Refund policy

We truly appreciate your business and want you to be completely satisfied with your purchase. If you experience any issues with your order or its delivery, our team is here to help and will do our best to assist you.

Please note that all returns, refunds, exchanges, and replacements are reviewed on a case-by-case basis and are subject to verification and approval.

Custom Items

Any customizable item (including items with personalized logos, names, or any form of custom printing/design) is non-refundable, non-returnable and non-exchangeable unless the item arrives damaged or incorrect due to our error.

Returns

Returns are accepted within 14 days of delivery. To be eligible, items must be unused, in original packaging, and in the same condition in which they were received.

To start a return, email us with your order number and a photo of the product. Once your return is approved, we will provide instructions for sending it back. If the return is due to an error that we made, we will provide a return shipping label. Otherwise, you will be responsible for the cost of shipping the return. Please note that we cannot cover return shipping fees for international returns.

Refunds

Once your return is received and inspected, we’ll notify you of the approval status.

If approved, we will refund the full amount paid for the product, less the shipping fees. If the product was returned due to our error, we will also refund the shipping fees.

Approved refunds will be processed back to your original payment method. Please allow 3–7 business days for your bank or card issuer to complete the process.

Exchanges

If you need an exchange for the same item (for size, color, or replacement), reach out within 14 days of receiving your item. We will assist you with the exchange process.

All exchanges are subject to availability and approval.

Shipping Costs

All shipping fees are the responsibility of the customer, except in cases where a return or exchange is required due to our error (such as an incorrect or defective item). In those instances, we will provide a prepaid return shipping label at no additional cost to you (for orders in the US only).

Order Cancellations

Orders placed on our website or through customer support are processed very quickly to ensure timely fulfillment. Therefore, it may be difficult to cancel an order once it has been placed.

There is a 1-hour processing window between the time your order is submitted and when it enters fulfillment.

Cancellations are only possible within this 1-hour window.

Once an hour has passed, the order is considered final and cannot be canceled or modified, as it may have already been prepared for shipment.

If you need to request a cancellation, please contact us immediately after placing your order.

Lost Shipments

If a shipment is lost after it has been handed to the carrier, we’ll gladly work with you to investigate the issue and assist with filing a claim. A shipment is considered lost once the carrier confirms the loss or determines that delivery cannot be completed within a reasonable timeframe.

Any replacement, refund, or credit will follow the carrier’s and insurance provider’s guidelines. Unless required by law or agreed otherwise, our responsibility is limited to the declared value of the items, and we’re unable to cover losses resulting from incorrect shipping information. 

Defective/Damaged Merchandise

If you receive an item that is defective, damaged, or incorrect, please contact us within two (2) days of delivery so we can assist you promptly. While we’re happy to help, please note that once an order has been handed over to the carrier, we are not responsible for damage that occurs during transit. 

Should you have any questions about the information in this policy, please contact us by one of the following methods.

Email:   info@planetagear.com

Phone:   +1 (855) 922-6178 

In writing:   427 Hemlock Drive, Flowood, MS 39232, USA