First of all, we truly understand that some customers fail to receive their satisfying products for many reasons. Hence, our Customer Support Team is always willing to listen to your words and find suitable solutions for you!
Once you make a purchase, please make sure you receive an automatic confirmation email (a transactional email informing customers that you received and/or processed orders). Please check your Spam/Junk Box first or email to our Customer Support Team to check if you do not receive it.
If you want to return your product because you changed your mind, please return your item (following our guidance via email) in original condition (including all labels and tags intact) within 7 days from the date your parcel was received showing on the courier's system. Please note that a 20 percent restocking fee will be charged for these cases.
The shipping fee paid during your purchase will not be refunded.
ORDER MODIFICATION OR CANCELLATION
If you need to make any modifications or cancellations, please contact our Customer Support Team within the first 12 hours.
For orders over 12 hours old, they have already been put in production and can no longer be modified/canceled. Buyers assume all risks when choosing the wrong style and size of their purchase, no return or refund is accepted in this case. To better help you in choosing the right size, we have made available a size chart in each product page. Just click on the Size Guide link to find your best fit!
If you still want to cancel, please note a 30 percent of production costs will be charged.
We return the amount to your original payment method (Paypal, Credit Card).
CUSTOMIZED / PERSONALIZED ITEMS
Since your order is custom printed for you only with our unique designs, we are not responsible for refunds or exchanges due to incorrect fit issues or unexpected quality. Please refer to the materials and size chart available on each product page to choose the right size and make sure you know the materials. Just click on the Product Details link to select your best fit.
Personalized orders with no text provided, we will send a request email to confirm the text. Your order will be processed with no text printed if we do not receive a reply from you within 12 hours.
DEFECTIVE / INCORRECT ORDER
We are willing to offer you the replacement in the case that the items are incorrect. We will issue a free replacement if the product you received is different from the one you ordered.
Once the packages are shipped out, the third party (the carrier) will handle it. So that some causes may happen while shipping, then you may receive a damaged item. We truly apologize for this inconvenience. Please email Customer Support Team first, then provide us with your order number and some clear photos showing either the incorrect item, the print's low quality, or the item's damaged area, and we will come up with the most effective solutions to fully satisfy our customers. After checking and clarifying your provided proof, we will issue a replacement with no additional fee.
We are not responsible for items damaged during shipping if you choose no insurance (Standard Shipping).
* Photo proof demonstrating the defective or damaged area of your order is required for a refund or exchange. Please take a quick cell phone picture of the issue (damaged package, defective product, specific design flaw, etc.). The more detail you can give us the easier it is for us to resolve your problems and improve our future products!
POOR QUALITY
Please make sure you read the materials carefully. Since our products are 3D printed, the material is almost polyester. We will not accept the refund/return just because customers do not like polyester. We will refund/replace for very thin clothes or printing issues or seam problems. Please take some clear photos and email us to check for more guidance.
ORDER NOT RECEIVED
If you have not received your order within 35 days after the day you placed your order, please contact Customer Support Team to request a reason/checking. After 60 days since the day placing orders and still not receiving your package, we will issue a full refund or free replacement. Please note this policy excludes customer's mistakes when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.
We cannot issue a refund if the package is delayed due to systematic incidences such as earthquakes, tornados, diseases, etc.
FAILURE TO DELIVER / RETURN TO SENDER
Please check your email confirmation carefully, and you should take responsibility for this matter as we allow an order modification within the first 12 hours. Please make sure the address you provide us is correct. We are not responsible for resend/refund if the courier cannot ship due to an incorrect address.
If you refuse to sign the order without informing us, we will charge 20% as handling fees.
For missed delivery attempt orders that got returned to Sender, first please help contact your local post office for a delivery arrangement.
We are not responsible for losing any package using PO Box or delivery at front door Mailboxes. If a package is returned to the Sender due to wrong address information and you want to resend the products, we will surcharge up to your orders' 50% value.
If a package is returned to the Sender by the shipping courier, we will reship the package to you for free under your provided address once.
If the package is returned to the Sender and you don't want us to resend it, we will refund and keep 20% as a handling fee.
