CASES FOR SUPPORT
Certain cases will not be solved if the package label (the one with your shipping info on it) was not provided. We recommend you keep your package label and record the process of unpacking the package.
Notes: due to the current Covid situation, we can’t guarantee standard shipping time as normal but we always ship packages right after the production time. Please be informed and understand for us.
- We only allow order modification (change/ cancelation) within 24 hours since payment (48 hours for Super VIP customers), except from personalized products, which need to be notified by email within 12 hours since payments (24 hours for Super VIP customers).
- Personalized & customized items are non-refundable, only allowed for replacement. More info on shipping here
- Wrong items (in terms of size, design, type, etc.) will auto be subject to reshipment of right items. Refund will be issued if the reshipment is not as per your order.
- Please be noted that items sent with the right sizes based on our size chart will not be subject to exchange or refund.
- Any loss of package(s) caused by the carrier or warehouse will be subject to auto reshipment of new one(s). We will notify you of the new tracking number.
Because all items are made to orders, therefore we only consider reshipment requests if one of the following conditions is met:
Within 5 days from the date of receiving your package, you have to notify us of issues with your orders as below:
- The products have been damaged.
- The printing quality is blurry or materials are not as stated on our website.
- Different design or size from your order.
If your purchase meets any of the criteria above, please contact us
EVIDENCE TO SUBMIT
Submitting all evidence to clarify shipping/product errors is very important for us to support you. Please note that all required pictures must be sent. You can find the attached pictures below for example:
- Picture of the shipping label
- Picture of product SKU
- Picture of the product and the error you found out (material flawed, different design, different size)
REFUND/ RETURN POLICY
Please contact us before sending your package. Please do not return any items without first contacting us with your issue. Any items sent to us without prior contact will be considered forfeit.
- Please keep in mind we do not accept returns/refunds of items due to dissatisfaction with items’ material. Materials are stated in the description section so please consider when placing an order.
- Right items sent (based on your order, with regard to size, design, product type, etc.) will not be subject to reshipment or refund since each item is unique and made just for you.
- Any unsuccessful delivery due to any customers’ mistakes on shipping address or customers’ absence, any loss of products due to the security of customers’ living areas (if without eligible proof requested) will NOT be eligible for a refund.
- We will NOT refund in case the recipient you provided info REFUSED to receive the package.
For certain cases, packages might be destroyed by Customs or Carrier and Customers need to place a new order.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition is damaged or has missing parts for reasons not due to our error.
- Any item that reaches us after 30 days counting from the first shipment date.
Once your return is received and inspected, we will send you an email to notify you we have received your returned item.
Depending on cases, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs of the original order are non-refundable and will be deducted from your refund.
Late or missing refunds
If you haven’t received your refund yet after we inform you, please first double-check your bank account.
Second, you can contact your credit card company, it may take some time before your refund is officially posted.
Third, please contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please inform us.
Items not arrived
The 50-day policy will be based on the shipping date. If in case it has passed 50 days for US orders and/or 90 days for international orders and the package has not arrived yet, then replacement or refund will be offered depending on what you prefer. Customers can choose from a refund or replacement.
(This policy excludes errors made by customers when providing shipping details on their order(s) and missed parcel deliveries). Please note: Due to the popularity of certain items in our catalog, shipping times may take longer than the estimates shown on the website.
Email : [email protected]
Address : 2365 Glendenning Ave, Santa Clara, CA 95050, USA
Phone : (+1) 925-421-6098