Return & Refund Policy (Pop Collabs)

Last updated: [Dec 24th, 2025]

We want you to love what you ordered. If something isn’t right, we’ll do our best to make it right—fairly and quickly.

1) Key definitions

• Personalized / Made-to-Order items: Items customized for you (for example: adding a name, number, or custom text).

• Non-personalized items: Items that are not customized.

• Issue types:

  • Damaged / defective: Arrived broken, torn, stained, misprinted, or not functioning as expected.

  • Wrong item received: You received a different item than what you ordered.

  • Our personalization mistake: The personalization does not match what you submitted in your order.

2) Personalized / Made-to-Order items (important)

Because personalized items are made specifically for you, they are final sale and not eligible for return or exchange for reasons like:

• You chose the wrong size

• You changed your mind

• You entered a name/text incorrectly

• You no longer need the item

But—if we made a mistake or your item arrived damaged/defective, we will fix it.
In these cases, we will offer a free replacement (preferred) or a refund, depending on the situation.

3) Non-personalized items: returns & exchanges

If your item is not personalized, you may request a return within [30] days of delivery, as long as:

• the item is unused, unwashed, and in original condition

• it’s returned with original packaging (when possible)

If you want a different size or style, we usually handle it as a return + new order (so you can get the replacement faster).

4) If your order arrives damaged, defective, or incorrect

Please contact us within [7] days of delivery so we can help quickly.

To speed up the process, include:

• Your order number

• A clear description of the issue

• Photos of the item and packaging (if damaged)

• A photo showing the shipping label (if possible)

Once verified, we’ll offer a replacement or refund.

5) How to start a return / refund request

Email us at: [Support Email]
Subject line suggestion: “Return Request – Order #[____]”

We’ll reply with next steps and, if approved, return instructions.

6) Return shipping costs

• If the return is due to our error (wrong item, defect, damage, or our personalization mistake), we will cover the cost or provide an appropriate solution.

• If the return is due to customer preference (non-personalized only), the customer is responsible for return shipping costs.

• Original shipping fees (if any) are typically non-refundable, unless required by law or the issue is our fault.

7) Refund timing

• Once your return is received and inspected (if applicable), refunds are processed within [5–10] business days.

• Refunds go back to your original payment method.

• Your bank/payment provider may take additional time to post the refund.

8) Order changes & cancellations

We begin processing orders quickly—especially personalized items—so changes/cancellations are not guaranteed.

If you need to change or cancel, please contact us as soon as possible. If production has already started or the item has shipped, we may not be able to stop the order.

9) Packages marked “delivered” but not received

If tracking shows “delivered” but you don’t have the package:

• Check with household members/neighbors, building management, or your local carrier

• Then contact us and we’ll help you investigate

10) Contact us

Email: support@popcollabs.com
Phone (optional): +1 (516) 484-6996
Business Address: The Northwest Group
900 Merchants Concourse, Suite 216
Westbury, NY 11590