Returns & refunds

Damaged, defective or wrong items

If your order arrives damaged, has a manufacturing defect, or is not what you ordered, contact us within 14 days of delivery with your order number and a photo of the problem. We will send a replacement or give you a full refund, including shipping, at no cost to you. This applies to every item, personalized or not. We may ask you to return the item, in which case we provide a prepaid return label.

30-day returns on standard items

Items that are not personalized can be returned within 30 days of delivery for a refund, as long as they are unused, in their original condition and packaging.

• Contact us first so we can confirm the return and send you the return address. Returns sent without contacting us may not be accepted.
• You pay the return shipping cost, and the original shipping cost is not refunded, unless the return is because of our error.
• We recommend a trackable shipping service; we cannot refund a return that does not reach us.

Personalized and custom items

Personalized items are made just for you and cannot be resold, so they cannot be returned for a change of mind. This includes:

• items with your own text, name, photo, logo or artwork;
• custom map posters;
• NFC tags and keychains programmed with your contact details or link;
• custom projects quoted individually, and retailer kits made to your order.

Personalized items are still fully covered for damage, defects and errors on our side, as described above. Please review the preview and details of personalized items carefully before ordering — we produce exactly what you confirm.

The artwork setup fee covers design work done for you and is non-refundable once that work has started, unless we are unable to deliver the design.

Cancellations

You can cancel an order for a full refund until it goes into production. Contact us as soon as possible; once production has started, standard items follow the return policy above and personalized items cannot be cancelled.

How refunds are paid

Refunds go back to the original payment method. We issue them within 3 business days of approving your claim or receiving and inspecting your return, and they usually appear on your statement within 5–10 business days after that, depending on your bank or card issuer. We will email you when your refund is issued.

Before you open a dispute

If there is a problem with a charge, please contact us first — we answer quickly and can usually resolve it faster than a card dispute.

Contact us

• Email: info@stuscle.com
• Phone / text: +1 (508) 801-8190
• Or use our contact page.

For shipping times and lost packages, see our shipping policy.