SALE ITEMS
Only regular priced items may be refunded. Sale items and Custom Items are not accepted for refund. Sale items are only accepted for exchange.
RETURNS & REFUND
Returns
It is very important that you read the description of each item before you place your order. There is a sizing chart available for each product so you can best choose your correct size. It is also of equal importance that you provide us with your correct information before you finalize your order.
We accept return for:
- Damaged for defective items or wrong size, wrong designs.
- Quality of product don't match with our descriptions
To complete your return, we require:
- A receipt or proof of purchase.
- Your item must be unused and in the same condition that you received it.
- Only except return with damaged for defective items or wrong size, wrong designs and have a picture to proof
Additional non-returnable items:
- Custom or personalized orders
- Items on sale
Refunds (if applicable)
Late delivery or missing order: We only offer 50% refund after 45 days of placing order and full refund after 60 days of placing order.
Damaged for defective items: We accept replacements or full refund if you can give a photo proof within 10 days of delivery shown by the tracking website and your order's shipping label.
To complete your refund, we require:
- A receipt or proof of purchase.
- Only except return with damaged for defective items or wrong size, wrong designs and have a picture to proof
Please note that we typically do not accept refund requests due to customer error such as incorrect selection of sizes, designs, colors, wrong shipping address, etc.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
HOW TO RETURN AN ITEM
Please do not return the parcel to Sender's information on the shipping label. Our customer support team is always willing to guide you on how to return your items. Kindly note that you will take responsibility for paying the shipping costs for the return.
Kindly follow the below steps:
- Take a picture of the parcel and QR code outside the shipping label.
- With the damaged item, please provide us some photos showing the damaged items, inside the original box, with all of the original cushioning, the packaging material used inside the container (e.g., bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)
- Contact our Customer Support Team and send us your order details/reason for return.
- Our Customer Support Team will provide you with our available warehouse's address.
- Inform us of the tracking number stated on the shipping label provided by the postal service/carrier.
Please follow our Customer Support Team's guidance. We will not be liable for any loss or damage of any nature without our instructions. Remember to keep a copy of your return shipping receipt.
FORCE MAJEURE
We cannot issue a refund if the package is delayed due to systematic incidences such as earthquakes, tornados, diseases, pandemics, etc. Please be patient that the delivery time might last a bit longer (5-7 weeks). After three (3) months and you still have not received the products, we will issue a full refund.
To return your product, you should mail your product to:
Scotstee.com
support@scotstee.com
Team Design & Marketing Office & Warehouse in No. 44/25, Group 2, Zone 14, Long Duc, Long Thanh, Dong Nai, Vietnam.
Return Address: So 44/25, to 02, khu 14, Long Duc, Long Thanh, Dong Nai, Vietnam.
Remember to take a picture of the product you send us before packing, and send it to the email address support@scotstee.com
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping maybe deducted from your refund.
If you are shipping an item over $75, you should consider using a tracking-able shipping service or purchasing shipping insurance.
We don’t guarantee that we will receive your returned item.
COMMON RETURN & REFUND QUESTIONS
What types of refunds do you offer?
Paypal - The refund returns to the account used to make the purchase and you are provided with a unique transaction ID.
Credit Card - The refund returns to same card used at purchase and your transaction ID is your order number.
How long will the refund take?
It depends on the bank or card issuer. Some banks/card issuers finalize refunds within a couple of business days, while others may wait until the end of the statement month to process refunds. If the refund seems to be taking more than one week, you can contact your bank or card issuer to ask about their usual timeframes.
What if that account and/or card has been cancelled?
You will need to contact your bank to alert them that you were expecting a refund to this account or card and make alternative arrangements with them.
Can the refund be sent to a different card or account?
Duration Of Refund Processing
As the refund is a reversal of your payment, we can only send it back the same way it was received. Reversing a payment in this way is the fastest and most secure way to get your funds back to you. The refund duration’s depended on the bank or card issuer. Some banks/card issuers finalize refunds within 2 business days, while others may wait until the end of the statement month to process refunds. If the refund seems to be taking more than one week, you can contact your bank or card issuer to ask about their usual timeframes.
Remember, once you receive your item, you have 30 days to submit a return/refund request. The product is unwashed, unworn and unused.