Customers may request a return or refund when an eligible product meets the applicable return requirements. To qualify, merchandise should generally be unused, unopened, in new condition, and retained in its original packaging. Return requests must normally be submitted within thirty days after delivery. When an approved return is received and meets all applicable conditions, a refund for the eligible merchandise price may be issued. Original shipping charges are generally not refundable, and the customer is responsible for the cost of sending an approved return back.
Before sending any merchandise back, customers must contact customer support and obtain return authorization. Items sent without prior approval may be refused and will not be eligible for processing. Once a return has been authorized, customers will receive a return authorization number or other required return identification. This information must be included with the returned package so that the shipment can be matched to the appropriate request. Packages received without the required authorization may be rejected. After authorization is provided, the customer must return the merchandise within the stated period, as an authorization may expire if the item is not shipped on time.
Returned merchandise must meet the condition requirements applicable to the original purchase. Products that have been opened, used, altered, damaged after delivery, or returned without required components may not qualify for a refund. Merchandise received after the permitted return period is also generally ineligible. Products purchased through another retailer, marketplace, or unauthorized source cannot be returned through the store’s return process. When an item is sold as part of a bundle, the complete bundle and all included components must generally be returned together.
Some products may have additional restrictions because of their nature or the circumstances under which they were sold. Limited-time releases, specially designated merchandise, and certain collectible products may be subject to separate return conditions. Customers should review the applicable product information before purchasing items that have restricted availability or special release terms.
Personalized, customized, or made-to-order merchandise is generally considered final sale because it is produced specifically for the customer. Such items cannot normally be returned or refunded unless they arrive damaged or have a manufacturing defect. If a customized product arrives with a qualifying issue, customers should contact support promptly after delivery so the situation can be reviewed. Customers purchasing apparel or other size-sensitive merchandise should carefully review the available measurements and product descriptions before ordering.
Direct exchanges are generally not provided when a customer selects the wrong product, size, color, or other option. If the original merchandise qualifies for a return, the customer may return it according to the applicable procedure and place a separate order for the desired replacement item. A new order is subject to the price and inventory conditions available at the time it is placed, and availability cannot be guaranteed.
If an item arrives damaged or defective, the issue should be reported as soon as reasonably possible. Customers may be asked to provide photographs or other documentation showing the condition of the merchandise and packaging. This information can help determine whether the issue occurred before delivery or during transportation and allows the support team to identify the appropriate resolution.
Limited-edition and collectible merchandise may require additional review because replacement inventory can be extremely limited. A small quantity of certain products may be reserved for resolving qualifying damage claims. If a replacement is available, customers may be required to provide evidence of the problem and follow specific instructions concerning the original item. In some circumstances, additional steps may be required to prevent the damaged product from being resold or circulated as an intact limited-edition item. If an appropriate replacement cannot be provided, another resolution, including a refund, may be considered.
Opened software, video games, music, and similar media products are generally not eligible for return. This restriction can apply regardless of the reason for the request once the applicable product seal or packaging has been opened. For products that include digital or activation codes, assistance may be available when a code appears to be invalid or otherwise fails under qualifying circumstances. However, replacement cannot generally be provided when a code has already been redeemed, incorrectly entered, shared with another person, or associated with inaccurate purchase information.
Approved refunds are normally returned through the payment method used for the original transaction. Refunds cannot ordinarily be redirected to an unrelated payment account or a different payment method selected after the purchase. If the original payment method is no longer available, an alternative resolution such as store credit may be considered. Customers experiencing problems involving a closed or inactive payment account should contact their financial institution as well as customer support when appropriate.
Price reductions that occur after an order has been completed do not normally qualify for a price adjustment. If an order has not yet entered fulfillment and cancellation remains available, a customer may be able to cancel the original purchase and place a new order using the current promotional price. This option depends on the order status and product availability. A lower price does not guarantee that the same item will remain available when the replacement order is submitted.
Orders for merchandise that is already in stock may move into fulfillment shortly after purchase. Once processing has begun, cancellation may no longer be possible. Pre-order purchases can have different cancellation conditions and may be canceled in certain circumstances when the request is submitted sufficiently before the expected release or fulfillment date. Restricted, limited-edition, or specially designated pre-orders may have additional limitations.
International customers may have additional rights under the consumer protection laws applicable in their country or region. Certain jurisdictions may provide longer cancellation or return periods or other statutory remedies. Where such legal rights apply, they may take precedence over standard store procedures. Customers remain responsible for return shipping costs unless applicable law requires otherwise. Refund processing generally begins after the returned merchandise has been received or acceptable evidence of return shipment has been provided, depending on the applicable procedure.
Certain categories of merchandise may be excluded from statutory or standard return rights because of their nature. Examples can include sealed media that has been opened, personalized merchandise, perishable products, and other items subject to specific legal or commercial restrictions. Customers outside the United States should review the consumer protection requirements applicable to their location if they believe additional rights may apply.
For questions concerning a return, refund, damaged product, cancellation, or exchange-related request, customers can contact support at [email protected] or call 1-800-847-6255. When contacting support, customers should provide the order number and a clear description of the issue whenever possible. Providing photographs or other relevant documentation may also help the request be reviewed more efficiently.
The return and refund process is intended to establish clear expectations for customers while allowing eligible issues to be handled consistently. Customers should review the product description, order details, return conditions, and any special restrictions before completing a purchase and should contact support promptly whenever an issue arises after delivery.