Every Kymalo piece is personalized and made specifically for you, so all sales are final. If we make a production or printing error, the item has a manufacturing defect, or we send the wrong item, we’ll make it right with a free replacement.
Contact us within 30 days of delivery and include your order number and clear photos of the issue.
REPLACEMENT FAQ
What problems are eligible for a free replacement?
Contact us if your item has a production or printing error, a manufacturing defect, you receive the wrong item, or the finished product is materially different from what you ordered or saw in your on-screen preview.
We review each claim using your order details and the photos you provide. Approved claims receive a free replacement.
Can I return or exchange a personalized item?
No. Personalized and made-to-order items cannot be returned, exchanged or refunded because you changed your mind, selected the wrong size, or want to use a different photo or design after production.
Please review the preview and check the Size Chart before placing your order.
How do I report a problem?
Use our Contact Us page within 30 days of delivery. Include your order number, a short description, one photo showing the full item and clear close-up photos of the problem.
What happens after my claim is approved?
We will produce and ship a replacement at no charge. Our team will confirm the replacement details with you after reviewing the order and photos.
Do I need to return the original item?
Please do not mail anything back unless our support team asks you to. If a return is needed, we will provide the instructions before you ship the item.
How long does a replacement take?
We will email you when the replacement is approved and send tracking as soon as it ships. Because each replacement is made to order, our team will confirm the expected timing when your claim is approved.
What does the optional 90-Day Worry-Free Shipping Protection include?
For $5.99 per covered item, this optional protection provides one free replacement for a package that qualifies as delayed or lost, is stolen after being marked delivered, or is visibly damaged in transit. It does not provide a refund.
A delivery qualifies as delayed after 30 calendar days from shipment and lost after 60 calendar days from shipment. The protection does not cover a wrong size, change of mind, an incorrect address, customs refusal, normal wear or damage that happens after delivery.
Kymalo production or printing errors, manufacturing defects and incorrect items are already eligible for a free replacement under our standard policy, even if you did not purchase shipping protection.
How do I submit a shipping protection claim?
First check the latest status at Track Order, then use our Contact Us page with your order and tracking numbers.
Report visible transit damage or a package marked delivered but not received within 7 days of the carrier update. All protection claims must be submitted no later than 90 days from the purchase date.
For transit damage, include photos of the outer packaging, inner packaging, shipping label and damaged item. We may request carrier confirmation or other supporting documentation for a missing or stolen package.
HELPFUL CLAIM TIPS
Report it within 30 days: Contact us as soon as you notice the problem.
Show the full item and the detail: Send one full-item photo plus close-ups taken in clear light.
Keep the packaging: If the parcel was damaged, photograph the mailer or box and shipping label before discarding them.
Include your order number: This helps us find your design and review the claim faster.
Wait before sending anything: Do not return the item unless our team provides instructions.
