Refund Policy

Order Changes, Cancellations & Refund Policy

At 5TO9BRAND, every order is produced specifically for each customer after purchase. For this reason, requests to modify or cancel an order can only be accommodated during a limited period before production begins.

If you need to update your order or have questions regarding its status, please contact our Customer Support Team as soon as possible via cs@5to9brand.com or through our Live Chat.

Order Modifications & Cancellations

Customers may request one of the following within 6 hours after an order has been placed:

  • Cancel an order
  • Update the shipping address
  • Correct personalization details
  • Modify product options (when production has not yet started)

After the first 6 hours, orders may already be scheduled for production or fulfillment. At that stage, modifications or cancellations may no longer be possible.

Refund Eligibility

A refund or replacement may be approved if one of the following situations occurs:

  • The product arrives damaged during shipping.
  • The item received is different from what was ordered.
  • The product contains manufacturing defects or significant print-quality issues.
  • The package has not been delivered within 60 business days from the purchase date (excluding delays caused by customs, force majeure, or incorrect customer information).

Every claim will be reviewed individually by our support team before a final decision is made.

Situations Not Covered by Refunds

Refund requests cannot be approved under the following circumstances:

  • An incorrect size was selected by the customer.
  • Incorrect shipping or billing information was provided during checkout.
  • Gift cards or other non-tangible products.
  • Downloadable digital products, artwork, or digital files.
  • Requests based solely on personal preference, change of mind, or dissatisfaction with material texture when the product matches the published description.

If a refund is approved, the amount will be credited back to the original payment method. Most financial institutions complete refund processing within 5–10 business days.

Return Shipping

Unless otherwise required by applicable consumer protection laws, customers are responsible for return shipping expenses.

Original shipping charges are non-refundable.

For returned merchandise with a value exceeding USD $150, we strongly recommend using a tracked shipping service or purchasing shipping insurance, as 5TO9BRAND cannot accept responsibility for packages lost during return transit.

Shipping Problems

If you encounter any delivery-related issues, please notify us promptly.

Examples include:

  • The carrier delivered the package to the wrong address.
  • Tracking shows delivery to an unexpected location.
  • The shipping carrier officially confirms the package has been lost in transit.

After verifying the issue, we will determine whether a replacement or refund is the most appropriate solution.

Problems With Received Orders

If your order arrives with any of the following issues, please contact us within 5 days after the delivery date:

  • Product damaged during transportation
  • Blurry, faded, or defective printing
  • Wrong item received
  • Missing products from the shipment

To help us investigate your claim quickly, please provide:

  • A clear photograph of the shipping label attached to the package.
  • Clear photographs showing the affected product(s).
  • A complete unboxing video beginning before the package is opened and continuing until all contents are removed.

Providing this documentation within the required timeframe greatly improves our ability to verify the issue and offer an appropriate resolution. Claims submitted without sufficient supporting evidence may not qualify for replacement or refund.

Our Commitment

Customer satisfaction remains one of our highest priorities. We continuously improve our production process, packaging standards, and quality control procedures to minimize errors and provide a better shopping experience.

If you need assistance regarding your order, our Customer Support Team is always ready to help.

Customer Support

📧 cs@5to9brand.com

You can also reach us through our Live Chat during business hours.

Collections