I. General information
- For the same order numbers, we may provide one or more tracking numbers depending on the product type, packet weight, and capacity.
- Different order numbers will go with different tracking numbers.
- All packets that have been marked as “delivered.” If the buyer claims that they did not receive the package despite the tracking showing “delivered,” we can suggest some options for contacting the carrier…
- If no logistics are available to deliver to the buyer’s address, the parcel will be delivered to the nearest post office in another state.
- Domestic return packets take 1 to 3 months to arrive at the warehouse.
- Cancellation will not be permitted once the order has entered the “process” stage.
- If you want to change the shipping address information. Please contact us by emailing us at: firstname.lastname@example.org within 24h.!
II. Shiping Policy
- Estimated shipping time under normal conditions will range from 8-15 working days. For orders within the US (During peak season, it may take 15-25 working days)
- Main lineships: USPS, UPS, Yun express, 4PX, Yanwen…
- For remote areas, islands (HI, AK, PR)… only the epacket/EUB lineship can reach but the shipping time is not guaranteed.
- For orders outside of the United States, shipping will take longer because of the customs procedures of each country. Estimated shipping time under normal conditions will range from 14-21 business days.!
Note: Please allow us 1-3 days to make a design depending on its complexity.
III. Replace and refund policies
We assure you that we will process your refund or resend product under the following circumstances:
- Send wrong item/size/address (differ with the shipping address provided before)/an obvious defective item caused by manufacture.
- In case the design and mockup client provided meet our requirement, the printing quality however is bad, misplaced, distorted or faded, and unclear patterns, etc.
- The size (dimension) received is totally different from the size chart published on our website.
- The size (dimension) received is bigger or smaller more than 3cm ( shoes, sandals > 3mm) compared with the public size chart on website.
- Absolutely different colors ( buyer orders blue, receives the red one), broken mug, etc.
- Packet lost during the shipment.
- Tracking has no more new updates within 20 business days.
- The delivery time exceeds 25 business days for standard shipping and 15 business days for express shipping.
In general, we will take all the cases under consideration to offer the best solution.
*Please notice: Resend order will be processed with the original shipping method that sellers chose at the beginning.
IV. Proof Requirement to resolve cases
- Label on the package to verify if the package is sent by our factories.
- A picture was taken in natural light or an obvious video.
- A picture taken focuses on the error under natural light.
- A screen capture of the buyer’s complaint or case.
- Wrong size: please allow the buyer to measure by the ruler ( measure the shoe insole for the footwear items).
- All complaints must be submitted to us within 15 business days since the day buyer received the packet (tracking showed delivered status).
V. Replace and Refund not permitted
- Customers provided the incorrect shipping address/size or color/ unmatched
- We do not accept refunds for orders that are in transit.!
- Insignificant difference between the real item and mockup, design in the same light condition and device (strong blue and light blue).
- Defective item caused by the buyer.
- Customers supplied incorrect or incomplete shipping address information.
- In a normal shipment condition, buyers refuse the packet for individual reasons.
- Shipment has been delayed due to political movements/natural disasters/military issues/customs issues/uncontrollable factors.
- All packets with the status “delivered” If the buyer complains that they did not receive the packet even though the tracking shows “delivered,” we can provide some options for contacting the carrier.