I think it's tricky in the checkout where it shows personalization had 2 charges- 1 for $4 and 1 for $7. I could uncheck the box for the $4 personalization but couldn't for the $7 personalization. I knew with the terms of my Groupon that personalization was free. Had I not known that, I would have mistakenly paid the $7. But I called Qualtry Customer Service and she reversed the $7 charge immediately. It was an extra step for me, but my issue was resolved right away. I'd give customer service 5 stars, but the fact that it wanted to charge me for personalization isn't right.