At Treaja.com, we strive to provide our customers with high-quality products and exceptional customer service. If you have any issues with your order, please let us know and we will do our best to resolve the problem.
Misprinted/Damaged/Defective Items: Any claims for misprinted, damaged, or defective items must be submitted within 20 days after the product has been received. Please submit a problem report and include photos of the issue. Claims deemed an error on our part are covered at our expense.
Packages Lost in Transit: If your package is lost in transit, please submit a claim no later than 20 days after the estimated delivery date. We will work with the shipping carrier to investigate the issue and determine the appropriate resolution.
Wrong Address: If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Sealed Goods: Treaja.com does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
If you’re returning an item for other reasons (like sizing issues or buyer’s remorse), we ask that you cover the return shipping cost. We recommend using a trackable shipping service to ensure your return arrives safely.
To ensure that our custom-made products meet your expectations and minimize the need for returns, please:
- Check Our Size Guide: Since each product is uniquely crafted for your order, we ask you to please check our size guide carefully before making a purchase.
- Read Product Descriptions: We provide detailed descriptions and images of our products. Please review these thoroughly to understand what you’re purchasing.
Remember, we’re always here to help. If you have any questions or concerns about your order, don’t hesitate to reach out to us!
Returns and Exchange Policy FAQs
If you receive a defective or damaged item, please inform us within 20 days of its arrival. To help us address the issue, take a photo of the entire product laid flat on a well-lit surface, ensuring the defect or damage is clearly visible. Once we verify the defect or damage, we will arrange a replacement for you at no additional cost.
Please send your returns to: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273. Kindly note that this address is exclusively for product returns. But before returning your product, please contact us first prior to returning your product to make the appropriate decisions for refund or replacement, or when you have any different concern other than returns.
Once your returned item reaches our facility, the process depends on our prior communication:
- If you’ve previously discussed the return with our support team and we requested the return, we’ll promptly execute the previously agreed-upon decision, whether it be a refund, replacement, or another solution.
- If we receive the return without prior communication, we will contact you to understand the reason for the return and determine the appropriate next steps.
We encourage careful selection of sizes and products. For exchanges or returns due to size errors or buyer’s remorse, you will be responsible for return costs. If items are returned to us, we can ship them back, but you’ll bear the shipping cost. Unclaimed returns are donated to charity after 30 days.
Please inform us no later than 20 days after the estimated delivery date if your package hasn’t arrived. Once confirmed with our shipping carrier, we’ll cover the costs of reprinting and shipping a replacement.
If the package is returned to us due to an incorrect address, we’ll contact you for an updated one. You’ll bear the re-shipping cost. If the package wasn’t returned but the address was wrong, you’d need to place a new order at your cost.
If your package is marked as delivered but hasn’t arrived, check your property, with neighbors, or with the delivery service. If you can’t locate it, you’ll need to reorder, as we won’t cover the re-shipping or refund costs in such situations.