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💰 FREE SHIPPING FOR ALL ORDERS OVER 100$ 💰 BUY 2+ ITEMS TO GET 10% OFF 💰

Replacement & Refund Policy

REPLACEMENT & REFUND

More than anything we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at support@customa2z.com and we’ll make it right!

1. Shipping

1.1.   The tracking system shows no updated progress for too long.

We will process a full refund in the following cases:

  •         US domestic order which shipped Express is still in transit after 8 business days from the shipped date or track does not update after 8 business days.
  •         US domestic order with tracking not updated after 15 business days from the latest update and shipped Economy.
  •         International order with tracking not updated after 25 business days from the latest update.

1.2.   The tracking system shows late shipping progress.

We will process refund in the following cases:

  •         US domestic orders which shipped Express over 1 - 5 business days late compared to our delivery policy will be refunded for 100% of the order value.
  •         US domestic orders shipped Economy 5 - 10 business days late compared to our delivery policy will be refunded for 50% order value.
  •         US domestic orders shipped Economy over 10 business days late compared to our delivery policy will be refunded for 100% order value.
  •         The international order shipped over 20 business days late compared to our delivery policy will be refunded for 100% order value.

 

1.3.   The package was delivered to the incorrect address.

If the package has arrived at a location different from the recipient’s address, we will refund totally back to your wallet. Or, if the customer prefers, we will replace the item. 

1.4.   The package was returned to the sender because an invalid address was provided.

We do not offer replacements, a full refunds, or credits for invalid address entry. You can check your address verification here: smarty.com

1.5.   The package was returned to its sender but the address was valid and correct.

We will be happy to replace and reship the order that was returned to its sender or to fully refund your order.

1.6.   The post office provided a notice that the package was lost in the mail.

We will be happy to replace and reship the order that was lost in the mail or refund your order.

2. Received Items

2.1 Replacement or refund policy applies in the following cases

  •         The item received is incorrect or defective (including incorrect design, wrong size, wrong color, wrong style).
  •         The order arrived with one or more items missing.
  •         I have a quality issue regarding a received item (including blurry printing, faded printing, print came off after wash, print misalignment, hole in item).

2.2. Timeframe

Please be reminded that:

  •         Our policy for these cases lasts 30 days for replacement/refund requests only. If 30 days have gone by since the delivery day, unfortunately, we can’t offer you a replacement or refund.
  •         We do not have policies regarding the return of an item. For a refund or replacement, you do not need to return the defective item you received.

2.3. How to file a claim

To file a claim, please send us an email to support@customa2z.com and include the following information (this is a must):

  •         Order number
  •         Video/ photo of the defective product
  •         If your claim is in regards to a printing error, please include photographs of the error.
  •         If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.

Example:

  •         If some of your items are missing, please provide us images of the item you received and the detailed shipping label

Our support team will review the photos/videos of the defective item you’ve sent. If your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs)

  3. Others cases