RETURN AND REFUND POLICY

ORDER MODIFICATIONS OR CANCELLATION

After your order has been placed, you have 12 hours to contact our customer service and request order modifications or a cancellation. After 12 hours, your order has already been placed in production and can no longer be modified.

FULL COVERAGE Return/ Exchange Policy

The following reasons are covered by our 10-day FULL COVERAGE Return/ Exchange Policy.

  • The product customization information does not match or an error in customization.
  • Stained
  • Wrong or mismatched size, style, or color.
  • The shipment is lost in transit.

LIMITED COVERAGE Return/ Exchange Policy

Our 10-day LIMITED COVERAGE Return/ Exchange Policy covers the following reasons. The customer is responsible for the return postage fees and replacement postage fees. Shipping fees are non-refundable.

  • Choose the wrong size for the product.
  • Personal reasons due to personal taste, changed mind, etc…

NO Return/ Exchange

Our 10-day return policy does NOT cover the following reasons. We are not liable for these issues.

  • Custom and personalized orders made especially for you are non-returnable. These are items where a customer has requested specific attributes (e.g., finish, color, size) or where a manufacturer builds only to order.
  • The item is the wrong size, color, style due to the buyer’s choice.
  • The item is returned due to the wrong/ incomplete shipping address which the buyer provides.
  • The buyer claims that his/ her item is unacceptable without providing us with any pictures as proof.
  • The buyer sends the item back/ refuses the package without proper return requests.
  • The shipment is lost or stolen. However, if your package does not arrive, please contact us to initiate a USPS claim. If you have filed a claim already, please let us know and we will follow up with your claim.
  • Product damage caused by exposure to corrosive substances or chemicals.
  • Product damaged by misuse, mishandling, or poor-maintenance.
  • Items that have been washed, worn or soiled and damaged resulting from customer’s handling.
  • Products that exceed the return processing time limit. (10 days after the order is delivered).
  • Coupon code or gift card.
  • The product model in the shopping order applied for return or exchange does not match the product sent back.
  • Partial returns or exchange of products from a set item is not acceptable.

Returns & Exchange Service Procedure:

Please contact our customer support team via email to request details such as return authorization and return instructions and attach clear photos of the items that represent a quality issue.

To ensure that your return is successful, you must inform customer service of your return needs before returning it. Failure to notify customer service of your return request in advance puts a risk of lost packages and your return will not be accepted (our mail room will not accept unannounced packages and will be returned by the courier or post office back to origin). Also, please note that the “Ship From” address is different from the address of our Returns Acceptance Center and you cannot return items by sending them to the shipping address on the package.

If you send your return to the wrong address and if you do not follow the return instructions/ methods instructed through email etc., the additional costs (including customs declaration fees such as customs duties) will be deducted from the refund.

RETURN ADDRESS:

1. US warehouse:
• Receiver: James McCrary
• Address: 8119 Exchange Dr, Austin, TX 78754
• Phone number: (+1)123456789

2. Vietnam warehouse:
• Receiver: Ho Van Tai
• Address: 20 Ngõ Láng Cửi, Giao Tác, Đông Anh, Hà Nội, Vietnam 100000
• Phone number: (+84)354584847

Precautions for return and exchange:

Items that are being returned should be new and unworn. They should be kept in their original condition in which you received them.

Coupon codes expire after use and cannot be restored after return.

Refund Procedure:

After receiving your returned item, we usually process your return within 1-3 business days. You will receive an email notification and you are required to reply to the email as soon as possible after receiving the notification.

We usually begin processing refunds within 1-2 business days of receiving a return, order cancellation, or any other reason for a refund. Refunds will be processed using the same payment method as when you purchased the product, unless we have expressly agreed, in our sole discretion, to use a different payment method. Notwithstanding the above, regardless of the payment method, all refunds must be deposited into an account in the name of the original payment method account holder.

Please note that it may take additional time (approximately 10 business days) for the refund to be reflected in your account. The timing of the refund will depend on the billing cycle of the payment gateway (e.g., your credit card billing processing cycle) or your financial institution. If we have made a refund in our system, but the refund has not reached your account for more than 10 working days, please contact your payment method provider or financial institution to inquire.