Refund, Resend & Returns Policy

Effective Date: 28 December 2024

At OneCrate, customer satisfaction is our top priority. We’re committed to delivering top-trending products with reliable service. Please review our updated Refund, Resend, and Returns Policy to understand how we handle issues with your orders.

⚠ Important: All disputes must be submitted through the appropriate platform. Failure to follow this process may result in a delay or denial of support.

✅ What Qualifies for Refund, Resend, or Return

We will process a refund, resend, or return under the following circumstances:

1. Order Delays

We offer refunds or resends for orders that show no tracking progress or are delayed beyond expected timelines:

  • USA: 45 days after shipment

  • Brazil: 110 days after shipment

  • Other countries: 100 days, depending on the shipping method

ℹ️ Delays may be caused by customs, incorrect addresses, or unclaimed packages. Please check with your local post office before submitting a dispute.

2. Orders Not Received

  • No refund/resend if tracking confirms delivery.

  • Refund/resend eligible if a non-delivery certificate is provided from your local post office confirming the item was not received.

🚨 Tracking updates like “unclaimed,” “returned to sender,” or “address not found” must be addressed with your local courier.

3. Damaged Products

  • Full refund or replacement for severely damaged items.

  • Partial refund or replacement for minor damage (e.g., small scratches or creases).

💡 Packaging damage is not covered due to international shipping handling.
🕒 Electronics damage must be reported within 30 days of delivery.

4. Incorrect or Missing Items

  • Full refund or replacement for incorrect products.

  • Partial refund or resend for minor issues (e.g., wrong color/size that doesn’t affect usage).

  • Full resend if key components are missing and impact functionality.

📸 Please include clear photos with measurements for sizing issues.

5. Order Cancellations

  • Full refund if the order is canceled before it’s processed or shipped.

  • No cancellations for custom-made or pre-order items once payment is completed.

🔍 How to Submit a Dispute

To help us resolve your issue efficiently, please provide:

  • Photos/videos of damaged or incorrect items

  • Screenshots of customer complaints (with name, date, and details)

  • Return of product if requested by our support team

📧 Contact us at support@onecrate.shop before opening a dispute.

⚠ Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be filed within 7 days of the delivery or expected delivery date.

2. Force Majeure

We are not responsible for delays caused by uncontrollable events, including:

  • Natural disasters

  • Customs inspections

  • Wars or civil unrest

  • Epidemics or pandemics

3. Shipping Method Restrictions

Some economy shipping methods do not include tracking. Disputes for lost packages under these methods may not be processed.

4. Delivery Location Restrictions

Certain regions may experience longer delivery times or lack reliable tracking. Disputes from these regions may be limited.

📦 Returns Policy

  • Returns must be authorized in advance. Unauthorized returns will not be accepted.

  • Return window: Within 30 days of delivery.

  • Return address: Only designated warehouses; return instructions will be provided upon request.

Note: Due to international shipping costs, we generally do not recommend returns unless necessary.

🛠 Service-Based Products

  • Services (e.g., custom work, digital content, packaging) are non-refundable once fulfilled.

  • Disputes over service quality may not be accepted unless the service underwent a quality check.

❌ Unacceptable Disputes

We do not accept disputes based on:

  • Change of mind

  • Minor aesthetic differences

  • Product odor

  • Buyer’s mistake in choosing item or size

  • Delays due to customs or buyer non-compliance

  • Tracking showing successful delivery

  • Orders returned or discarded without authorization

📝 Important Clarifications

  • Closed Orders: Disputes cannot be opened after the order status is marked “closed.”

  • Untraceable Tracking: Orders shipped via non-trackable methods cannot be disputed after shipment.

  • Remote Locations: Remote areas may incur extra shipping fees and longer delivery times.

  • Destination Limits: We do not guarantee delivery or accept disputes from certain countries/regions due to shipping limitations. (Full list available upon request.)

💬 Need Help?

Have questions or unsure about your eligibility for a refund, resend, or return?
👉 Contact our customer support team: contact@onecrate.shop

We’re here to help make your shopping experience smooth, reliable, and trend-forward.