Return & Refund Policy

1. Made-to-Order Nature of Our Products

All items sold on https://quynhtrangleshop.com/ (including custom t-shirts, hoodies, mugs, canvas prints, and lifestyle accessories) are manufactured only after an order is successfully placed and confirmed.

Because each item is customized on demand, we do not carry physical inventory for general exchanges or accept returns due to buyer’s remorse or incorrect size selection. We strongly urge all customers to consult our posted sizing guides and product specifications before checking out.

2. Order Cancellation and Modification Window

Our automated print fulfillment systems process incoming orders quickly:

  • Cancellation & Edit Window: You have 2 hours from the exact moment of order placement to request a cancellation, change shipping address details, or adjust item options (size, color, design variant).

  • How to Submit: Email [email protected] with the subject line “URGENT: Order Change / Cancellation – [Order Number]”.

  • Past the 2-Hour Window: Once an order moves past 2 hours, it enters the queue for automated printing, cutting, or fulfillment. At this stage, orders cannot be modified, rerouted, or canceled.

3. Eligible Situations for Free Replacement or Full Refund

We take full responsibility for products that do not arrive as described or are compromised in transit. You are eligible for a free replacement or a 100% full refund under the following conditions:

  1. Manufacturing Defect: Significant print misalignments, peeling, broken seams, holes, stitching failures, or incorrect garment colors caused by factory error.

  2. Damaged in Transit: Items arriving broken, crushed, stained, or torn upon package opening.

  3. Incorrect Item Sent: You received an item with the wrong size, color, or graphic print compared to your order confirmation receipt.

  4. Lost in Transit: Domestic US tracking displays no progress scans for more than 10 consecutive business days (or 20 business days for international orders).

4. How to Submit a Claim (14-Day Claim Window)

To request a replacement or refund for a damaged, defective, or incorrect order:

  1. Timeframe: Contact us within 14 calendar days from the date carrier tracking shows the package was marked as “Delivered”. Claims submitted after 14 days cannot be accepted.

  2. Information Required: Email us at [email protected] and provide:

    • Your full name and original Order Confirmation Number.

    • A concise explanation of the problem.

    • Visual Evidence: High-resolution photographs or short video clips showing:

      • The full product showing the defect/misprint clearly.

      • A close-up shot of the issue.

      • The packing slip / barcode label affixed to the shipping package.

  3. Resolution: Our support team inspects proof submissions within 24–48 business hours. Once validated, we will immediately produce and dispatch a replacement free of charge, or issue a full refund to your original payment method.

Note: In most cases involving confirmed manufacturing flaws or shipping damages, you will not be required to ship the defective product back to us.

5. Non-Refundable Circumstances

We cannot issue refunds or offer complimentary replacements in the following cases:

  • Buyer’s Remorse: Changing your mind, no longer needing the item, or finding alternative products after checkout.

  • Incorrect Sizing / Color Choice: Choosing the wrong garment size or color despite sizing tables published on product pages.

  • Customer Input Errors: Shipping addresses entered incorrectly or missing unit/apartment numbers resulting in misdelivery or return-to-sender parcels.

  • Packages Marked “Delivered”: Orders verified as successfully delivered by the postal carrier to the address provided on the order.

  • Minor Color/Placement Variations: Negligible variations in print brightness or placement ($pm 0.5$–$1$ inch) are standard technical outcomes of Direct-to-Garment (DTG) printing and sublimation processes and are not classified as defects.

6. Returned Packages (Invalid Address / Unclaimed)

  • If a parcel is returned to our fulfillment facility because the carrier was unable to deliver due to an incorrect/incomplete address or failure to collect from a local postal hub, we will contact you via email.

  • To have the package reshipped, the customer is responsible for covering the standard reshipment carrier postage fee.

  • Unclaimed or return-to-sender items held for more than 30 days without customer communication will be donated or responsibly recycled.

7. Refund Processing Times

  • When a refund is approved by our support team, it is automatically processed to your original method of payment (e.g., credit card, debit card, PayPal, or Stripe account).

  • Credit/Debit Cards: Please allow 3 to 7 business days for your issuing bank or credit card company to post the funds to your account statement.

  • PayPal: Refunds typically appear in your account balance within 24 to 48 hours.

If you have not received your approved refund after 10 business days, please check with your financial institution before contacting us.

8. Customer Support Contact

For all questions, claims, or order inquiries regarding returns and refunds, please reach out directly:

  • Store Name: Quynh Trang Le Shop

  • Website: https://quynhtrangleshop.com/

  • Email: [email protected]

  • Mailing / Business Address: 415 7th Ave NW, Ronan, MT 59864, USA

  • Support Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM (Mountain Standard Time / MST)