Refund policy
Returns, Refunds & Exchanges Policy
At Crickets And Ivy and our family of brands, customer satisfaction is important to us. Please review the following policy before placing your order.
Return Eligibility
Eligible non-customized items may be returned within 14 days of delivery.
To qualify for a return, items must:
- Be unused, unworn, and unwashed
- Be in original condition and packaging
- Include all tags, accessories, and components
- Be free from odors, stains, pet hair, smoke, or damage
- Include proof of purchase
Returns requested after 14 days of delivery will not be accepted.
Non-Returnable Items
The following items are final sale and are not eligible for return, refund, or exchange except in cases of seller error, manufacturing defect, or shipping damage:
- Personalized items
- Customized items
- Made-to-order products
- Print-on-demand (POD) products
- Laser engraved items
- Handmade items
- Event favors
- Digital products
- Sale or clearance items
- Gift cards
Due to the personalized and made-to-order nature of these products, all sales are final once production begins.
Clothing Returns
Eligible non-customized apparel may be returned within 14 days of delivery.
Approved clothing returns are subject to an 18% restocking fee based on the original purchase price. Apparel must be unworn, unwashed, free of odors, and returned with original tags attached. Customized, personalized, embroidered, printed-to-order, or print-on-demand apparel is non-returnable.
Damaged, Defective, or Incorrect Orders
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at:
Please include:
- Order number
- Description of the issue
- Clear photographs of the item and packaging
If approved, we will repair, replace, or refund the item at our discretion.
Return Authorization Required
All returns require prior authorization. To request a return, contact:
Items returned without authorization will not be accepted.
Approved returns should be mailed to:
Crickets And Ivy Returns
10 Lower West Street, Box 355
Annandale, NJ 08801
Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
- Seller error
- Defective merchandise
- Shipping damage
-
Incorrect item received
Original shipping charges are non-refundable.
Exchanges
Because many products are handmade, personalized, or produced on demand, direct exchanges are generally unavailable. If an item qualifies for return, customers may place a new order after the original return has been approved.
European Union Customers
For orders shipped to the European Union, customers may have rights under applicable consumer protection laws. However, personalized, customized, made-to-order, and print-on-demand products are exempt from cancellation and cooling-off rights where permitted by law.
Refund Processing
Once a return is received and inspected, customers will be notified regarding approval or denial. If approved, refunds will be issued to the original payment method within 10 business days. Financial institutions may require additional processing time before funds appear in your account. If more than 15 business days have passed since refund approval, please contact:
Policy Updates
Crickets And Ivy reserves the right to refuse returns that do not meet the conditions outlined above and may update this policy at any time without prior notice.
