If you have an issue with your order, don't hesitate to contact our Customer Service team via email at support@orangefoxcustom.com or by calling us at +1 (305) 912-3899 to initiate a request. For further details on our return and refund policies, please see the information provided below!
1. RETURN or EXCHANGE
- Our policy for returns/refunds/exchanges is applicable for up to 30 days following the date of delivery. Situations eligible for return/exchange include:
- Blurry printed images.
- Off-center image placement on the shirt.
- Receiving an incorrect item, different from what was ordered.
- Damage incurred during shipping (e.g., torn, stained).
- Discrepancies in size, color, or style from the original order.
- Other mistakes were attributable to our end.
- Please note that returns/exchanges will be accepted only for unused items, in the condition they were received, and in their original packaging
- We appreciate your understanding if you need to EXCHANGE a product due to the unforeseen issues mentioned above. Rest assured, we are here to help and assist you in doing this.
- Your request will be handled within 1 - 2 business days. The duration for the exchanged/returned item to reach you may differ depending on your geographical location.
2. ITEMS RETURNED TO SENDER
Packages with incorrect or incomplete addresses will be automatically returned to us after reaching the local postal service in the destination country. We strongly encourage you to carefully verify your contact information when entering it into our system. Sometimes, the local post or courier may hold the parcel for up to 30 days, so it's advisable to contact them promptly for any necessary address corrections.
Should you realize an error in the address that causes delivery failure, please inform us via email at: support@orangefoxcustom.com and provide the correct shipping details. We will ask the logistics and assist you as soon as possible.
3. REFUNDS
Orders sometimes show up after the estimated delivery date, possible reasons for late delivery include the following:
- Incorrectly provided address
- Missing apartment, building, floor, or unit number
- Extreme weather conditions or natural disasters
- International customs processes
- Lost mail post-delivery (beyond customer control)
If your package has not been delivered as promptly as our website indicated, we offer a RESEND OR REFUND based on your preference. Please contact us at support@orangefoxcustom.com and we'll resolve it!
Refund Request Procedure:
- Proof of Purchase: A receipt or proof of purchase is required for a refund.
- Inspection and Notification: After we receive and inspect your refund request, we will notify you via email about whether your refund has been approved or rejected.
- Refund Processing: If approved, your refund will be processed and automatically applied to your credit card or original payment method within 1 - 2 business days.
- Refund Amount: We will refund 100% of the total order amount.
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Checking Refund Status:
- Initially, verify your bank account if the refund hasn't been received.
- Subsequently, contact your credit card company, as it may take time for the refund to be officially posted.
- Lastly, speak with your bank, as there's typically a processing period before a refund appears.
Additional Help: If you've followed these steps and still haven't received your refund, please contact us without delay at support@orangefoxcustom.com or by calling +1 (305) 912-3899
Q: How do I process to cancel and modify the order?
If you need to cancel or modify your order, please contact our Customer Support team at support@orangefoxcustom.com immediately. All orders placed during the day are finalized at 6:00 PM (GMT-05:00) daily. You can request a cancellation or make changes (sizes, colors, products,...) to your order before this time.
If you have made a mistake and chose the wrong address to be delivered. Not to worry, you can change your address within the first 72 hours.
Please be informed that:
- The production time is extended by 1-2 days for modification orders.
- The process of modifying your design may take significantly longer, which may impact the overall delivery timeline.