Refund policy

Last updated: September 5, 2026

Made-to-order products

Crusty Shellback Designs makes each product after an order is placed. We do not offer returns or exchanges solely for a change of mind, or for a size, color, or style that you selected incorrectly. Please review the product details and size guide before ordering. This does not affect remedies for faulty or incorrect goods or other rights required by applicable law.

Damaged, defective, misprinted, or incorrect items

If your order arrives damaged, has a manufacturing or printing defect, or contains the wrong item, contact us promptly through our Contact page. Please contact us within 30 days after delivery where possible, so we can investigate with our fulfillment partner.

Include your order number and a description of the problem. Keep the item and packaging, and have clear photos ready; we may request photos to review the issue. After review, we will arrange an appropriate replacement or refund for a confirmed problem. You will not be charged to return or replace an item when the issue is our error or a covered defect.

The 30-day reporting request helps us resolve issues promptly. It does not shorten any rights or remedies you have under applicable law.

Missing orders

If an order has not arrived, contact us promptly, preferably within 30 days after the estimated delivery date. We will investigate tracking, address details, and the carrier's findings and arrange an appropriate resolution, which may include a replacement or refund. If tracking says delivered but you cannot find the package, please contact us so we can help investigate.

Contact us before returning an item

Do not send an item back without instructions from us. Our products can be fulfilled at different facilities, so the correct return address depends on the order. We will tell you whether a return is needed and provide instructions. A return is not always required for a confirmed quality issue.

Cancellations and changes

Contact us as soon as possible if you need to cancel or change an order. We will try to help before fulfillment begins, but changes and discretionary cancellations may not be possible after production starts. This does not limit cancellation or refund rights required by law, including rights relating to shipping delays or faulty goods.

Refunds

When a refund is approved, we will notify you and issue it promptly to the original payment method. Your bank or payment provider may require additional processing time before the credit appears. Where a full refund is due, it includes applicable amounts paid for the affected order or items, including shipping when required. We do not substitute store credit for a refund you are legally entitled to receive.

Questions

Contact Crusty Shellback Designs at crustyshellback@yahoo.com or through our Contact page. Include your order number if your question concerns a purchase. See our Shipping policy for production, delivery, and address information.