Refund policy
Because every Shearora product is personalized and made to order specifically for you, we handle returns differently from off-the-shelf stores. We want you to love what you receive — so if anything is wrong on our end, we'll always make it right. Please read the details below.
Returns on Personalized Items
Since each item is custom-made with your details, we are unable to accept returns or exchanges for a change of mind, or for errors in the information you entered at checkout (such as spelling, size, color, or design selection). Personalized items cannot be resold, so please review your order carefully before completing your purchase.
We do, however, provide a free replacement or refund when the issue is our fault — see below.
Eligibility Window
Replacement or refund requests must be submitted within 15 days of the delivery date. Requests made outside this window may not qualify. To start a request, email us at support@shearora.com with your order number and clear photos of the issue.
Order Cancellation & Changes
- Within 12 hours of ordering: If your order has not yet entered production, you can cancel for a full refund or request a change to your personalization or address.
- After production has started: Because your item is already being made specifically for you, we are unable to cancel or change it.
- After shipping: Orders that have shipped cannot be cancelled.
To request a cancellation or change, email support@shearora.com as soon as possible.
Damaged, Defective, or Incorrect Items
We're happy to provide a free replacement or refund if:
- Your item arrives flawed, damaged, or defective, or
- You received an item that is materially different from what you ordered (wrong product, wrong personalization on our part, or a design different from what was shown at checkout).
Email us at support@shearora.com with your order number and clear photos of the item (detailed shots help us resolve it faster). Our team will review your claim, and if approved, we'll arrange a free replacement or refund — no need to ship the item back unless we specifically request it.
Please note: items that have been washed, worn, altered, or damaged through use are not eligible for a replacement or refund.
Missing Items
Orders with multiple items may ship in separate packages and arrive on different days. If an item is still missing after everything has arrived, contact us with your order number and a photo of what you received, and we'll ship the missing piece.
Shipping-Related Issues
Tracking shows "delivered" but you didn't receive it: We're unable to refund or reship orders the carrier marks as delivered. Please check with neighbors or your household first, then contact the carrier (e.g., USPS, UPS) directly with your tracking number for delivery details.
Tracking hasn't updated for a long time: If tracking shows no movement for more than 10 business days within the US, contact us and we'll investigate and arrange a replacement or refund where appropriate.
Incorrect address provided at checkout: We can't offer a refund or free replacement for orders that fail to deliver due to an incorrect or incomplete address entered by the customer. A re-shipping fee may apply to resend the order.
Package returned to sender (valid address): If a package is returned to us through no fault of yours, we'll gladly reship it.
How Refunds Are Processed
Once your refund is approved, it will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider. If you haven't received an approved refund after this time, check with your bank first, then contact us at support@shearora.com.
Exceptions
This policy does not apply to delays or losses caused by circumstances beyond our control, including severe weather, carrier disruptions, customs, or other force majeure events.
Need Help?
For any questions about returns or refunds, email us at support@shearora.com. We're real people, and we'll do our best to make things right.