Shipping FAQs

General Shipping

1. Where are the products printed?
All products are proudly printed in the United States.

2. When are orders processed and shipped?
Orders are printed and shipped Monday through Saturday.

3. Can items from the same order be shipped separately?
Yes, some items may ship separately depending on availability.

4. How long does it take to process my order?
Processing takes 2-3 business days from the time you place your order.

5. What is the expected delivery time?
You can expect delivery within 8-15 business days from the shipment date. During peak seasons, delivery within the US may take up to 15-25 business days.

6. Do you offer global shipping?
Yes, we ship to over 100 countries! Shipping rates and fees may vary by location.

7. Can I track my order?
Absolutely! If a tracking number is available, it will be included in your confirmation email. You can use that to track your package online.

8. Can I combine multiple orders placed on the same day?
No, multiple orders cannot be combined. Each order will be shipped separately.

9. Can I ship to multiple addresses in a single order?
Unfortunately, no. If you want to ship to different addresses, you must place separate orders for each location.

10. Can I change the shipping address after placing my order?
Once your order goes into processing, we are unable to modify the shipping address.

Tracking

11. When will I receive my tracking number?
If available, a tracking number will be sent with your confirmation email once your order ships.

Returns & Exchanges

12. What is your return policy?
We offer a full refund with no questions asked if you’re not satisfied.

13. What if I receive a defective or damaged product?
If your product is defective or damaged, we’ll replace it at no extra cost. Just contact us within 30 days of your purchase.

Customs Charges and Delays

14. Will I need to pay customs fees or import taxes?
Some countries may require import taxes, duties, or customs fees, which are determined by the local customs office. Paying these fees is the responsibility of the buyer.

15. Can customs cause delays in delivery?
Yes, customs inspections may cause delivery delays, which are beyond our control. If you have concerns, please contact your local customs office.

Customer Support

16. How can I contact you if I have questions about my order?
Feel free to email us at [email protected] if you have any questions or concerns about your shipment. We’re happy to help!

 

Payment FAQs

Accepted Payment Methods

1. What payment methods do you accept?
We accept the following payment methods:

  • Debit and credit cards (Visa, MasterCard, Discover, and American Express)
  • PayPal (guest checkout available if you don’t have a PayPal account)
  • Apple Pay (available only when using Safari on an iPhone, iPad, or Mac)

PayPal Payment Details

2. Can I use PayPal without an account?
Yes, you can use PayPal as a guest without creating an account.

3. What happens if PayPal doesn’t support my currency?
If PayPal doesn’t support your currency, your payment will be charged in U.S. dollars.

4. Why was my PayPal payment declined?

  • Check if your PayPal account has a transaction limit.
  • Make sure the billing and shipping addresses are in the same country, as PayPal may decline the transaction otherwise.
  • Try using incognito mode or a different browser/device.

5. What can I do if PayPal still doesn’t work?
If PayPal isn’t working, please try paying with a credit or debit card.

International Fees

6. Why am I seeing international fees on my credit card?
We are a global company, and your payment may be routed through the U.S., U.K., Canada, or Singapore. Some credit card issuers charge international fees, which we have no control over.

Troubleshooting Failed Payments

7. What should I do if my card payment fails?
Try the following solutions:

  • Double-check the card number, expiration date, CVV code, and billing address.
  • Ensure you have sufficient funds available.
  • Verify if your card has an authorization or low online transaction limit.
  • Refresh the page or log out and back into your account.
  • Try placing a new order instead of continuing with the same one.
  • Use incognito mode or a different browser or device.
  • If the issue persists, contact your bank to ensure international payments are not being blocked for security reasons.

Security Measures

8. Is my payment information secure?
Yes! We take your privacy and security seriously:

  • Our site is secured with an SSL certificate, which encrypts data to prevent unauthorized access.
  • We never store your credit card information on our servers.
  • Every transaction is verified with the credit company and authorized before processing.
  • CVV verification is required for all credit/debit card payments.

Further Assistance

9. How can I contact you if I have payment-related issues?
For any payment questions or concerns, you can:

If you encounter any difficulties, don’t hesitate to reach out—we’re here to help!

Returns, Refunds, and Replacements FAQs

General Satisfaction Policy

1. What should I do if I’m not happy with my purchase?
We want you to be fully satisfied with your purchase! If something doesn’t look or feel right, contact us via:

We’ll do our best to make it right!

1. Defective or Damaged Items

1.1 What is the timeframe to request a refund or replacement?
You have 30 days from the delivery date to request a refund or replacement for defective or damaged items. After this period, we unfortunately can’t offer a replacement or refund.

1.2 Do I need to return defective items to get a refund or replacement?
No, you do not need to return defective items. Just follow the instructions to file a claim.

Eligibility for Refunds or Replacements

1.3 When am I eligible for a full refund or replacement?
A full refund or replacement is available if:

  • The item is significantly different from the description or preview.
  • The item is damaged due to a factory or carrier fault.
  • You received the wrong product (not what you ordered).

Note:

  • For other cases, we only offer a partial refund, excluding the shipping fee.
  • A 20% variation between advertised images and actual products is allowed due to differences in lighting, photo shooting, or display screens.

How to File a Claim

1.4 What information do I need to provide to file a claim?
Email us at [email protected] or use our contact form. Be sure to include:

  • Order number
  • Photos or videos of the defective product
  • For printing issues: Photos of the printing error
  • For sizing issues: Photos with a measuring tape or ruler showing measurements
  • Missing items: Photos of what you received and the shipping label
  • Non-functional products (e.g., LED lights): A video showing the issue

Our team will review your claim and, if approved, send a replacement free of charge. If a replacement isn’t practical, we’ll issue a full refund, including shipping.

Exceptions

1.5 What situations are not eligible for refunds or replacements?
We typically do not accept refunds or replacements due to:

  • Incorrect selection of sizes, designs, or colors.
  • Failure to carefully preview the design before placing the order (as printing files are generated exactly as shown in the preview).

2. Lost or Missing Items

2.1 What if my items are lost or missing?
If your order hasn’t been updated for:

  • 14 days for domestic orders
  • 21 days for international orders

You can request a replacement or refund by contacting us with your order number at:

Note: Refunds or replacements are not available for incorrect or incomplete addresses provided by customers.

3. Refunds and Replacement Process

3.1 Can I return items?
Since our products are customized, we do not accept returns. You are welcome to keep, donate, or dispose of the items as you see fit.

3.2 What is the replacement shipping timeframe?
Replacement orders follow the same timeframe as normal orders. You can view our shipping policy here: https://rugbyfanstore.com/shipping-information/

3.3 How long does it take to receive my refund?
Once your refund is processed, we’ll send a confirmation email. Please allow 7-10 days for the refund to reflect in your account, depending on your bank.

Important Note

By placing an order, you agree to all the terms and conditions outlined above.

If you have additional questions or need further assistance, don’t hesitate to contact us at [email protected] or through our contact form: https://rugbyfanstore.com/contact/