Return and Exchange Policy
Return & Exchange Process Flow
At Treasure Portal Creations, we want you to be completely satisfied with your order. We've created this return and exchange process to make your experience as effortless as possible!
***We recognize that when you order a custom-made item, it's more than just a purchase; it's a collaboration to bring your vision to life. Because of the personalized nature of these items, once production starts, it's not feasible to offer refunds. However, we want to assure you that we're here to address any concerns or issues that may arise during the process, ensuring that you receive a product that meets your expectations.
In the rare event that your custom item arrives damaged or defective, please contact us immediately for assistance, within 30 days of the original order date and accompanied by original tags and packaging.
We offer refunds if you meet the following:
(1) Items must be sent in the same condition as you receive using our return label that is provided by our customer support team.
(2) Email us at treasureportalcreations@gmail.com (Name, Order Number, Picture of the defective product/incorrect item and reason for return/refund)
Do not send your purchase back to the address from which it came.
Our mailling address is:
Treasure Portal Creations
2363 James St #1188
Syracuse, NY 13206
All online order returns, refunds and exchanges must be made through our returns process through our customer service team via treasureportalcreations@gmail.com or you can give us a call or text at (1-647-847-0620)
Please note, any health/wellness items cannot be returned or exchanged.
HOW TO RETURN OR EXCHANGE AN ITEM
- To begin the returns process, please send an email to our customer service support team at treasureprotalcreations@gmail.com with your Name, Order Number, Picture of the defective product/incorrect item and reason for return/refund.
- As soon as we receive the request, our customer service team will review the order and will provide feedback within the next 24-48 hours.
- If the order qualifies as approved for return/refund, our team will be sending you a return label to your email address.
- Package your return using the return label from our customer service team and drop off at a UPS facility. You need to use the return label sent by our customer service team. Do not send returns to the original address.
- You will be notified when your return has been received at our warehouse. Once received, we can do one of the following options:
- We can refund your original form of payment in 3-5 business days.
- We can send a replacement of the order and have it ready with the next 72 hours
If your tracking number states your order was delivered, but you claim you did not receive it, we have to rely on the tracking number. We would require you to provide a claim id from the local post office and validate it, as soon as the review is complete, we will be sending a replacement.
We charge a 30% restocking fee for any kinds of custom apparels, flags and custom design items.
Have more questions? Reach out to our Customer Support Team at 1-647-847-0620 from Mon-Fri 9am-5pm ET or email treasureportalcreations@gmail.com