Refund policy
Refund Policy – USA Esscape Life
At USA Esscape Life, every product is made to order specifically for you. Because each item is custom produced after your purchase, we cannot accept returns or refunds in every situation. Please review our policy below before placing your order.
Damaged, Defective, or Incorrect Items
If your order arrives:
- Damaged during shipping
- Defective or misprinted
- Different from what you ordered
Please contact us at cs@usaesscapelife.com within 7 days of delivery and include:
- Your order number
- Clear photos showing the issue
After reviewing your request, we will provide one of the following at no additional cost:
- A replacement item
- A full refund
- A partial refund (when appropriate)
Lost Packages
If your package has not arrived within the estimated delivery window, please contact us.
We will work with the shipping carrier to investigate the shipment. If the package is confirmed lost, we will either:
- Send a replacement
- Issue a full refund
Items Not Eligible for Refund or Return
Since every order is produced specifically for you, we cannot accept returns or refunds for:
- Incorrect size, color, or product selected by the customer
- Change of mind after placing an order
- Orders with incorrect shipping information provided by the customer
- Personalized products with customer-provided spelling or customization errors
- Requests submitted more than 7 days after delivery
Please double-check your order before completing checkout.
Personalized Products
Products customized with names, numbers, photos, or other personalized information are considered Final Sale.
- Personalized products cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.
- Please carefully review all customization details before submitting your order.
- We are not responsible for customer-entered spelling or personalization mistakes.
Order Changes & Cancellations
Orders may be canceled or modified within 12 hours after purchase.
After this period, production begins immediately and orders can no longer be changed or canceled.
If you need assistance, please contact cs@usaesscapelife.com as soon as possible.
Return Shipping
If the error is ours
- We cover all return shipping costs.
- If a return is required, we will provide a prepaid return shipping label.
- You will receive either a replacement or a full refund.
If the error is not ours
- Made-to-order products cannot be returned due to customer ordering mistakes.
- Personalized items are not eligible for return or exchange.
How to Request a Refund
- Email cs@usaesscapelife.com within 7 days after delivery.
- Include your order number.
- Attach clear photos showing the issue.
- Our support team will review your request within 24–48 business hours.
- If approved, we will provide further instructions or arrange your replacement or refund.
Refund Processing
Once your refund has been approved:
- Refunds are processed within 5–7 business days.
- Refunds are issued to your original payment method.
- Your bank or credit card provider may require an additional 3–5 business days before the refund appears in your account.
Exchanges
We do not offer direct exchanges.
If your item qualifies because it arrived damaged, defective, or incorrect, we will replace it or issue a refund.
Need Help?
If you have any questions regarding your order, please contact our customer support team.
Email: cs@usaesscapelife.com
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)
Thank you for shopping with USA Esscape Life. We appreciate your trust and are committed to making things right whenever something doesn't go as expected.