Refund policy

Return & Refund Policy

We want you to love your custom gifts! Because most of our products are personalized, we have a limited return policy. Please read this policy carefully before ordering.

1. Damaged or Misprinted Items

We will replace or refund items that arrive:

  • Damaged (broken, cracked, or otherwise unusable upon arrival), or

  • Misprinted (wrong text, name, image, or design that does not match what was ordered).

What you need to do:

  • Contact us at info@nowstevens.com within 2 days of delivery.

  • Include clear photos showing the damage or misprint, plus your order number.

  • Ship the item back to us within 5 days of delivery, in new, unused condition, in the original packaging, and with all tags/labels attached (if applicable).

Once we receive and inspect the item, we will:

  • Send a replacement (if the same item is in stock), or

  • Issue a full refund for the product cost and original shipping fee.

2. Non‑Returnable Items

Due to the custom nature of our products, we do not accept returns or refunds for:

  • Items with personalized text, names, photos, or custom designs (unless damaged or misprinted).

  • Items that have been used, washed, altered, or show signs of wear.

  • Items returned without prior approval or outside the 5‑day return window.

  • Orders canceled after production has started.

If you order the wrong size, color, or design by mistake, please contact us right away. We may be able to help before the item ships, but we cannot change or cancel orders once production has begun.

3. Return Shipping & Reimbursement

  • You are responsible for the initial cost of return shipping.

  • Once we receive and inspect your return, we will reimburse the return shipping cost (up to the original shipping amount) if the return meets our policy conditions.

  • We recommend using a trackable shipping method, as we are not responsible for lost return packages.

4. Refund Processing

  • Refunds are issued to the original payment method used at checkout.

  • After we approve your return, your refund will be processed within 3–5 business days.

  • Please allow 3–10 business days for the refund to appear on your bank or card statement, depending on your financial institution.

5. Exchanges

We do not accept exchanges at this time. If you need a different item, please place a new order and follow the return process above for the original item (if eligible).

6. How to Start a Return

To begin a return for a damaged or misprinted item:

  1. Email us at info@nowstevens.com within 2 days of delivery.

  2. Include:

    • Your order number

    • Clear photos of the issue

    • A brief description of the problem

  3. We will reply with return instructions and any required forms.

7. Questions?

If you have any questions about this policy, please email us at info@nowstevens.com. We’re happy to help!