS

Please contact Customer Service at 1.800.854.7464 (US)

CANCELLING YOUR ORDER

You may cancel or change this order within 24 hours from its placement without charge; thereafter cancellations or changes will be subject to a $75 cancellation/change fee.

 

ESTIMATED DELIVERY TIME

Badge of Service jewelry production is typically 3 weeks for online orders.

SHIPPING / DELIVERY TIME

Standard rate shipping is $9.95.

Standard delivery times

  • U.S. Standard Shipping: 7-10 business days.
  • U.S. Express Shipping: 1-2 business days.
  • APO/FPO, U.S. Territories, International Standard: 2-3 weeks.
  • APO/FPO, U.S. Territories, International Express: 1-2 weeks.
  • Canadian Standard Shipping: 3-10 business days.

 

PAYMENT OPTIONS

Jostens offers a variety of payment options. Pay in full and payment plan options. 

CREDIT CARD

Jostens accepts Visa, MasterCard, American Express, and Discover. Only one card may be used per transaction. Payments made with a credit, debit, or gift card will incur a $1.00 pre-authorization hold on your account. The authorization hold does not debit your account and is typically reversed within 24 hours.

JOSTENS J-PAY3™ PLAN

Easily and affordably spread the cost of your purchase over three payments with this credit card installment plan. Select J-Pay™ during online checkout. Your credit card will be charged in three monthly installments. 

  • Three Easy payments on eligible purchases
  • NO interest
  • NO fees
  • NO additional deposit required

PAYPAL

PayPal Credit
Buy now, pay over time - select PayPal Credit at checkout. Subject to credit approval.

  • Enjoy No Interest if paid in full in 6 months on purchases of $99 or more. See terms.
  • Or, take advantage of Easy Payment options where you can pay the same amount each month. See terms.

PayPal Checkout
Skip the online forms and complete your checkout in just a few taps by using the PayPal checkout. PayPal allows you to use your favorite payment option on almost any device.

 

HOMETOWN HEROES BADGE OF SERVICETM COLLECTION WARRANTY INFORMATION

Jostens offers a Lifetime Limited Warranty for the Hometown Heroes Badge of Service Pendant. The warranty covers defects in materials and workmanship present at the time of original delivery. This Limited Lifetime Warranty applies only to the pendant and excludes the chain, applies only to the original jewelry owner and is void if any work is performed on the jewelry by anyone other than Jostens. Jostens reserves the right to substitute a comparable product in the event the original product is not available. Jostens Warranty does not apply to any repairs required as a result of excessive wear and tear.

Any defect in materials or workmanship that are present at the time of original delivery will be repaired or, at Jostens discretion, the product will be replaced at no charge if repairs cannot be made.

Jostens will clean and polish the Hometown Heroes Badge of Service Pendant, repair any excessive scratching to the pendant, if in a reparable condition. If through normal wear, your pendant becomes worn beyond satisfaction, it can be exchanged for a current design at Jostens current remake charge. Call 1-800-854-7464 for a quote.  

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THIS WARRANTY AND THE REMEDIES SET FORTH HEREIN ARE EXCLUSIVE AND EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE. IF JOSTENS CANNOT DISCLAIM OR EXCLUDE IMPLIED WARRANTIES UNDER APPLICABLE LAW, THEN TO THE EXTENT POSSIBLE ANY CLAIMS UNDER ANY SUCH IMPLIED WARRANTIES SHALL EXPIRE ON EXPIRATION OF THE APPLICABLE WARRANTY PERIOD. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU. This warranty gives you specific legal rights and you may also have other rights which vary from state to state.

Jewelry should be returned via an insured, traceable method.

STANDARD JEWELRY PROTECTION PLAN

Jostens automatically protects your Hometown Heroes Badge of Service pendant (“Jewelry”) from loss or theft for 4 years. Jostens covers your Jewelry if Lost or stolen and Jostens receives your written request for a replacement within 4 years from Jewelry’s original ship date.

You have the one-time opportunity to replace your Jewelry with the same or similar design at a reduced cost. Some exclusions apply. The Standard Jewelry Protection Plan is only available for the original Jewelry and the original Jewelry owner. You must submit a Jewelry Protection Request and the replacement charge payment (plus applicable tax, shipping and handling before Jostens will create your replacement Jewelry).

