Shipping, Returns & Refund Policy

This policy covers physical products ordered through the 3DMockups marketplace. It does not cover app or web subscriptions, which follow the billing and cancellation section of our Terms of Service and the rules of Stripe, Apple, or Google, depending on who billed you.

Marketplace products are printed or manufactured after an order is accepted. A screen preview is a useful representation, but ordinary differences in screen color, fabric, stitching, texture, print placement, and scale are not necessarily defects.

You can request cancellation from the order screen or contact support. If production has not started, we will cancel and refund the order to the original payment method. Once production starts, we generally cannot cancel, change the design, size, quantity, or address because the item is being made for that order. This limit does not reduce rights that cannot be waived by law.

Check the address before paying. If an incorrect or incomplete buyer-provided address causes a failed delivery, the carrier or production partner may require a new shipping charge before reshipment.

Contact support@3dmockups.app as soon as reasonably possible, preferably within 30 days after delivery. Include the order number, a description, and clear photos of the item, shipping label, and packaging when relevant. Do not mail the item back unless we provide instructions.

After verifying the issue, we will provide an appropriate remedy, which may be a replacement, reprint, refund to the original payment method, or another remedy required by law. We cover reasonable shipping costs for an authorized return caused by a confirmed defect, damage, or incorrect item.

Delivery dates are estimates. If tracking says delivered but the parcel is missing, first check the delivery location, household members, and carrier. Contact us with the order number if it remains missing. We will investigate with the carrier and production partner and, when loss is confirmed, provide a replacement or refund as appropriate.

If we cannot ship within the promised or legally permitted time, we will request consent to a revised date where required or allow cancellation for a full refund. Customs or import delays outside our control may extend an estimate, but do not remove mandatory consumer remedies.

Because products are made to order, voluntary returns for a changed mind, preference, or a buyer-selected wrong size are generally not accepted after production begins unless the listing, our support team, or applicable law provides otherwise. Review the size information before ordering. If local law gives you a non-waivable withdrawal or return right, that right controls.

Approved refunds go to the original payment method. We send confirmation when submitted; the bank, card network, Stripe, Apple, or Google controls when the credit appears. Shipping, tax, and duty treatment follows the reason for the refund and applicable law. We do not require store credit instead of a refund when law requires money returned to the original payment method.

We may request reasonable evidence and may deny a voluntary remedy for altered items, fabricated claims, duplicate refunds, or abuse. This does not prevent a good-faith dispute or any chargeback, warranty, or consumer remedy protected by law.

Start with the order screen or email support@3dmockups.app with your order number. Nothing in this policy excludes a statutory warranty, product guarantee, cancellation right, or remedy that cannot legally be limited where you live.