All of our products are independently handmade on demand when ordered. We don't carry inventory in our products. The majority of our items are personalized, but we want to make sure you're happy with your order and get something that fits you, so we've recently established a size exchange program for all of customers who order apparel or footwear.
Shoes: We currently do not offer free replacement for shoes. Please use the size chart before you place your order. We can offer a one-time 50% off discount to you for the replacement order but it must be either one size up, or one size down from the original order to be eligible for this.
Apparel: We can offer a 50% off discount to you for a new sized apparel item, including personalized apparel. Replacement order must be either one size up, or one size down from the original order to be eligible for the one-time 50% discount.
The original item does not need to be returned to us. We can not change colors, personalization, or products for remakes due to sizing issues and personalization. It must be exactly what was originally ordered.
All remade apparel or footwear items will be shipped with economy shipping by default. If you'd like to expedite the replacement, we are happy to arrange that, customers will be responsible for those shipping costs via the express or priority options at the current discounted live shipping rates we have with the carriers.
If an order arrives damaged or defective, it will be replaced and reshipped at zero cost to you. Straight forward and simple.
If an order is deemed to be lost *in transit* (see below for criteria), it will be replaced and reshipped at zero cost you.
For an order to be determined to be lost in transit, one of the following events must take place:
Tracking number is invalidated by the carrier: The tracking number provided was at one point active and showing information, but is now showing invalid. This is generally done when scanning stops and the number is no longer in service. We assume the order is lost in this case. This is more common with DHL.
Tracking number does not update for 15 business days: If the tracking number does not show any movement for a continuous 15 business days, we will assume it is stuck and lost. If the item begins to move after a reshipment has been processed, you are welcome to keep the original when it arrives.
Carrier informs us the order was lost: In this case, a reshipment will be automatically authorized without any further investigation.
We can not cancel any orders for any reason after it is placed. Personalized orders are all manually and done by hand. We have designers working around the clock to make your personalized designs for your orders in order to ensure speedy fulfillment and processing.
We physically can not cancel an order once it has been started. It is our vendor's policy. Material costs & shipping labels have already been paid for at this point to ensure timely fulfillment.
Many of our products are personalized per input entered by customers and then manufactured on-demand. These items can not be refunded for any reason. We will remake and reship any order that is damaged, defective, or is lost in transit.
We offer a 60 day guarantee on non-personalized items, no-questions asked returns are offered. Customer will be responsible for paying to ship the item back in the event there is no damage to the item.
Please note - items that offer personalization options, but do not have personalization inputted, are still deemed to be personalized. Having an item made blank is still personalized per your specs entered.
Non-personalized items are only items that do not offer any personalization or made-to-order specifications.
Notes Regarding Personalization:
Customers are 100% responsible for the personalization entered. We will make the item exactly how you specify. We do not spell check, grammar check, etc to prevent from sending you something that is "not as described".
Please double check your entries before finally placing your order. All blank orders will be sent blank.
We can not give any refunds or free reshipments when there is an entry error on personalization.
If we make an error on your order, we will remake and reship via express (if applicable) on our cost. You are entitled to receive exactly what you ordered.
Notice for EU Customers: Per EU law, due to the customized and made-to-order nature of our products, we are exempt from having to refund or accept any returns for orders that are not defective or damaged.