Refund policy

Exoticool Merch LLC (DBA Exoticool) 525 East 19th Avenue Apt 8, Eugene, Oregon 97401 Email: support@exoticool.com | Phone: 541-503-8898

1. MADE-TO-ORDER POLICY All Exoticool products are custom-made to order using a print-on-demand fulfillment network powered by Printify. Because each item is produced specifically after purchase, we do not accept returns or exchanges for incorrect size selection, change of mind, or color/style preference. Please review size charts carefully before placing your order.

2. DEFECTIVE OR DAMAGED ITEMS If your item arrives damaged, defective, or with a printing error, we will offer a replacement or a full refund. To request support:

  • Contact us within 30 days of delivery
  • Include your order number and clear photos of the issue
  • Keep original packaging if possible (may be required for verification)

3. REFUND APPROVAL & PROCESSING Once your claim is approved, refunds are issued to your original payment method. Processing time is typically 5–10 business days. Shipping costs are non-refundable unless the item arrived defective or incorrect.

4. ORDER CANCELLATIONS Orders may be cancelled within 24 hours of purchase. After this window, orders are automatically submitted to production and cannot be modified or cancelled.

5. RETURNS & RETURN ADDRESS Because we use multiple Printify fulfillment partners, return locations vary by product. If a return is required for an approved claim, we will provide the correct return address. Do NOT send items to our business address in Oregon unless specifically instructed — unauthorized returns may not be processed.

6. LOST OR DELIVERED PACKAGES We are not responsible for packages marked as "delivered" by the carrier. If tracking shows delivered but you have not received your package, please check surrounding delivery areas and contact your local postal carrier.

7. INTERNATIONAL CUSTOMS International orders may be subject to customs duties, taxes, or import fees depending on your country's regulations. These charges are not included in product or shipping costs and are the responsibility of the customer.

8. EU CUSTOMERS For customers in the European Union, please note that custom-made or personalized items may be exempt from the standard 14-day right of withdrawal under EU Consumer Rights Directive 2011/83/EU, as each product is produced specifically upon order. If you have questions about your rights, please contact us before placing your order.

9. CONTACT US Email: support@exoticool.com | Phone: 541-503-8898 Hours: Monday–Friday, 9 AM – 5 PM PST