Refund policy
Returns
If you are not satisfied with your order, we can reimburse you for the cost of the product(s). The following conditions apply for a return:
-The return claim must be made within 7 days after the delivery date. You can send your return claim to ciembroidery.com Once we verify the order, we will send you instructions to return the product.
-The product(s) are in new condition (without signs of use) and with all its labels.
-The customer is responsible for costs associated with shipping the item back to us
-Once the product is received, we will verify that the product is in new condition. We will then process the refund or exchange, which will take 2-8 business days.
ALL ITEMS ON CLEARANCE ARE FINAL SALE AND NO RETURNS OR EXCHANGES ARE ACCEPTED.
Incorrect of Defective Product
If the product has a manufacturing defect or the product is incorrect, contact us within 7 days of receiving your order to resolve the problem. We will send you a shipping label to return the defective / incorrect product to us. Once we receive the defective / incorrect product, we will send you the correct product.
Damage to order during shipment
If you received your order was damaged by the shipping company, contact us immediately. We will file a claim with the shipping company. We will require photos of the damaged package and product in order to process a refund or return. Without photos of the PACKAGE and damaged product, unfortunately we cannot make a claim and we cannot send you a refund.
Package not received after it's been delivered
Using the tracking number sent by email, track the package on its respective website (USPS.com or UPS.com). Once tracked, you will find more detailed information about the delivery of your package and where it was left (front porch, "Parcel Locker" package locker, etc.). If you still cannot find your package, we recommend that you contact the appropriate local shipping provider's office. They can better help you with the details about the package delivery. You can also contact us and we can initiate a claim with the shipping company. But, please note that a claim will take several business days after the package is DELIVERED for processing. For example, a claim with USPS cannot be initiated until 15 days after the item was marked as DELIVERED.
Our company makes every effort to ensure that all orders are packaged accurately and shipped in a timely manner. However, once picked up by the shipping company (USPS or UPS), we lose control of the package. Therefore, it is up to the shipping provider to deliver the package in a timely and efficient manner. Once the order is marked as "Delivered", we are no longer responsible and it is up to the customer to file a claim with the shipping company (USPS or UPS).