Return Policy

Return Policy

Do You Accept Returns?

At 5TO9BRAND, every product is individually made after an order is placed. Because our items are custom-produced and printed on demand, we are generally unable to accept returns or exchanges for orders placed by mistake or due to a change of mind.

However, if your order arrives with a manufacturing defect, shipping damage, or you receive the wrong item, we will gladly review your case and, where appropriate, offer a replacement or refund in accordance with our Refund Policy.

For size-related concerns, or if you wish to exchange your purchase for another product of equal or greater value, we may be able to assist depending on the circumstances. Unless the issue resulted from our error, customers are responsible for any return or exchange shipping costs.

To help us evaluate your request, please contact our Customer Support Team and provide:

  • Clear photos of the product received
  • A photo of the shipping label
  • A complete unboxing video showing the condition of the package and its contents

Providing this information allows us to investigate the issue and offer the most appropriate solution as quickly as possible.

Before You Complete Your Purchase

Since each item is produced specifically for your order, we strongly encourage customers to carefully review all order details before checking out.

Please verify:

  • Spelling of names or personalized text
  • Product size and color
  • Design selection
  • Shipping address
  • Any customization options

After your order has been submitted, we also recommend reviewing the confirmation email to ensure everything is correct.

If you have any questions about a product or personalization before placing your order, our support team is happy to assist.

Customer Support

📧 cs@5to9brand.com

You can also reach us through our Live Chat.

Order Changes & Cancellations

Because production begins shortly after an order is placed, requests to modify or cancel an order are accepted only within the first 6 hours after checkout.

During this period, you may request updates such as:

  • Shipping address corrections
  • Personalization changes
  • Product option adjustments
  • Order cancellation

Once the 6-hour window has passed, orders may already be in production, and changes or cancellations can no longer be guaranteed.

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