Our team is committed to providing the best possible support during these unprecedented COVID-19 times. Our email response and call wait times may be longer than usual. We will continue to support and assist you as quickly as possible. You can view our Return Policy or FAQ pages for the latest updates and commonly asked questions. We appreciate your understanding and continued loyalty.
* Read First : Because our products are customize printed, it made to order. We only offer replacements on items that are materially flawed. If your order is defective, please file a claim with content is describe the problem of the product, a photograph showing the specific problem and by including the order number, then sends it to email at email@example.com . Not in love with your new purchase? Please contact our customer service team, we’d be more than happy to help you sort your issue out and find the best solution for you!
1. BELOW IS FEW REASON YOU CAN’T RETURN YOUR ITEM OR CANCEL YOUR ORDER:
+ You have chosen a wrong size , wrong color and wrong type .
+ You can’t cancel your order if it was placed 12 hours ago
+ The image quality in t-shirt is considered good
* NOTE: Our company is a POD company : ( The Process Of Operating System )
+ Step 1 : Customer place order
+ Step 2 : Our process order and printing ( 2 – 3 business days )
+ Step 3 : Packing goods and delivery for customer by UPS, USPS, DHL… ( 07 – 14 business days )
If your order has been over 12 hours we can’t help you cancel your order because your item was finished . But You can email for us . If it still processing we will cancel for you . Please sympathize with us for this inconvenience. It is difficult to sell to someone who has not the right choice. Any excuse from us, we will make you another one. We always want to bring you the best products, the cheapest with the fastest delivery time. Hope to receiving your sympathy and support in the future.
2. EXCEPT FOR THE ABOVE REASONS PLEASE CHECK THE RETURN GUIDELINES BELOW:
Timeframe in which Ontopshoes.com accept returns?
Returns must be shipped back to us within 30 days from the date your package is delivered. Items shipped from firstname.lastname@example.org, including Sale Deals, can be returned within 30 days of receipt of shipment in most cases. If 30 days have gone by since your package is delivered, unfortunately we can’t offer you a refund or exchange.
When will you be exchanging or refunding?
We will gladly issue you a replacement item or issue a refund back to your original form of payment for any of the following reasons:
+ You receive an incorrect item
+ Your order contains damaged product(s)
+ Your order has a printing mistake
+ Part of your order is missing from the package.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Original condition is consider as any merchandise that is unworn, not-used, and has not been washed and/or put in a dryer for any reason. The item(s) must also not in smell strongly of smoke and/or body odors of any type, are not covered in pet and/or human hair, and are not stained or damaged in any other way. All original sewn in or hang tags must still be intact.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
What do you need to do in exchange for a returns or refund?
+ Send 01 email to us at email@example.com. With the subject “Request exchange or refund” and content is describe the problem of the product, a photograph showing the specific problem with the product and by including the order number.
Our customer service team will review your claim. If your claim is approved, you must do the next steps that we guide as follows:
+ Package the product you receive.
+ We will send you a return address
* IMPORTANT NOTE:
Since your order is custom printed just for you, we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style and fit of their purchase. To better help you in choosing the right size, we have made available a size chart in each product page. Just click on the Product Details link to find your best fit!
2.2) 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 – about 3-5 business days.
* LATE OR MISSING REFUNDS (if applicable):
If the refund seems to be taking more than one week, 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 firstname.lastname@example.org.
Remember, once you receive your item, you have 30 days to submit a return/refund request. The product is unwashed, unworn and unused.
2.3) 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.
2.4) ORDER NOT RECEIVED:
If your item has not arrived within 25 days after having ordered, contact our support department in contact us page for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)
2.5) EXCHANGES (if applicable):
Because our products are custom printed and unique to each product. We only printed product when customer placed the order. We don’t accept exchange an items if customers have chosen a wrong size, wrong color or wrong type of t-shirt. Please review us size chart on product page detail before add to cart.
We only replace items if they are defective, damaged, poor-quality printing or incorrect product. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: 13351 Brookhurst St – Suite C Garden Grove – CA 92843, US
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
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. 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.
I got the wrong shirt. How can I get my correct order?
Please contact Customer Service at firstname.lastname@example.org. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us..
I received a defective or damaged product. What do I do?
Please contact Customer Service at email@example.com. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us. You will be given store credits, equivalent to half the amount you paid, if we made a mistake and you declined our offer to send you the correct item.
I ordered the correct size but it’s a bit small/large can I return it and exchange it to a different size?
Unfortunately, Ontopshoes.com is currently unable to process a return or exchange due to sizing because we do not hold inventory or stock. Please contact us at firstname.lastname@example.org and we will offer you a 50% discount code if you want to reorder the item in the correct size.
I entered the wrong address information. Can I still correct it?
We can try to make corrections to your order within 24 hours of the time that your order was placed. If you request for the corrections after 24 hours, we will no longer be able to update it on our end.
I just made an order but i changed my mind and I’d like to cancel it.
Please order carefully. You should contact us within 24 hours of placing your order , we will do our best to cancel your order if possible. Please contact Customer Service at at email@example.com
I made an order 3 days ago and since it hasn’t been shipped yet.
I’d like to cancel it.
All our shirts are made-to-order. Orders are sent to production within 24 hours from the time your order is placed.
Duration Of Returns Processing
Once we receive the return product please allow 2-3 business days business to process for you. We will replace defective items and sent to you in about 07 – 14 business days.
What types of refunds do you offer?
PayPal – The refund returns to the account used to make the purchase and you are provided with a unique transaction ID.
Credit Card – The refund returns to same card used at purchase and your transaction ID is your order number.
How long will the refund take?
It depends on the bank or card issuer. Some banks/card issuers finalize refunds within a couple of business days, while others may wait until the end of the statement month to process refunds. If the refund seems to be taking more than one week, you can contact your bank or card issuer to ask about their usual timeframes.
What if that account and/or card has been cancelled?
You will need to contact your bank to alert them that you were expecting a refund to this account or card and make alternative arrangements with them.
Can the refund be sent to a different card or account?
As the refund is a reversal of your payment, we can only send it back the same way it was received. Reversing a payment in this way is the fastest and most secure way to get your funds back to you.
* Have any question, please contact us at firstname.lastname@example.org.