Return & Refund Policy
At New Shiny Sun, every product is made especially for you after your order is placed. We want you to feel good about what you receive, and if something is wrong because of a production, fulfillment, or delivery issue, we'll work to make it right.
Damaged, Defective, or Misprinted Items
If your order arrives damaged, defective, or misprinted, please contact us within 30 days of receiving your order.
Please include:
- Your order number
- A brief description of the issue
- Clear photos showing the problem
Once we've reviewed the issue, we'll determine the appropriate solution, which may include a replacement or refund.
Wrong Item Received
If you receive an item that is different from what you ordered—for example, the wrong product, size, color, phone model, or design—please contact us within 30 days of receiving your order.
Please include your order number and clear photos of the item received.
We'll review the order and work with you toward an appropriate resolution.
Made-to-Order Products
All New Shiny Sun products are created on demand specifically for each order.
Because of this, we do not accept returns or exchanges for:
- Change of mind
- Ordering the wrong size
- Selecting the wrong color
- Selecting the wrong phone model
- Choosing the wrong product option
- Preference for a different design or product after delivery
Please review the product description, size guide, color selection, phone model, and other product options carefully before completing your purchase.
Sizing
Please use the size guide provided on each apparel product page before ordering.
If the product you receive matches the size you ordered but the fit is not what you expected, we normally cannot offer a return or exchange because a new item would need to be produced specifically for you.
However, if the garment is mislabeled or you receive a different size from the one you ordered, please contact us within 30 days of receiving your order so we can investigate.
Order Changes and Cancellations
If you need to change or cancel an order, please contact us as quickly as possible after placing it.
Because orders may enter production soon after they are submitted, we cannot guarantee that a change or cancellation will be possible once fulfillment has started.
If we are able to stop the order before production begins, we will let you know what options are available.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address during checkout.
If you notice an address mistake, please contact us as soon as possible.
We may be able to correct the address if the order has not entered production or shipped yet, but address changes cannot be guaranteed once fulfillment has started.
If a package cannot be delivered because an incorrect or incomplete address was provided by the customer, additional shipping charges may be required to send the order again.
Lost Packages
If your package appears to be lost, please contact us within 30 days after the estimated delivery date.
Please include your order number so we can review the tracking information and work with our fulfillment and shipping partners to investigate.
If an order cannot ultimately be delivered and a replacement is not appropriate, we will provide a refund where required by applicable law or when the circumstances qualify for a refund under this policy.
Refunds
When a refund is approved, it will be issued to the original payment method used for the purchase.
Please allow additional time for your bank, credit card company, or payment provider to process and post the refund after it has been issued.
Original shipping charges are generally non-refundable unless the refund results from a qualifying fulfillment, product, shipping, or delivery issue.
Processing times can vary depending on your financial institution.
Do You Need to Return the Item?
For many qualifying damaged, defective, misprinted, or incorrect products, you may not need to physically return the item.
Please contact us before sending anything back.
Do not mail products directly to Printful or to any address shown on the package unless New Shiny Sun specifically instructs you to do so.
Sending an item without contacting us first may delay or prevent us from properly resolving the issue.
Contact Us
If you have a problem with your order, please contact us at:
Email: care@newshinysun.com
Please include your order number whenever possible so we can assist you faster.
We appreciate the opportunity to make things right.