EXTENDED JEWELRY PROTECTION PLAN

Extended Protection gives you coverage from loss or theft for 10 years with one additional opportunity to replace your Jewelry with the same or similar design at a reduced cost. Extended Protection covers your Jewelry for 6 more years after Standard Protection ends.

Extended Protection for Hometown Heroes Badge of Service jewelry may be purchased by the original owner up to 4 years after the original order date.

HOW TO CARE FOR YOUR JOSTENS JEWELRY

To preserve the beauty and luster of your jewelry, wash with a mild detergent in lukewarm water. Rinse, then dry with a soft, clean cloth. Do not use any type of brush, sharp instrument, or rough cloth for cleaning.

For any sterling silver-based products, should your jewelry begin to demonstrate signs of tarnishing, it may be easily removed with a fine brand of silver cleaner applied with a soft cloth. To protect your jewelry from permanent damage, avoid any contact with harsh acids and agents such as chlorine. The effect of harsh acids/agents is permanent. Be sure to remove your jewelry before coming into contact with harsh agents. Some commercial jewelry cleaners may contain these harsh chemicals, use of these products are not recommended

 

WARRANTY CLAIM INSTRUCTIONS / PROCESS

WARRANTY REPAIR PROCESS

Badge of Service jewelry needing repair can be sent to the address below. To start the warranty process:

1) Complete the Online Jostens Warranty Claim Form.

2) Send your Badge of Service jewelry to Jostens via an insured, traceable method to:

Warranty Service
PO Box 90224
Denton, TX 76202

or

Warranty Service
3500 South Interstate 35 East
Denton, TX 76210

PLEASE NOTE

If your item is lost in transit, and you haven't used a traceable and insured method of shipment, you'll need to place a new order for your Badge of Service jewelry. On warranty requests, you are responsible for the return Service & Delivery fee of $10.95 (U.S.) as well as any applicable tax. Please make check/money order payable to Jostens and include with your product return.

A visual inspection will be performed on all Badge of Service jewelry. Based on our inspection, it may be necessary to adjust applicable charges.

Jostens will contact you if any additional charges apply. Adjustment will not begin until all charges have been paid in full.

Your Jostens Limited Warranty is void if any work is performed on your Badge of Service jewelry by anyone other than Jostens.

All returned Badge of Service jewelry must be insured for the approximate value.

Once your Badge of Service jewelry has been evaluated and applicable repair changes have been received by Jostens, the average repair time is approximately four weeks. 

Not all options are available for all items.

ADDITIONAL QUESTIONS?

If you are not completely satisfied with your Badge of Service jewelry or have warranty related questions, please contact 1.800.854.7464 (US)

Products may vary in appearance from the product imagery online to in person. All pieces are hand made for you, and because of this, each product will be uniquely yours.

WARRANTY CHARGES

No Charge Adjustments

Jostens® provides the following repairs free of charge, covered under your Badge of Service jewelry's Limited Lifetime Warranty.

*Please note that service & delivery are not included.

Clean and polish my jewelry
Jostens will always clean and polish your Badge of Service jewelry at no cost to you.

Re-apply the antique finish
The antique finish is the color that appears in the contours of your Badge of Service jewelry. Over time this may fade.

My jewelry is defective
Jostens will repair defects in workmanship or material. We will replace your Badge of Service jewelry if repairs cannot be made due to defects in workmanship or materials.

Charged Adjustments

$30 ADJUSTMENTS

Add Enamel Color Finish
The enamel finish is the color that appears surrounding the center design of your Badge of Service jewelry. Enamel finish colors available are Black, White, Blue or Red.

Add or change engraving
You may add or change the engraving on the backside of your Pendant. Each pendant has a certain character limit, please Contact Us for more information on this change.

$80 ADJUSTMENTS

Please note: The following options will require Jostens to make you a new pendant (minimum $80 charge). In addition, you will be required to return your original pendant to Jostens.

Upgrade/change my metal quality or color
You can upgrade your pendant to a higher metal quality (i.e., Silver Elite® to 10K White Gold) or change the metal color (i.e., white to yellow). You will be charged an initial $80.00 to remake your pendant plus an additional fee for the cost difference between the metal qualities and/or color (if applicable). Please contact Customer Service for additional information and cost.

VARIABLE CHARGES

The cost for any of the following changes is based on individual situations. Please call 1.800.854.7464(US)

  • Remake of pendant - $80