Returns & Refund Policy
We stand behind
every order we make.
Custom products are made to order — which means they can't be returned the way off-the-shelf items can. Here's exactly what we cover, and what we don't.
Our Policy
Custom products are made to order.
Every fan we produce is custom made specifically for your order. We don't stock inventory — your fans are printed and assembled after you approve your proof. Because of this, we cannot accept returns on custom products unless there is a manufacturing defect or an error that we made.
This is standard practice for any print-on-demand business. The proof approval process exists precisely to give you full control before production begins. We take that review seriously — and we expect you to as well.
Important
Review your proof carefully. Check every detail: spelling, colors, layout, sizing. Once you click approve, production begins immediately and cannot be reversed. You have 48 hours from proof delivery to approve or request a revision.
When We Cover It
What we will fix, replace, or refund.
If the issue is on our end, we take full responsibility. Here's what we cover:
In any of the above cases, we will arrange a full replacement or full refund — your choice. We do not charge any fees for errors that are our responsibility.
What We Don't Cover
Errors in approved proofs.
If you approved a proof that contained an error — a typo, a misalignment, a wrong color — we are unable to offer a refund or replacement. Your approval is your final confirmation that everything looks correct.
We also don't cover:
- Changes of mind after production begins
- Event date changes or cancellations
- Errors in artwork that you uploaded (we review for print quality, not for content accuracy)
- Color variations between on-screen appearance and printed output (slight variation is normal in sublimation printing)
- Delivery delays caused by the shipping carrier after we hand off the order
If you're unsure about how something will print, order a sample first — or upgrade to our Custom Design service so our team handles the design and you have more confidence in the result.
Late Delivery
Late Delivery Policy
For lost or damaged packages, see our Shipping & Delivery page.
Most orders are delivered within approximately 30 days of proof approval. 97% of orders arrive within 35 days.
No refunds, credits, or compensation are issued until after you have received your order. We do not initiate cancellations on our end. All cancellations and claims must be initiated by you.
If your order arrives later than 35 days after proof approval, you may submit a claim requesting one of the following:
Orders received between days 35–60 after proof approval
- Cancel and return the order — 50% refund to your original payment method. Production costs on custom products are not recoverable, so a full refund is not available during this window.
- Keep the order — 25% refund to your original payment method plus 25% store credit toward a future order.
Orders received after 60 days from proof approval
You may request a full refund and return the order.
Production and Shipping Delays
Our fans are manufactured overseas and shipped to our US facility before being sent to you. Occasionally, international shipping or customs processing between our factory and our facility can cause delays beyond our standard timeline. While we work to minimize these delays, we cannot guarantee delivery timelines when customs holds or international logistics issues arise. The late delivery policy above is our commitment to making it right when delays affect your order.
How to File a Claim
To request compensation under this policy, open a ticket through our Contact page. Include your order number, proof approval date, and delivery date. We aim to respond within 1 business day.
Order Cancellations
Cancel before your proof. Full refund.
You may cancel your order at any time before you approve your proof. We will issue a full refund — no cancellation fees.
Once you approve your proof, production begins immediately. At that point, the order cannot be cancelled and no refund will be issued except in the cases described above (defect, error on our part, damage in shipping).
To cancel, email hello@mycustomfan.com with your order number as soon as possible. If your proof has not yet been approved, we will process your cancellation within 1 business day.
How to File a Claim
Contact us within the claim window.
For quality issues or damaged orders: contact us within 5 business days of receiving your order. For concerns about your proof before approval: contact us within 48 hours of receiving the proof email.
Include in your email:
- Your order number
- A description of the issue
- Clear photos of the problem (for damage and defect claims)
We aim to respond to all claims within 1 business day and resolve them within 5 business days.
Questions about this policy?
Email hello@mycustomfan.com — we respond within 24 hours.
Ready to place a confident order?
We review every proof before production. You approve before anything prints. Free shipping included. Minimum 10 fans.