Fulfill On Time

🎯 On-Time Fulfillment Guarantee – Money-Back Commitment
We’re committed to delivering your orders on time. If we miss the promised delivery window, you’ll receive a refund according to the policy below:

🚚 U.S. Shipping Options
(All delivery times include production time)

  • Eco Shipping: 9–15 business days

  • Premium Shipping: 6–10 business days

  • Express Shipping: 4–7 business days

  • Ship by TikTok: Only $2/order – Delivered to USPS facility within 4–8 business days

💸 Late Delivery Refund Policy

  • Eco, Premium & Ship by TikTok:
    → Receive $1 per day for each day the delivery exceeds the maximum committed timeframe.

  • Express Shipping:
    → If delivery is delayed by more than 3 days beyond the maximum timeframe, you’ll receive a 100% refund of both product and shipping cost.

📌 Maximum refund amount = Product value + Shipping fee

❓ FAQ – Frequently Asked Questions

1. How is the delivery commitment time calculated?
The committed timeframe includes production time and starts from the next business day after a successful order — until the package is delivered to the recipient or USPS (for Ship by TikTok orders).

An order is considered successful once payment is completed and the embroidery file is ready for production.
If the embroidery file isn’t ready yet, the delivery timeframe starts from the next business day after the design file is approved.

2. How will I receive my refund if the order is late?

  • For Eco Shipping, Premium Shipping, and Ship by TikTok: $1 per delayed day beyond the maximum committed timeframe.

  • For Express Shipping: If delayed more than 3 days beyond the maximum timeframe, you’ll receive a 100% refund of your order and shipping fee.

3. How do I request a refund?
Simply contact us via email or support channel and provide your order number.
We’ll verify the tracking information and process your refund within 30 business days.

4. What is the maximum refund I can receive?
The total refund cannot exceed the product fulfillment value + shipping cost.

🔒 Exclusions – When the On-Time Guarantee Does Not Apply
The “Fulfill On Time” money-back program does not apply in the following cases:

  • Natural disasters or force majeure events
    (e.g. hurricanes, earthquakes, floods, wildfires, pandemics) causing transport disruptions.

  • Transportation incidents
    (e.g. vehicle breakdowns, accidents, system outages).

  • Political or international disruptions
    (e.g. strikes, protests, wars, embargoes, or import/export restrictions).

  • Customs delays or inspection holds
    (including random checks or detained packages).

  • Incorrect or incomplete shipping information
    (e.g. wrong address, missing street number, name, or ZIP code).

  • Recipient unavailable or refusing delivery
    (e.g. customer not present, rescheduling delivery, or refusal due to personal reasons).

🕒 Business Days Definition
Business days are Monday–Saturday, excluding Sundays and public holidays.
During the first 1–3 days after the order date, holidays follow the Vietnamese calendar (production takes place in Vietnam).
After that period, U.S. holidays apply, as orders are then handled by U.S. domestic carriers.