Returns & Refunds Policy

Returns & Refunds Policy - OrderMascot

At OrderMascot, we strive to ensure you’re satisfied with your purchase. Please review our returns and refunds policy to understand your options.

Key Limitations

Custom Products: All custom mascots are made to your specific design, size, or requirements. Due to their personalized nature, custom mascots are non-returnable and non-refundable under any circumstances. This includes mascots created from your unique designs, logos, or specifications.
Timeframe for Eligible Returns: For any rare cases where a return may be permitted (as outlined below), you must initiate the return process within 7 days of receiving your order. Returns requested after this period will not be accepted.

While most of our products are custom, if you’ve purchased non-custom items (e.g., pre-made mascot accessories), returns are allowed only if:

The item is unused, unaltered, and in its original packaging.
The item is defective or damaged upon arrival (not due to mishandling after delivery).
You notify us within 7 days of receiving the item.

If you believe your non-custom item meets the above criteria, follow these steps:

Contact our customer service team at sale@ordermascot.com or call +1 7022968470 within 7 days of delivery. Include your order number, photos of the item (highlighting defects or damage), and a brief explanation of the issue.
Our team will review your request within 2 business days. If approved, we’ll send you a return authorization number and detailed instructions for shipping the item back to us.
Ship the item within 5 days of receiving the return authorization. You’re responsible for return shipping costs, and we recommend using a tracked shipping method (as we’re not liable for items lost in transit).

Approval: Refunds are processed only after we receive the returned item, inspect it, and confirm it meets the return criteria (unused, defective, and within the 7-day window).
Method: Refunds will be issued via the same payment method used for the original purchase (e.g., PayPal, credit card).
Timeline: Once approved, refunds typically take 3-5 business days to reflect in your account, depending on your bank or payment provider’s processing times.

Damaged in Transit: If your order arrives damaged due to shipping issues, contact us within 7 days of delivery with photos of the packaging and item. We may arrange a replacement (for non-custom items) or provide store credit at our discretion.
Incorrect Item: In the rare case we ship the wrong item (non-custom), notify us within 7 days. We’ll cover return shipping costs and send the correct item promptly.