RETURN POLICY
Quick Navigation
- 1. Overview of Return & Refund Policy
- 2. Eligible Returns (What qualifies)
- 3. Non-Returnable Items
- 4. How to Request a Return
- 5. Damaged or Incorrect Items
- 6. Replacements and Exchanges Policy
- 7. Refund Processing & Method
- 8. Shipping Costs & Responsibility
- 9. Late or Missing Refunds
- 10. Abuse & Policy Misuse Protection
- 11. Relationship to Shipping Policy
- 12. Contact Information
1. Overview of Return & Refund Policy
At MosstoUSA, we specialize in made-to-order apparel. This means your t-shirts, hoodies, and sweatshirts are produced specifically for you only after your payment is completed. Because each item is custom-made, our return and refund policy is focused on correcting manufacturing defects or fulfillment errors.
Cancellations and Modifications: You have a 24-hour window from the time of purchase to modify or cancel your order. Once this 24-hour period has passed, the order enters production and can no longer be modified or canceled.
2. Eligible Returns (What qualifies)
Returns and refunds are accepted strictly for verified “Major Defects” or fulfillment mistakes caused by our team. A Major Defect includes:
- Manufacturing defects (e.g., holes, structural damage).
- Significant printing errors (e.g., design misalignment or incorrect graphic).
- Fulfillment mistakes (e.g., receiving a different size, color, or design than ordered).
To be eligible for a resolution, your request must be submitted within the 60 days window following the delivery date.
3. Non-Returnable Items
Since products are printed on demand, we cannot accept returns or offer refunds for the following:
- Selection of the wrong size (please consult our size charts before purchasing).
- Choice of the wrong color or design.
- Change of mind or personal preference.
- Errors in customer-provided information.
- Failure to review the product preview prior to checkout.
- Items purchased during sales or promotions (unless a Major Defect is confirmed).
4. How to Request a Return
If you believe you have received a product with a Major Defect, please follow these steps to initiate a review:
- Contact Support: Email us at support@mosstousa.com within 30 business days of delivery.
- Provide Details: Include your order number and a description of the issue.
- Evidence: Attach clear photos showing the defect or the incorrect item.
Our team will respond to your request within 1 business day. Please note that refunds or replacements are issued only after explicit approval from our support team. If an item is returned without prior approval, MosstoUSA is not responsible for any loss or additional costs.
5. Damaged or Incorrect Items
Please inspect your order immediately upon arrival. You must report any Major Defect or incorrect item within 30 business days of delivery. Reporting issues within this window ensures we can address production or fulfillment mistakes quickly. Reports made after this timeframe may not be eligible for a replacement or refund.
6. Replacements and Exchanges Policy
Due to hygiene reasons and the custom nature of our apparel, we do not offer standard exchanges for different sizes or colors. If a Major Defect is confirmed, we provide a free replacement of the original item. In most approved cases, you do not need to return the defective item once the issue has been verified via photo evidence.
7. Refund Processing & Method
If a refund is approved by our support team:
- The refund will be processed back to your original payment method. Details on payment methods can be found on our Payment Policy page.
- Once approved, please allow 3–7 business days for the funds to reflect in your account, depending on your financial institution’s processing times.
8. Shipping Costs & Responsibility
MosstoUSA provides free replacements for confirmed quality issues or fulfillment errors. If a physical return is requested by our team for inspection, the customer is responsible for the return shipping costs. Please note that original shipping fees from the initial order are non-refundable.
9. Late or Missing Refunds
If you have not received an approved refund after 7 business days:
- Check your bank account or credit card statement again.
- Contact your financial institution; there is often a processing delay before a refund is officially posted.
- If you have done this and still have not received your refund, please contact us at support@mosstousa.com.
10. Abuse & Policy Misuse Protection
To protect our community and ensure we can continue offering high-quality custom products, we monitor return activity. MosstoUSA reserves the right to refuse service or reject refund requests in cases of suspected fraud, excessive return history, or policy abuse.
11. Relationship to Shipping Policy
This Return & Refund Policy is the primary source of truth for all post-delivery concerns. For information regarding transit times, shipping zones, or tracking your order, please visit our Shipping Policy and Order Tracking pages. All timelines are calculated based on the delivery date provided by the carrier.
12. Contact Information
If you have questions about your order or this policy, our support team is ready to assist you. We aim to respond within 1 business day.
Store Name: MosstoUSA
Address: 505 Blue Ball Rd, Elkton, MD 21921, United States
Email: support@mosstousa.com