*This policy applies to orders placed on www.snowcityshop.com after 00:00 PST on June 1, 2023.
Order Cancellation and Modification
Immediately after you place your order, we will place your order in the production queue in order to ship it as soon as possible. If you wish to modify or cancel your order, please contact us via email (info@snowcityshop.com). We will check if your order is already in production. If your order is already in production, we are unable to modify or cancel your order.
One Year Warranty
We offer a limited warranty on physical items purchased from www.snowcityshop.com. The warranty period is 365 days from the date of receipt of the product.
To obtain warranty service, you must first contact us via info@snowcityshop.com to determine the problem and the best solution for you.
Returns and Refunds
1. Custom and Customized Products
Custom and Customized Products orders will be produced within 24 hours of order placement and manufactured to your specifications. We do not accept any return and refund requests for custom products.
Before purchasing custom and made-to-order products, we strongly recommend that you consult our customer service via live chat or email info to get the correct product and size, or purchase a sample to get a better feel for the material.
2. Regular size products
Customers have the right to request a return within 14 days of product delivery. Within 14 days after the delivery arrives, if you find a quality problem with the goods, you can initiate a return request to us by sending an email. The email needs to state what kind of quality problem it is and attach pictures. We will reply within 24 hours of receiving your return request and offer you the most suitable solution.
To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in the original packaging. In order to complete your return, we will need a receipt or proof of purchase. Please ask our customer service to ensure that your package is sent to the correct address.
We are unable to accept return requests if your item has been used or damaged by man.
Please note that:
*We will carefully check the condition of the goods before shipping. Products that are damaged after the customer receives them will not be accepted.
*Items returned without an approved return request will not be accepted.
We have some non-returnable conditions.
*Sizing: Size differences within +/- 2 inches are considered acceptable to the industry. This is not a quality issue and returns are not accepted.
*Color Difference: Due to differences in monitors, lighting and batch colors, colors may vary slightly from the pictures. This is not a quality issue and returns will not be accepted.
*Threads: A small amount of bottom thread (1-2) is not a quality issue and returns will not be accepted.
* Pinhole size: sewing machine horizontal and vertical pinhole size is not the same, the knitting process is inevitable. This is not a quality issue and returns will not be accepted.
Return Shipping and Postage
- Please ensure that the returned item is unworn, unwashed, undamaged and in its original packaging.
- Please include an invoice and RMA showing the order number and recipient's name.
- Shipping costs for returns caused by the consumer are the responsibility of the consumer. The exact cost is based on the courier company you choose. If the item received is damaged or incorrect due to our fault, the consumer is not responsible for the shipping cost.
Return Quality Control
Upon receipt of the returned item, we will perform a quality check and process the refund after review and approval, which usually takes 5-7 business days. For returned items that do not pass quality inspection, a maximum of 50% refund will be issued.
Refunds
For approved returned items, your refund will be processed and applied to your original payment method, which usually takes 3-4 business days. Therefore, refunds usually take about 8-11 business days in total (after your returned item is received).
Contact Us
If you have any requests, questions or concerns, you can contact our dedicated customer service team at:
Email：info@snowcityshop.com
Phone: +1 (209) 730-3416 (9:00 a.m. - 6:00 p.m. CST)