otsutree

Our products are custom-made to order, so we cannot accept returns or exchanges for these items.

We do not issue refunds or exchanges resulting from ordering the incorrect size/color, so please check the size chart carefully before ordering.

We’re happy to offer a refund if there is any damage to an order. This can be things like manufacturing errors, printing errors, or other obvious errors. Please reach out with photo evidence of the item’s improper condition. We will send a replacement if contacted within 14 days.

Please let us know about any issues before leaving a review so we can take care of you.

You’re free to cancel an order anytime before the order has been processed. After this point, it’s unlikely that cancellation is possible.

After an item is shipped, things have moved beyond our control. Shipping (particularly for international orders) is affected by many outside influences, especially COVID-19. If you’d like an update on your order, please contact the shipping company with your order number or use a tracking number or link.

If the tracking is shown as delivered, and you did not receive it, please contact your local USPS for information on how to use the GPS of the tracking number. We cannot be held responsible for addresses that are given to us incorrectly, and do not offer refunds for items that are returned to the sender. However, if your package is returned to us, we will reship the item at your own expense (this typically takes several weeks).

If an item is lost in transit, we will replace the item(s) at our own expense. An item is not considered lost in transit until at least 10 business days have passed with no movement (US domestic shipping), and 30 business days on items shipped to Canada.

It takes 2–7 business days to create a product and fulfill an order, but this may increase during the holidays. This does not include shipping time.