Terms & Conditions

Terms & Conditions

Customers are able to change orders if only while it’s status is “Waiting for fulfillment”. Once the order reaches the production, it will not be possible to change the ordered items and you can only request a partial refund.

If there is any issue with the received product, the customer should first contact us, so that we can submit a Problem report to our supplier. Any problems that are confirmed to have occured because of an error on our supplier’s part will be handled at our expense-  we will either offer a refund for the defective product or a reshipment of a new one to the customer. Photos of misprinted/damaged/defective items must be provided with a claim. It is always best to include photos with your initial problem report to avoid delays.

We do not offer product exchanges or refunds if the buyer has changed their mind, but there are no quality issues with the received product. 

What happens if a package wasn’t delivered to my customer, but the tracking states that it was?

If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, we will not cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at the customer’s address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.”

What if the recipient’s address was wrong?

If the recipient’s address is wrong and their package is returned to the sender, then the customer is held responsible for the re-shipping cost. 

If the package was not returned to sender, then you will have to process a new order to replace the original. There will be no refund for the initial order that was sent to the wrong address and never returned to sender.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. We’ll cover the costs of reprinting and shipping a replacement order for you.

We will ask you to confirm that the shipping address was correct and that you got in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but the customer thinks they haven’t received it, we will not take responsibility and reship that order. In that case, any replacements would have to be at customers’ expense.

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by customer. We will contact the customer to determine how they would like to proceed and request an updated address if the customer wishes to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by the customer, or had an incorrect address originally provided. 

What if the product is damaged in the mail?

Any claims for misprinted/damaged/defective items must be submitted within 2 weeks after the product has been received. If something arrives damaged, send a photo of the damaged goods to info@matthewg182.sg-host.com, then we’ll gladly send a replacement at no cost to you.

How are returns handled differently when comparing quality concerns or customers changing their minds?

Any returns or problems that occur because of an error on our part will be handled at our expense.

If the customer would like to exchange or return a product without any defect or due to a wrong size being ordered, that would be handled at their expense by placing a new order.There is no exchange or refund for orders where customers change their mind. There is no exchange for customers who ordered the wrong size, only a partial refund is offered.