Refund policy
Order Cancellation
Cancellation of orders is permitted for Non-Rush orders within 24 hours of placing your order. If you need to cancel or change an order, please Contact SPS as soon as possible with your name and order number.
Orders requesting Rush Service cannot be cancelled.
Regular Returns & Exchanges
Returns of merchandise accepted with a receipt, within 14 days of order. Items must be unused/unworn in the original packaging with tags attached and be odor free. Refunds will be issued as Store Credit for eligible returns. Seasonal products are not eligible for returns. Clearance and Last Chance items are final sale and not eligible for returns. Customer is responsible for return shipping except in cases of store error (incorrect item or defective/damaged product). Credit is issued once return is received and inspected.
Custom and Personalized Products
At Soaring Phoenix Studios, we take great care in creating uniquely personal, one-of-a-kind items for our customers. Each custom order is provided a proof by email to ensure your satisfaction. We will not begin your order until you have reviewed and approved the project proof. Please verify spelling, grammar and any unique features of your project carefully as production typically begins as soon as initial approval is received. Some Personalized items can be ordered directly on our website by entering the font choice and your personal text. Verification of spelling for names or messages and any date or other number sequence is done at the time you place the order, and no proof is emailed.
- For Custom Items, Please Review Your Proof Carefully. Once SPS receives your approval, we are not liable for any errors including incorrect spelling, punctuation or grammar made during personalization. This includes, but is not limited to color, image resolution or placement. Any requested changes should be made before you approve your final proof.
- For Online Personalization Orders, Please Verify Your Text for Accuracy. Production of Online Personalization orders is begun shortly after we receive the order. Once in production, no changes can be made.
- Return of Custom or Personalized products is not accepted except in cases of defective or damaged merchandise. Because our products are individually created, some variation should be expected. Woodgrains, metal colors and other naturally occurring differences are not considered defects.
- Returns of Custom or Personalized products are considered on a case-by-case basis and only in cases of defects that impede the product from its intended use.
- Our Guarantee - If we determine that SPS has made an error between the approved proof and the final product, we will correctly replace the item at no additional cost to you
Damages and issues
Please inspect your order upon its arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned including custom products (such as special orders or personalized items). Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Hello@soaringphoenixstudios.com.
