Refunds And Return Policy
Return Procedure
If you believe the delivered product is defective, incorrect, or missing accessories, please follow these steps:
- Email product images along with your order number to return@custommailersdepot.com, including a brief description of the issue. Our sales representative will contact you within 24 hours.
- Alternatively, you can call us directly at (832) 941-1998. Our sales representative will review the issue, and upon verification, we will remake the product for you.
Return Window
Once an error is confirmed (by following the instructions under ‘claims’), we will make every effort to promptly redo the order. The redo order will be processed exactly as originally requested, minus any errors we made. We will not change the product, logo or artwork, or imprint color when processing the redo.
Important:
- Customers have 30 days from the date of product delivery to file a complaint.
- Customers must contact us regarding the complaint. A written complaint via email, along with supporting pictures showing the error, must be sent to us for investigation (product received, packaging, etc.).
- If the error is confirmed by the factory, the customer must return the entire order in its original quantity to claim a full refund. Customers must ship the package back via ground shipping at their own expense. The refund will be processed within 7-10 business days once the order is returned.
- If the customer opts for a replacement, the order will be remade according to the original order details, rectifying the errors only. The remake order will be sent to the customer within 7-10 business days.
Refund Method
Customers must ship the package back via ground shipping at their own expense. The refund will be processed upon return of the products and once the issue is confirmed. The customer will receive the refund within 4 to 5 days.
Responsibility for Return Shipping Costs
The entire order must be returned to the company by the customer in its original quantity, as per the invoice of the actual order, to claim a full refund. The customer must return the product at their shipping cost to receive a full refund.