At Peonygear, customer satisfaction is our top priority. Because every item is made-to-order, we do not accept general returns. However, if your item is damaged, defective, or incorrect, we are happy to provide a replacement or full refund — no return required.

Please review our policy below for information on returns, refunds, cancellations, and related support.

A. Returns Policy

1. No Returns for Custom Orders

All Peonygear products are made-to-order, meaning we produce your item specifically after you place an order.
As a result:

  • We do not accept returns for reasons such as size, color, or style preferences.

  • We do not hold inventory, so we are unable to resell returned items.

Please carefully review product descriptions, images, and size charts before placing your order.

2. Why We Don’t Accept Returns

Our print-on-demand model helps:

  • Eliminate overproduction and reduce waste

  • Offer more personalized, unique products

  • Promote environmentally sustainable practices

B. Order Corrections & Cancellations

1. Order Corrections

To modify your order (e.g., size, address, design), please contact us within:

  • 24 hours if your order was placed on a weekday

  • 48 hours if your order was placed on a weekend

After this period, your order will enter production and cannot be changed.

2. Order Cancellations

You may request a cancellation with a full refund within the same timeframes as above (24/48 hours).
To cancel, email us at [email protected] with your order number.

C. Refund Policy

We provide full refunds or replacements in the following cases:

1. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or you received the wrong item:

  • You are eligible for a full refund or a free replacement

  • No return is required

  • Please contact us within 30 days of delivery

  • Include photos of the issue, your order number, and a brief explanation

2. Late or Missing Orders

  • 45 days after the order date → Eligible for 50% refund

  • 60 days after the order date → Eligible for full refund or replacement

D. Refund Processing Time

  • Refunds are processed within 5–7 business days after approval

  • Depending on your payment provider, it may take an additional 3–5 business days for funds to appear

  • Refunds are issued to the original payment method (e.g. credit/debit card, PayPal)

If your refund is delayed, please contact your bank or provider first. If the issue persists, contact us.

E. Exchanges & Replacements

1. Eligibility

Replacements are offered for:

  • Damaged, defective, or incorrect items

  • Requests made within 30 days of delivery

We do not offer exchanges for customer errors such as incorrect size or design selection.

2. How to Request a Replacement

Email [email protected] with:

  • Your order number

  • Clear photos of the issue

  • A brief explanation

Once approved, we’ll process and ship the replacement within 3–5 business days. No return is needed.

F. Shipping Costs Responsibility

  • If the item is defective or incorrect, Peonygear covers all costs including shipping

  • If the issue results from customer error, the customer is responsible for any reshipping or additional costs

G. Lost, Stolen, or Delayed Packages

1. Lost Packages

If tracking shows “Delivered” but you didn’t receive the package:

  • Wait 24 hours

  • Check with neighbors or household members

  • Contact your local carrier (e.g., USPS)

If unresolved, email us and we’ll assist with a carrier claim or provide a solution.

2. Delayed Tracking

If your tracking hasn’t updated for 5+ business days, contact the carrier.
If your item has been in transit for 20+ business days, contact us for support.

H. Transit Damage Policy

If your item arrives damaged from shipping:

  • Contact us within 48 hours of delivery

  • Include photos of the item, packaging, and shipping label

  • We will review the issue and issue a refund or replacement as applicable

I. Important Notes

  • We do not offer refunds for customer errors (e.g. size or address mistakes)

  • Shipping fees are non-refundable, except in cases where we are at fault

  • Please inspect your package upon delivery and report any issues within 48 hours

J. Dispute Resolution

If you are not satisfied, please contact us before opening a PayPal or credit card dispute.
We will do our best to resolve the issue quickly and fairly.

K. Contact Us

For any return or refund requests, please contact:

Peonygear Customer Support
Email: [email protected]
Phone: +1 (209) 850-3168
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM PST