Refund and Exchange Policy

Exchange Policy

Address Changes

If you need to change the shipping address, please email us at support@makemesurprise.com, providing your order number, the current shipping address, and the new address you would like to change it to. We can change the address as long as your order has not been shipped.

Damaged/Misprinted Items

Your items will be checked and intact before shipment; however, there are many uncontrolled factors during transportation. Please inspect your items within 14 days after delivery. If the product arrives defective, we will reprint and resend it free of charge. After 14 days, we may not be able to offer any quality guarantees or accept complaints. The product's lifespan depends on how it is used. If used properly, it can last for a long time; otherwise, it may become damaged quickly.

Please email us within 14 days at support@makemesurprise.com, providing your order number and a picture of the item, explaining the issue. Our customer support team will assist you in reprinting and shipping the item as soon as possible.

Please note: Whatever size, color, or image you upload will be printed on your item. If the incorrect size, color, or image is selected by you and sent out, makemesurprise is not responsible for replacing these items.

Product Image Disclaimer

Please note that while we make every effort to accurately photograph and describe our products, we cannot guarantee that every photograph during production will accurately depict the actual color of the merchandise due to changes in screen resolution. Please contact us with any questions regarding the color, material, or size of any item before purchasing.

Returns & Cancellations

Since your personalized products are one-of-a-kind and made specifically for you, a 30% customization fee per item is included in your purchase. If you would like to cancel your order, please email us at support@makemesurprise.com, providing your order number and the reason for cancellation, and we will attempt to retrieve the order. Please note, however, that once your order has been submitted, we will immediately begin production of the personalized items. If you cancel an order that has already entered production, a 30% restocking fee per item will apply.

If you are unsatisfied with the product you received and wish to return it, please email us at support@makemesurprise.com with your order number and a picture of the product. Our team will assess the return based on the information provided. The return process can only begin after the return status is confirmed. Our return address is: 6829 K AVENUE, Suite 102, Plano TX 75074.

All refunds will be credited for the original amount paid, minus shipping fees and any discounts applied to personalized items, except in cases where the incorrect product was shipped. Once your return has been processed, you will receive a confirmation email; please note that it may take an additional 7 business days from the date you receive this email for the funds to be available in your account, and an additional billing cycle to see the funds on your billing statement.

Please note that the following issues are not covered by our Return/Exchange Policy, and we are not liable for these problems:

• Products damaged by misuse, mishandling, or poor maintenance.
• Personal reasons such as a change of mind, personal taste, etc.
• Personalized items are one-of-a-kind and cannot be returned unless they are defective or damaged.

If the product arrives defective, we will reprint and resend it free of charge. You do not need to initiate the return process. Please contact us, and our customer service team will help you arrange the reprinting process.

Extension of After-Sales Period

If you purchased "Worry-free coverage for 90 days" for the product at the time of purchase, the after-sales period can be extended from 14 days to 90 days.

Refund Policy

Once we receive and inspect your evidence of product issues, we will notify you via email that we have initiated the after-sales process and inform you whether your refund has been approved and the refund process initiated.

Once the refund process is initiated, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment (typically within 7 days, depending on the processing time of your payment provider; the refund timeline after initiation depends on your payment provider's processing time).

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted. If you’ve done all of this and still have not received your refund, please contact us at support@makemesurprise.com.

Exchanges

Our personalized items cannot be returned unless they are defective or damaged. Please refer to our Return Policy on Damaged/Misprinted Items or contact our customer service for information on returns.

If the product arrives defective, we will reprint and resend it free of charge. Please email support@makemesurprise.com with a picture of your item and order number, and we will reprint your item and ship it to you within 9 business days.

Shipping

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning an item worth more than $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

If the return is caused by the consumer, the consumer is responsible for the shipping fee. The specific fee should be based on the express company you choose.

If the goods received are damaged or incorrect due to our fault, the consumer is not required to bear the shipping fee.

No restocking fee is charged to consumers for returning a product.

Disclaimers

All sales are final after 14 days from receipt.
makemesurprise reserves the right to amend this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies, please contact our Customer Service Representatives.