Important Information Regarding Your Purchase

Before proceeding with your purchase, please take a moment to carefully review this information.

Upon completing your purchase, an order confirmation email will be automatically sent to you. If you do not find this email in your inbox, please check your Spam/Junk Mail folder. If you still do not receive a confirmation email, please reach out to our Customer Service team.

While shopping with us, you may encounter certain issues. We are dedicated to addressing your concerns and finding suitable solutions. However, specific conditions must be met for items to be eligible for cancellation, modification, replacement, return, or refund. Please review the following conditions:

Order Returns: Due to the customized nature of our products, tailored to each customer’s specifications, we regret to inform you that we cannot accept returns.

Order Replacement/Refund: To request a replacement or refund, please contact us within 7 days of the arrival of your items (as indicated by the courier tracking system). Requests for replacements or refunds will not be considered valid after this period. Detailed scenarios are outlined below:

Poor Quality
Items significantly different from the approved design or as shown on our websites
Defective/Incorrect Order
Delivery damage (Refunds offered only if shipping insurance was selected)
Wrong Items (Free replacement provided)
Order not received (Refund or replacement offered if not delivered within 30 days; excluding cases of incorrect shipping details provided by the customer and missed parcel deliveries)
Sale Items: Please note that only regular-priced items are eligible for refunds or replacements. Sale items cannot be refunded or replaced.

Failure to Deliver or Return to Sender:

Incorrect address (Order modifications allowed within 24 hours of email confirmation; no resend or refund for incorrect or insufficient addresses)
Customer refusal to sign for the order (Cancellation not accepted; replacements available with an additional fee)
Returned-to-sender orders (Please contact local post office and provide feedback to us for assistance)
PO Boxes or front-door mailboxes (We’re not responsible for lost packages)
Reshipping the packages (Reshipping offered once for free; refund available with a 30% handling fee)

Force Majeure: We cannot refund packages delayed due to natural disasters, pandemics, etc.

How to Request a Replacement/Refund: To initiate a replacement, refund, or return, please follow these steps within 7 days if your order qualifies:

Take clear photos/videos of the product and its packaging, including the QR code/Cover Package.
Email us at support@craftnamesign.com, stating your reason for a replacement/refund and attaching the photos/videos.
We will respond within 48 hours, and if further clarification is needed, please respond within 7 business days.

Approval Process:

Replacement approval: A new item will be shipped at our expense via standard shipping.
Refund approval: Immediate refund to your original payment method.

Late or Missing Refunds: Please check your bank account and contact your credit card company or bank if necessary. If issues persist, contact us at support@craftnamesign.com.

Policy Modifications: We reserve the right to modify this policy at any time to prevent fraudulent activities that may harm our customers or our business.

Thank you for your attention, and we appreciate your understanding. Should you have any further questions or concerns, please do not hesitate to contact us.

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