Returns & exchanges

Our policy in short

Every ThePandaHug item is made to order after you place your order, and most are personalized for you. A personalized item cannot be sold to anyone else, so we generally cannot accept returns or exchanges for change of mind, a size that does not fit, or details you entered when personalizing.

If something is wrong with your order because of a misprint, a defect, damage in transit or a mistake on our side, we will make it right, as described below.

When we will remake or refund

We will offer a free remake or a refund (your choice) when:

• Misprint or defect: the print is visibly misaligned, blurry, cracking or bleeding, or the garment itself has a defect.
• Wrong item: you received a different product, color or size than the one you ordered.
• Our production error: we made the wrong design, or the personalization does not match what you entered.
• Damaged in transit: the item arrives torn, crushed or otherwise unusable because of shipping.
• Lost package: the package has not been delivered 30 days after it shipped and the carrier confirms it as lost.

How to ask for a remake or refund

Email support@vivdrop.com within 7 days of delivery, or within 7 days after the expected delivery date if your order has not arrived. Please include:

• Your order number (it is in your order confirmation email).
• Clear photos that show the problem. If the item arrived damaged, include the packaging.
• A short description of what is wrong, and whether you would like a remake or a refund.

We will review your request and may ask for more photos or details. We decide whether a problem qualifies under this policy.

What we cannot cover

• Details you entered: typos, wrong names or dates, or wrong choices in the personalization fields. Please check them before you pay.
• Wrong size ordered: please check the size guide before ordering. We cannot exchange for size.
• Change of mind: we cannot refund or exchange because you changed your mind or prefer something else.
• Color differences: slight differences between your screen and the finished item, and natural variation in garment-dyed fabric, are not defects.
• Incorrect shipping address: if the address you entered was wrong and the package cannot be delivered, or is delivered to the wrong place.
• Carrier delays: late delivery is not covered unless the carrier confirms the package as lost.
• Requests made after 7 days: we cannot process claims made after the window above.

Refunds

• Approved refunds go back to your original payment method through Stripe.
• It can take 5–10 business days to appear on your statement, depending on your bank.
• Shipping charges are refunded only when the problem was our mistake.

Changing or cancelling an order

Orders move into production quickly, and processing takes 1–2 business days. If you need to change or cancel an order, email support@vivdrop.com as soon as possible with your order number. We cannot promise a change or cancellation, but if we have not started your order we will do our best to help. Once an item has been printed, it cannot be changed.

Before you order

Not sure about sizing or personalization? Email us before you order. We are happy to help. You can also read How sizing works, How personalization works and the FAQ.