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RETURNS & REFUNDS

Frequently Asked Questions

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Return Policy and Quality Guarantee

Quality Guarantee

We want you to be satisfied with the quality of the products you order through FiTTYACRAFT. If you are not satisfied with the quality of a product, please get in touch with us within 30 days of receiving the item and we will do everything we can to investigate and find a solution.

If our quality assurance team validates your claim, we will be happy to send a complimentary replacement order to you as quickly as possible. We’d much rather fix any problems and send a replacement order to make sure you are happy with your orders.

If a replacement order is not feasible, or you can’t wait for a new order to arrive, please indicate that when you reach out to us and we’ll give you a refund.

Color Consistency

We use the same print machines, paper types, and work processes as our print partners to minimize color variations. However, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result, including:

    • Machine type
    • Machine settings
    • Paper types
    • Humidity in the room
    • When the machine was last cleaned

 

Color variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.

Defective or Damaged Products

If you receive defective or damaged orders that were not caused by the content provided by you, we will provide a replacement of a new order or give you refund. This includes:

    • Damage to the delivered products
    • Errors in the number or quantity of the delivered products
    • Lack of quality of the delivered product

Return Policy

We currently do not support returns or provide a return address because the products you order are personalized and made specifically for each order. Should you want a replacement of a new order or give you refund. This includes:

    • Damage to the delivered products
    • Errors in the number or quantity of the delivered products
    • Lack of quality of the delivered product

Lost Orders

For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We’ll be happy to send a replacement order for you.

More Questions?

Please contact our support team here.

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My order was returned to sender or refused

An order may be returned to sender for one of the following reasons:

    • Wrong Address: If you provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely.
    • Rejected by the Recipient: If you rejects the shipment during the delivery, the shipment will be returned and disposed of safely.
    • Unclaimed: If you is not able to receive your order at the address, the shipments may be available for pick up at their local post office or carrier pick-up point. Shipments that go unclaimed may be returned to the sender. For these cases, get in touch with us so that we can refund for the new order (you will have to pay for the shipping costs).

Refunds and Charges

    • No refunds are issued for orders returned due to an incorrect address or your rejection.
    • If the return reason is other than an incorrect address or your rejection, contact us. We’ll investigate and refund the product price for the new order. You’ll only pay for shipping again.

 

Are we able to make changes to your order once they have been placed?

No. 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.

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My order is stuck or not moving

Due to issues with carriers, you may see some delays in tracking updates on your order.

My order still says it is waiting to be shipped

There are two common reasons why an order’s tracking says that it has not been shipped.

    • The order may have been shipped, but due to the destination distance of the shipment, the first scan might not occur for a couple of days after you’ve been notified that the package has shipped and your initial issuance of the tracking number.
    • The order may have required additional processing time to complete the order.
My order still says it is In Transit for a number of days

Orders will remain in “In Transit” status until it reaches the next shipping hub. Sometimes, due to circumstances that are out of our control, packages may not have an updated scan for a number of days. If your package has remained “In Transit” for 7+ days since the most recent tracking update, please reach out to us to further investigate your issue. You can check the status of your order using our Track Order page.

International order stuck, held, or verification required

When making an international order, the destination country may require you to verify information about the order and the recipient. This is the most common reason that your order is not moving or held at customs

The customer may be required to provide the shipper and/or country with an invoice/proof of purchase and/or ID verification. The “FiTTYACRAFT Order Confirmation Email”, should be able to be used as your invoice/proof of purchase.

Each country’s shipping policies are subject to change and FiTTYACRAFT would not be able to provide specific information on your country’s policies or processes.

If FiTTYACRAFT notices that a package is not moving, FiTTYACRAFT may attempt to proactively resolve these issues.

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HOW REFUNDS WORK?

FiTTYACRAFT issues refunds to the original form of payment used on an order in the event that your order:

    • Is canceled by Fashion Nova
    • One or more of your items sold out since your order was processed
    • Item(s) proved to be received damaged, defective, or incorrect

FiTTYACRAFT will take 3-5 business days to clear your refund. Depending on your financial institution, the refund amount may take up to 10 business days to post to your account.

If you used FiTTYACRAFT Wallet or  E-Gift Cards to purchase your item(s), your funds will be issued back to your Wallet or  E-Gift Cards immediately.

Do Wallet or Gift Cards expire?

No, FiTTYACRAFT Wallet or  E-Gift Cards never expire and can be treated just like cash on our online store!

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Why do you process the refunds to my Wallet?

Understanding FiTTYACRAFT Refunds

FiTTYACRAFT processes refunds to your FiTTYACRAFT Wallet for various reasons, including damaged or lost orders, cancellations before printing, and other situations where you’re eligible for a refund.

How Refunds Work

Refunds are handled automatically by our system:

    • Refund to Wallet: In most cases, your refund will be credited instantly to your FiTTYACRAFT Wallet in the same currency used for the order.
    • Currency Not Supported in Wallet: If your order currency isn’t available in Wallets, the refund will be added to your USD Wallet.
    • Credit Card Refunds: If you prefer a refund to your credit card, please refer to this article (HOW TO USE FiTTYACRAFT WALLET). Note that credit card refunds typically take 3-5 business days to process.

Using Your Wallet Credit

Your FiTTYACRAFT Wallet balance can be used to pay for future orders, providing a convenient way to manage your funds.

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