Return/Exchange/Refund Policy

At Captivated Gifts, we want you to be completely satisfied with your order. We've created this return and exchange process to make your experience as effortless as possible!

Unworn, unwashed, unused with tags and in its original packaging merchandise can be returned or exchanged within 30 days of the delivery date of your order.

All online order returns, refunds and exchanges must be made through our returns process through our customer service team via support@captivatedgifts.com.

Please note, any health/wellness items cannot be returned or exchanged.

HOW TO RETURN OR EXCHANGE AN ITEM

  • To begin the returns process, please send an email to our customer service support team at support@captivatedgifts.com with your Name, Order Number, Video of the defective product/incorrect item and reason for return/refund.
  • As soon as we receive the request, our customer service team will review the order and will provide feedback within the next 24-48 hours.
  • If the order qualifies as approved for return/refund, our team will be sending you a return shipping label as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • You need to use the return label sent by our customer service team. Do not send returns to the original address.
  • You will be notified when your return has been received at our warehouse. Once received, we can do one of the following options:
    • We can refund your original form of payment within 10 business from receiving your return at our warehouse.
    • We can send a replacement of the order within the 72 hours of receiving your return at our warehouse.

If your tracking number states your order was delivered, but you claim you did not receive it, we have to rely on the tracking number. We would require you to provide us a claim id from the local post office and validate it is the missing order.  As soon as the review is complete by our customer service team, we will be sending a replacement.

The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.

We charge a 30% restocking fee for any kind of custom apparel, flags and custom design items.  

Unfortunately, we cannot accept returns on sale items, gift cards, or personal care/beauty products.

Refunds

We will notify you once we're received and inspected your return and advised you if the refund was approved or not.  If approved, you'll be automatically refunded on your original payment method within 10 business days.  Please remember it can take some time for your bank or credit card company to process and post the refund as well.  If more than 15 business days have passed since we're approved your return, please contact us at support@captivatedgifts.com.

Returned to Sender

If you provide the wrong address, and your order is returned to us by the mail carrier, we will reship it to you. You will need to pay a shipping and handling fee to cover the costs of reshipping. If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, priority processing or insurance. There will be a 30% restocking fee taken out of the refund as well.

Sometimes these packages are refused by the manufacturer and destroyed by the postal carrier. Sometimes they end up lost in transit. In any case in which we do not receive the package back, we can provide a 50% store credit towards a new item.

If you provided the correct address, we will reship the order to the same address free of charge. If you want to change the address, you will need to pay the shipping and handling fee.

Order Cancellation

All of our products are printed on demand, especially for each customer at the time that they order. Because of this, we can only cancel or modify orders within the first 12 hours after purchase.

Clearance Items

Items sold on clearance cannot be returned or refunded. They may not include original packaging. We make no guarantees about the condition of these items.

Warranties

Our standard refund and replacement policy lasts 30 days from the date your tracking number shows your order was delivered. If any extended warranty is purchased, that item's warranty will be extended for the warranty period. 

International Shipping

Customs Duties, Tax and charges are not included in our base price. This is a shopper’s responsibility as each country has different Custom Duties and Laws of Taxation.

Questions

Have more questions? Reach out to our Customer Support Team email: support@captivatedgifts.com  Mon-Fri 9am-5pm ET.