Refund Policy

ORDER CHANGES, CANCELLATIONS & REFUNDS

Because our products are custom-made, address changes and order modifications are only available for a limited time after an order is placed.

To check whether your order is still eligible for an update, please contact our Customer Service team as soon as possible at cs@5to9vibe.com, via Live Chat, or SMS.

Once an order has been submitted, you may cancel the order or update the shipping address within six (6) hours of placing it by contacting our Customer Service team through the channels listed above. After this time period, changes or cancellations may no longer be possible.

REFUND ELIGIBILITY

Refunds will be issued only under the following circumstances:

  • The product received is defective, damaged, or of unacceptable quality
  • The incorrect item was received
  • The order was not delivered within sixty (60) business days from the date of purchase

NON-REFUNDABLE ITEMS & CONDITIONS

The following situations are not eligible for refunds:

  • Incorrect size selected by the customer
    (Customers may receive 50% off when re-ordering the correct size)
  • Incorrect buyer or shipping information provided at checkout
  • Gift cards
  • Digital products or digital images

Please note: Refund requests will not be accepted solely based on personal preference or dissatisfaction with the material.

Approved refunds will be returned to the original method of payment within 5–10 business days, depending on your financial institution.

RETURN SHIPPING COSTS

Customers are responsible for all return shipping costs. Shipping fees are non-refundable. If a refund is approved, the cost of return shipping will be deducted from the refund amount.

For items valued over $150, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost during return shipment.

SHIPPING ISSUES

If you experience any of the following shipping issues, please contact us immediately to request a replacement or refund:

  • The package was delivered to an incorrect address
  • The package arrived at a location different from the recipient’s address
  • The shipping carrier has confirmed that the package was lost in transit

In such cases, we will either replace the item or issue a refund, as appropriate.

RECEIVED ITEMS ISSUES

If the item(s) you received fall under any of the following categories, please contact us within five (5) days of delivery to request a refund or replacement:

  • Damaged item
  • Low-quality product (e.g., blurry or faded printing)
  • Incorrect item
  • Missing item(s)

To process your request, you must provide all of the following within the required timeframe:

  • A clear photo of the shipping label
  • Photos of the received product(s)
  • A video showing the unboxing process

Failure to provide the required evidence within five (5) days may result in the request being denied.

This information allows us to resolve your issue efficiently and helps prevent similar errors in the future.

Thank you for your trust and patience. We are committed to continuously improving our products and services to ensure your satisfaction.

If you have any additional questions or concerns, please contact us at cs@5to9vibe.com, via Live Chat, or SMS.

 

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