If you have an issue with your order, please reach out to our Customer Support team via email address support@orangefoxcustom.com to start a request. For additional info on our return, and refund policies see below!
1. Return
- Our policy lasts 24-48 hours. If the time frame has gone by since your purchase shipped, unfortunately, we can’t offer you a refund or exchange.
- 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.
- In case of requests for order refund/ return/ reship, we reserve the right to accept or reject requests if it doesn't have the proper reasons. Please notice, that no refunds will be paid if the mistakes do not belong to us. In other words, we will not take action for any items that are not in their original condition, are damaged, or missing parts for reasons not due to our error.
Please do not send your purchase back to the manufacturer.
2. Items returned to sender
Parcels tagged as the incorrect address will not be delivered and will be returned to the warehouse. Therefore, please double-check your contact information carefully when you fill it out on our system.
- All parcels with incorrect/incomplete address will automatically return to the sender after it has reached the destination country's local post office
- In some cases, the local post or courier will keep the parcel within 30 days, therefore, we highly advise you to contact the local couriers for necessary corrections to your address.
If you figure out you put the wrong/ incomplete address and it directly caused the delivery to fail, kindly mail to us as well as let us know what happened. In case you would like us to replace your parcel, please give us the correct shipping address, you also must be charged with the re-shipping cost. Please note, we will not take responsibility or process a free reshipment/ full refund on your returned order. The re-shipping cost will depend on the total amount spent on your package without the original shipping cost:
- If you spent under $75: pay $10.00
- If you spent from $75 or more: pay $20.00
Please Note
We do not take any responsibility in the following cases:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested).
- Your order did not arrive due to exceptional circumstances outside the control of Our Store (i.e. not being cleared by your country's customs, being delayed by a natural disaster, showing "delivered" in the tracking system, having been shipped into your mailbox but gotten lost).
- If 3 days have gone by since you get your items
3. Refunds (if applicable)
- We require a receipt or proof of purchase.
- Once your request is received and inspected, we will send you an email to 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.
- We will only refund the purchase price, not the shipping cost.
If you haven’t received a refund yet, 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 atsupport@orangefoxcustom.com
4. Exchanges (if applicable)
- We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with proof attached that includes the real picture of the item shipped with the QR code and the shipping label at contact support@orangefoxcustom.com
- We do not offer exchanges/returns for size unless it is our fault for sending the wrong-size items. For other reasons like sewing or printing problems, we will take care of them all for you. Please contact us first and we will guide you through the steps. Please do not send your purchase back to us unless we authorize you to do so.
Depending on where you live, the time it may take for your exchanged product to reach you.
CASES OF EXCHANGE OR RETURN:
Your item is eligible for return if at least one or more cases listed below happens:
+ The image on the printed page is hazy.
+ The image printed on the shirt is not in the middle.
+ Package was sent in error and was not in accordance with the order.
+ Damaged as a result of delivery: torn, dirty...
+ In comparison to the order, the size, color, or style is incorrect.
+ Other mistakes made by us...
Please contact us via email: support@orangefoxcustom.com or website with images of the errors and your purchase number if the product you received has any of the following issues. When an item is verified to be defective, our store will give a refund or exchange.
Note: We only accept returns if the item has not been used or washed and is in the same condition as when you received it.