1. Order Processing Timeframe
Because every item is made to order as a customized product, we will process your order within 3–7 business days before arranging shipment.
If you wish to cancel an order, you must do so before the order has shipped and within the cancellation window listed on our website. Please review the details below regarding order cancellation:
- A cancellation request submitted before the order ships and within the permitted cancellation window (within 24 hours of placing the order) will be accepted.
2. Return Policy Overview
We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return. To qualify for a return, your item must be in the same condition in which you received it: unworn or unused, with tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.
To begin a return, please reach out to us at support@fanscrafter.com. Once your return is approved, we will send you a return shipping label along with instructions on how and where to ship your package. Please note that any items returned without first requesting a return will not be accepted.
3. Return Address
Please send all returns to the following address: Warehouse Station, Ground Floor, Top Floor, European and American Financial City, Yuhang District, Hangzhou, Zhejiang Province, China.
4. Return Instructions
To help us process your return quickly, please follow these steps:
Make sure the package includes the following details:
- Order number
- Reason for return
- Contact information (such as a phone number or email address)
Securely pack the information above together with the item.
Ship the package to the return address using the courier service of your choice, and keep the tracking number for your records.
5. Damages and Issues
Please examine your order as soon as it arrives and contact us right away if the item is defective, damaged, or if you received the wrong product, so we can assess the situation and make things right.
6. Exceptions / Non-Returnable Items
Some items are not eligible for return, including:
- Perishable goods (e.g., food, flowers, or plants)
- Custom products (e.g., special orders or personalized items)
- Personal care products (e.g., beauty items)
- Hazardous materials, flammable liquids, or gases
In addition, we are unable to accept returns on sale items or gift cards. Please contact us if you have any questions or concerns about a specific item.
7. Return Packaging Requirements
- Returned items must be packaged securely to prevent damage during transit.
- The item and its original packaging must remain intact. If the item comes with accessories, manuals, or gifts, these must be returned as well.
- Please do not attach shipping labels directly onto the item's original packaging.
8. Exchanges
The quickest way to get the item you want is to return your current item, and once the return is approved, place a separate order for the new item.
9. Refunds
Once we have received and inspected your return, we will notify you and let you know whether your refund has been approved. If approved, your refund will be issued to your original payment method. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.
10. Shipping Fees for Returns
- If the return is due to the customer (e.g., you changed your mind), you will be responsible for the return shipping fee. The exact cost will depend on the courier company you select.
- If the return results from our error (e.g., damaged or incorrect items), we will cover the return shipping fee.
If you have any further questions about this refund policy, please contact us at support@fanscrafter.com.