Refund & Replacement Policy

REFUND & REPLACEMENT PROCESS FLOW

Holiday Delivery

Specific Delivery Dates are not Guaranteed
We strive to ensure your orders are shipped promptly and arrive in time for the holidays. However, please note that delivery by specific dates is not guaranteed. Shipping times are approximate and may be impacted by increased holiday demand and potential carrier delays.

Once your order leaves our warehouse, we are not responsible for any carrier-related delays. For the most accurate delivery updates, please use the tracking number provided in your shipping confirmation email.

We encourage placing orders as early as possible to avoid potential delays and ensure a smooth holiday experience. Thank you for your understanding and support during this busy season!

Can I cancel or change my order?

We try to start production of all orders as soon as possible. Depending on when your order was placed, cancellation may be possible if production has not yet begun.

Please review your order carefully before you check out to ensure your order is correct (sizes, designs, colors, quantity). Orders are only eligible to be canceled or modified within 4 hours of placing the order.  After that time, the order is locked for processing and can no longer be canceled or modified.

Please contact us to check if changes or cancellations are possible, and give the reason you wish to cancel.

My item is damaged / incorrect, what do I do?

Please contact us for any items that arrived damaged, defective or the wrong item arrived, including a photo of the item.

We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.

Can I return my purchase?

We hope you'll love the item you purchased. If there are any concerns about it or you are thinking of returning it, please contact us for assistance, explaining your reasons for wanting to return it.  Returns are offered within 60 days after product delivery. 

Return shipping charges are the customer's responsibility.

Please note:

  • Personalized items are not refundable.
  • If item has been shipped, Fast Shipping, Shipping Protection and Priority Processing are non-refundable.
  • If the item has been shipped, Gift Wrap My Order is non-refundable.
  • Allow 5-7 business days from the date your package arrives to us for your return or exchange to be processed.
  • If a product is defective or received incorrectly, we will be happy to provide a replacement. Please email images of the damaged item.
  • We are not responsible for returns until they reach us. Keep your proof of postage and ship your return along with a tracking number, as we are not liable for return packages that are lost or stolen in transit.  Without proof of receipt and delivery, we will not be able to process your return in a timely manner.
  • If the returned item is damaged upon arrival, please send us an image for verification; if it is damaged when it reaches us, we will evaluate it before processing a refund.

    How to Return 

    To process any returns, please contact us.

    State in the message:

    • Name associated with order + order number.
    • Reason for the return.
    • Please describe the issue as detailed as possible to help us correct any issues correctly and process them as best as we can.
    • Send images or video of the item if damaged or incorrect item to expedite the return.

    Once the product is received, please allow 5-7 business days for your return to be processed.

     

    My item looks different from the online listing

    This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look.

    It's possible you may have an item that is showing a defect. Please take a few photos and send them to our support team for review, along with your order ID.

     

    Returned-to-Sender & Refused Packages

    • This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at the time of delivery.
    • We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
    • We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase or the package is refused by the customer at the time of delivery.

    Policy on Orders Marked as Delivered

    If an order is marked as delivered by the carrier but has not been received by the customer, and the address provided is confirmed to be correct, our policy is as follows:

    • We are unable to issue refunds for orders marked as delivered by the carrier. This policy is in place to protect against potential misuse.
    • As part of our commitment to customer satisfaction, we are happy to offer a one-time remake of the order and ship it promptly to the provided address.

    Please note that we encourage customers to check with their local post office or delivery service for additional details regarding the package's delivery.

      REFUND

      • We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
      • We typically DO NOT accept refunds or replacements due to customer mistakes such as:
        - Incorrect selection of sizes, designs, colors, quantity, etc. So please review your order carefully before you check out to ensure your order is correct
        - Incorrect shipping addresses
        - Invalid address entry
        - Improper care, damages in use.

      Order Cancellation

      Please review your order carefully before you check out to ensure your order is correct (sizes, designs, colors, and quantity). Orders are only eligible to be canceled or modified within 4 hours of placing the order.  After that time, the order is locked for processing and can no longer be canceled or modified.

      Many of our products are printed on demand, especially for each customer at the time that they order. 

      Please allow the 20% difference between advertised images and the actual item you received as sometimes, advertised images may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor's display.


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

      • Order number
      • Video/ photo of the defective product
      • If your claim is in regard to a printing error, please include photographs of the error.
      • If some of your items are missing, please provide us with an image of the received package's cover, including the detailed shipping label, so we can forward it to our production department to investigate the problem
      • Full delivery address
      • Contact telephone number

      We will review the photos/videos you send of the defective item, and if your item is eligible, we will resend the product 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).

      • The refund process may take up to 14 business days and is credited via your original form of payment.
      • Modifications are not allowed for replacement items.
      • Remember not to return the item(s) you received because we do not accept returns. Please contact us if you have any order issues.

      Once everything is complete, we will process your refund, which may take 14 business days to process through your bank.

      REPLACEMENT

      If your item is defective, you don't need to return the original item and we will resend you a replacement for free.

      We do not allow modifications to replacement items.

      We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!). Please review your personalization information before submitting your order. Check spelling, names & options carefully.

      Your order is only eligible to be canceled and modified within 4 hours of placing the order. After that time, the order is locked for processing and can no longer be canceled or modified.

       

      Returned to Sender

      If you provide the wrong address, and your order is returned to us by the mail carrier, we will reship it to you. You will need to pay a shipping and handling fee to cover the costs of reshipping. If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, priority processing, or insurance. There will be a 30% restocking fee taken out of the refund as well.

      Sometimes, these packages are refused by the manufacturer and destroyed by the postal carrier. Sometimes, they end up lost in transit. In any case in which we do not receive the package back, we can provide a 50% store credit toward a new item.

       

      Shipping Delay Policy:

      Shipping times may increase slightly during the holidays due to our carriers.

      Refer to the Shipping Policy for available Shipping Options.

      While we strive to provide a seamless shopping experience, unforeseen circumstances, such as shipping delays, may occur. Please note that we are unable to offer refunds based on delayed deliveries. We appreciate your understanding in these situations and encourage you to reach out to our customer support team for any assistance or further clarification. Your satisfaction is important to us, and we are committed to addressing any concerns you may have regarding your purchase experience.

      If your order hasn’t arrived within the estimated delivery times, please contact our support team at support@myshoptopia.com.

       

      Clearance Items

      Items sold on clearance cannot be returned or refunded. They may not include original packaging. We make no guarantees about the condition of these items.

      Warranties

      Our standard refund and replacement policy lasts 60 days from the date your tracking number shows your order was delivered. If more than 60 days have gone by since your purchase was received, unfortunately, we can’t offer you a refund or replacement.

      International Shipping

      Customs Duties, Taxes, and charges are not included in our base price. This is a shopper’s responsibility as each country has different customs duties and Laws of Taxation.


      For inquiries and any other concerns, you may contact us through the following channels:

      Email: support@myshoptopia.com

      Please note that this policy may be subject to change at any time without prior notice. We recommend that customers review our refund policy regularly to stay informed of any updates.