Refund policy

More than anything, we want you to be completely happy with your purchase! If something doesn’t look or feel right, please email us at support@dearharbor.com and we’ll make it right!

1. CANCELLATIONS

  • Within 6 Hours: We can issue a refund if you request a cancellation within 6 hours of placing your order. Please note that a 30% cancellation fee of the total order value will apply to cover management, order processing, and non-refundable transaction fees charged by PayPal/Stripe.
  • After 6 Hours: Cancellation requests submitted later than 6 hours from the purchasing time cannot be accepted, as your custom order will have already entered our production process.

2. ORDER MODIFICATIONS

If you realize you have made an error in your shipping address or product customization, please email us as soon as possible. We will gladly help you update the information.

  • 12-Hour Window: We can only modify your order details within 12 hours of purchase.
  • Customer Responsibility: Customers void eligibility for free replacements or refunds if correct shipment information or design details are not provided within this 12-hour timeframe.

Please carefully review your order confirmation email sent immediately after checkout to ensure all details are correct.

3. REFUND & REPLACEMENT POLICY

Our policy lasts 30 days for replacement or refund requests. If 30 days have gone by since your purchase date, unfortunately, we cannot offer you a replacement or refund.

By placing an order on DearHarbor, you accept the following terms:

Because our products are customized and personalized, we generally offer free replacements instead of requiring physical returns. If your item arrives with a major issue, you do not need to return the original item—we will promptly send you a new replacement at no extra charge.

Eligible Cases for Full Refund or Free Replacement:

  • The item is significantly different from the product description or the preview shown on our website.
  • The item arrives damaged or defective due to a fault from our factory or the carrier.
  • You received the wrong item.

For other eligible cases not specified above, we may offer a partial refund (excluding shipping fees).

4. EXCEPTIONS & IMPORTANT NOTES

  • Customer Mistakes: We do not offer refunds or free replacements for errors made by the customer, including:
    • Incorrect selection of sizes, designs, colors, or styles.
    • Failure to carefully review the custom preview before checkout (all production files are generated automatically from your website preview).
    • Typos or incorrect dates entered in the personalization fields.
  • Color & Image Display: Please allow up to a 20% variance between advertised preview images and the actual physical item. Slight differences in color may occur due to photography lighting or individual monitor display settings.

5. HOW TO SUBMIT A CLAIM

To file a claim for a replacement or refund, please email support@dearharbor.com with the following required information:

  1. Order Number
  2. Clear Video or Photo of the Defective Item:
    • For printing errors: Include clear photos highlighting the error.
    • For print size or placement issues: Include photos of the affected item measured with a ruler or tape measure.
    • For missing items: Provide a clear image of the outer package showing the detailed shipping label for inventory verification.
  3. Full Delivery Address
  4. Contact Telephone Number

Our support team will review your submission. If eligible, a replacement will be produced and shipped to you at zero additional cost. In rare cases where sending a replacement is impractical, we will issue a full refund for the eligible item (including shipping costs).