1. General Return & Refund Eligibility

For non-customized (standard stock) items, we accept returns under the following conditions:

• The product arrived damaged, defective, or incorrect.
• You received a different item than what was ordered.
• The product is unused, in its original packaging, and returned within 30 days of delivery.

To start a return, please contact us at support@thebrightboxusa.com with your order number and a clear description of the issue.

2. Personalized & Customized Products (Non-Returnable)

Because we specialize in customized and personalized products (such as custom 3D prints, channel letters, and DTF apparel), any item that is created specifically for you cannot be returned, refunded, or exchanged due to change of mind or incorrect size selection.

Exceptions are only made if the product arrives:

• Damaged upon delivery
• Defective (manufacturing error)
• Incorrect due to our error

This policy applies to all products personalized with:

• Customer artwork or logos
• Custom names, images, or text
• Any specific design modifications requested by the customer

Once production begins, all custom orders are final.

3. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery. To speed up the process, please include:

• Photos or videos clearly showing the damage.
• A brief description of the issue.
• Your order number.

We will review your claim and replace the item at no additional cost or provide a refund when applicable.

4. Order Cancellations

We work quickly to get your order to you. Orders can only be canceled if:

• The item has not yet entered production.
• The item has not been shipped.

Note: Customized orders cannot be canceled once the artwork/logo has been processed or production has started (printing/3D manufacturing).

5. Wrong Address or Delivery Issues

We are not responsible for refunds or replacements if:

• The customer provides an incorrect or incomplete shipping address.
• The carrier cannot deliver due to customer absence / inaccessible location.
• The package is refused by the receiver.

If the package is returned to us due to these reasons, reshipping fees may apply.

6. Shipping Costs

• Original shipping fees are non-refundable.
• For approved returns of non-custom items (change of mind), the customer is responsible for return shipping costs unless the error was ours.

7. Refund Processing Time

Once your return or claim is received and inspected, we will notify you of the approval or denial of your refund. If approved, your refund will be automatically processed within 5–10 business days to your original payment method.

Contact Us

1. Shipping Carriers

To ensure fast, reliable, and secure delivery, we ship all orders using trusted U.S. carriers:

• UPS (United Parcel Service): For fast and trackable domestic shipments.
• USPS (United States Postal Service): For affordable and flexible nationwide delivery options.

The carrier used for your order will depend on your location, selected shipping method, and package characteristics.

2. Order Processing Time

Please note that "Processing Time" differs from "Shipping Time". This is the time we need to create your custom items.

Standard Processing Times:

• DTF Apparel & Mugs: Please allow 5–7 business days for printing and preparation.
• Channel Letters & 3D Signs: Due to manufacturing complexity, please allow up to 15 business days for production.

Processing time does not include weekends or holidays. You will receive a confirmation email with a tracking number as soon as your order is shipped.

3. Estimated Delivery Times (USA)

Once your order has left our facility, the estimated delivery times are:

USPS

• USPS First Class: 3–7 business days
• USPS Priority Mail: 2–4 business days
• USPS Priority Mail Express: 1–2 business days

UPS

• UPS Ground: 2–5 business days
• UPS 3 Day Select: 3 business days
• UPS 2nd Day Air: 2 business days
• UPS Next Day Air: 1 business day

Note: Delivery estimates are not guaranteed and may vary due to carrier delays, weather, holidays, or unforeseen circumstances.

4. Shipping Fees

Shipping costs are calculated automatically at checkout based on:

• Delivery address.
• Package weight and dimensions.
• Selected shipping method.

From time to time, TheBrightBox may offer free shipping promotions.

5. Tracking Your Order

Once your package is shipped, you will receive an automated email with a tracking number from UPS or USPS.

Please note that tracking information may take up to 24–48 hours to update in the carrier’s system after the label is created.

6. Incorrect Addresses & Delivery Issues

Please ensure your shipping information is accurate at the time of purchase. We are not responsible for:

• Packages lost due to incorrect or incomplete addresses provided by the customer.
• Delays caused by the carrier.
• Delivery refusal or missed delivery attempts.

If a package is returned to us due to a customer error (e.g., wrong address), reshipping fees will apply.

7. Lost, Stolen, or Damaged Packages

If your package is marked as delivered but you did not receive it:

• Check with neighbors or your local carrier office.
• Allow up to 24 hours for possible late scan updates.

If the package is still not found, please contact us so we can assist you in filing a claim. TheBrightBox is not responsible for stolen packages after confirmed delivery.

Damaged Items: If your item arrives damaged, please contact us within 7 days with photos of the damage and your order number. We will work to resolve the issue promptly.

8. International Shipping

At this time, we strictly ship within the United States. We do not offer international shipping.