I. DELIVERY POLICY:

1. CapturingTheMemories will issue refund/resent for the following orders:
1.1. For Economy shipping: 21 days without updates since the last update.
1.2. With Express shipping: 14 days without updates since the last update.
1.3. Outside US: 30 days without updates since last update.

2. Order not delivered to Ship:

Cancel order and refund all paid fees.
2.1. With Economy shipping: 10 days from the date of order receipt.
2.2. With Express shipping: 7 days from the date of receiving the order.

3. Orders delivered to the wrong address compared to the address on the order:

CapturingTheMemories will refund/resend for orders delivered to the wrong address compared to the address on the order.

4. Tracking number shows the order has been successfully delivered but the customer reports that the product has not been received:

CapturingTheMemories will not refund/resent orders that have been successfully delivered.

5. Unsuccessful delivery & refunded orders (Returned to sender):

CapturingTheMemories will not refund/resent for unsuccessful & returned orders.
Note: Returns are often due to the wrong address or the recipient’s address lacking information such as apartment/suite/unit number or reasons from the recipient such as: Vacant (Unoccupied), Addressee Unknown ( consignee cannot be identified), Refused (refused to receive goods).

6. In case the address is correct, valid & the reason for return cannot be determined:

CapturingTheMemories will make a refund/resent for orders that cannot be delivered or returned but the address is correct and valid.

7. Report lost orders:

CapturingTheMemories will refund/resent lost orders.

8. Orders seized by customs due to copyright and trademark complaints:

CapturingTheMemories will not refund/resent orders seized by customs due to copyright and trademark complaints.

II. PRODUCT POLICY:

1. The product the customer receives is not in accordance with the order:

CapturingTheMemories will refund/resent one or more products for the products the customer receives that are not in accordance with the order:
1.1. Wrong product type.
1.2. Wrong product color.
1.3. Wrong personal information.
1.4. Wrong product size.
Note:
– CapturingTheMemories only processes refund/resent requests (tickets) created within 30 days from the date the customer receives the goods.
– Customers need to provide a photo of the product received when creating a ticket so that CapturingTheMemories can review the ticket and improve product and service quality.
– CapturingTheMemories does not allow editing for returned orders.

 

2. Receiving missing products:

CapturingTheMemories will resent products sent that are missing the order.
Note:
– CapturingTheMemories only processes refund/resent requests (tickets) created within 30 days from the date the customer receives the goods.
– Customers need to provide a photo of the product received when creating a ticket so that CapturingTheMemories can review the ticket and improve product and service quality.
– CapturingTheMemories does not allow editing for returned products.

 

3. The product received has a quality problem:

CapturingTheMemories will refund/resent one or more products for the products the customer receives that are defective:
– The product is broken or chipped.
– The function of the product is defective and cannot be used. For example: Spinner in busy broad product cannot spin.
– The product has a design error and the customer cannot assemble it.
– CapturingTheMemories handles cases of color deviation (different from the standard color set).
– Natural wood color deviation will not be refunded/resent.
Note:
– CapturingTheMemories only processes refund/resent requests (tickets) created within 30 days from the date the customer receives the goods.
– Customers need to provide a photo of the product received when creating a ticket so that CapturingTheMemories can review the ticket and improve product and service quality.