Please be advised that once your order has started production (about 24 hours after purchase), your order cannot be modified or cancelled. If 24 hours has passed from when you placed your order, your order cannot be modified, canceled or refunded.
Our policy lasts 14 days after the product has been received. If 14 days have gone by since your confirmed delivery, unfortunately we can’t offer you a refund or exchange.
We require that customers notify firstname.lastname@example.org of any problems with the merchandise within 48 hours of receipt.
Refunds, returns, exchanges are NOT allowed when:
The customer provided the wrong address or the wrong name, missed package delivery or package was undeliverable due to not being able to access the home.
The item received was incorrect due to the customer's mistake when choosing the product at checkout.
The item received had an undesired personalization due to the customer's mistake when inputting the personalization text.
The item received did not fit as expected due to the customer's mistake when choosing the product size or model at checkout.
The item was purchased through a sale, discount code or promotion. These sales are final.
The size chosen by the customer does not fit as expected. To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for customer reference before a purchase is made. A reminder to review the size is also sent in the confirmation email as well as 3 days later in a second email. We are not liable for the customer not reading these notices.
There is a slight color variation from the mockups. For some items, due to the printing process, slight shifting can occur. This is a normal occurrence with printing. Color is also varied based on different monitors.
The items were delayed due to production or shipping delays caused by COVID, peak seasons or other external factors beyond our control.
To be eligible for a pre-arranged return, you must send us a photo of the issue. In certain instances, your item must be returned to us unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a printed receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item that has been used and is not in new, unused condition
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We do not provide refunds for orders that are currently in transit, including orders that have been delayed. We require that the order be delivered first before an exchange or refund can be arranged, provided the above Returns requirements have been met. If an order hasn't been received after 30 days of being shipped out and has been considered lost, please contact us and we will determine a resolution.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next 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 contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We will only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org. You will need to send us a photo of the defective or damaged item.
If the item is deemed normal or as designed and the issue is considered normal use, the exchange request will be denied.
Tough Phone Case Warranty
Our partner facility will reprint a tough phone case if there is an error in the print received. We do reserve the right, if however we cannot achieve the desired color match or any other unpredictable issue to provide a refund in lieu of a replacement.
Additionally, we will reserve the right to deny a replacement if it looks like there has been unreasonable force applied, the phone case was damaged due to a drop, or any other issues resulting from negligence, abuse or neglect of the tough phone case. We must receive the order ID, description of the issue and photo proofs with the clearly visible issue or the damage in order for a warranty claim to be processed.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Your shipment must be received by us within 14 days of its delivery to you.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.