Returns, Replacements & Refunds Policy
Last updated: July 16, 2025
Because our products are made to order, we do not accept change‑of‑mind returns. However, we stand behind our quality and will make it right for eligible issues as outlined below.
Eligibility window
- You must contact us within 30 days of delivery (or, for lost shipments, within 30 days of the last carrier scan) to be eligible for a resolution.
Eligible cases
We will reprint/replace (or, if a replacement is not possible, refund) for:
- Defective items (printing errors, material defects, excessive misalignment).
- Damaged in transit (provide photos of packaging and item).
- Wrong item/size/color shipped compared to your order confirmation.
- Lost shipments where the carrier confirms loss or there is no movement for a reasonable period after investigation.
Not eligible
- Buyer’s remorse, wrong size ordered, or slight color differences due to screen settings.
- Wear and tear, improper care, or damage caused by the recipient.
- Orders with incorrect/insufficient addresses provided by the customer.
What we need from you
- Your order number and email address used at checkout.
- Clear photos of the entire product and the issue (e.g., misprint, defect), and of the packaging/label where applicable.
- For size/fit concerns related to an eligible defect, include a tape‑measure photo if useful.
Resolution options
- Replacement/reprint is our default remedy.
- Refunds (to the original payment method) are provided when a replacement is not feasible or stock is unavailable.
- If only part of an order is affected, we will replace/refund only the affected items.
Return shipping
- In most cases we do not require returns for defective items. If a return is required, we will provide instructions and a prepaid label. Unauthorized returns may be refused.
Cancellations & edits
- Orders can be cancelled or edited only before production begins. Production often starts within hours. Please contact us immediately if you need changes.
Chargebacks & disputes
- We are committed to resolving issues quickly. Opening a chargeback before contacting us can delay resolution. Please email support first.
How to contact us:
Contact with the subject line: Order Issue – [Order #]. We aim to respond within 1–2 business days.
Contact Info:
BIVA SOLUTION GLOBAL LLC
US Address: 5830 E 2ND ST, STE 7000 #25508 CASPER, WY 82609, US
Email: [email protected]
Binh Nguyen, Manager
Email: [email protected]
Phone: +84 967605405
Vietnam Address: Kp Hiep Luc, Dinh Quan town, Dinh Quan district, Dong Nai Province, 76700 Vietnam
Huy Phan, Sale
Email: [email protected]
Phone: +84 379405150
Vietnam Address: Tan Ha, Da Quyn, Duc Trong District, Lam Dong Province, 66800 Vietnam