Vegan Leather Backpack

Reporting an issue

If you receive a product that has an issue, follow these steps to report it to us:

• Take good-quality pictures that clearly illustrate the problem. If the problem is related to sizing, try to place a tape measure on the item to indicate the problem.
• Email us at melvindnix@gmail.com
• In the subject title, please put the order number so we can easily look up your information.
• We will confirm we received your email and will respond within 48 hours. If your matter is urgent, the best way to reach us is by phone or text at 980-277-1058 between 10 am and  7 pm EST.

In order to resolve cases, we must be contacted within 5 calendar days of the date of delivery or we may not be able to help resolve the issue.

We may ask you for more information or pictures if the submitted photos are not clear enough. We take quality concerns very seriously and sometimes it can take a bit longer to review a problem if it is more complicated. We will work with you to find a solution that is appropriate to your specific issue. Possible resolutions include replacing the damaged, item with an issue, or in rare cases, refunding the accessory product order by crediting the card used to make the original purchase.

 

In General

Custom-printed orders like this are non-refundable since they cannot be resold. If there is an issue with your order we will be happy to work with you to come to a solution as referenced above. Since these particular products are handmade, there may be variations between or even within an order.

Items that have a mechanical issue or manufacturer's defect will be reprinted and re-shipped to the customer. A mechanical issue in most cases means a flaw in the product that prevents it from being used for its intended purpose.
 

Cancellations
If there is an error with your order you can cancel the order within 12 hours of placing it. This can be done from the order confirmation email by replying to melvindnix@gmail.com. If an order has started production we can no longer make changes to it or cancel it.

Sizing Issues Related To Garments

Since all garments are printed and made-to-order we cannot replace/remake a garment that was not ordered in the correct size. Please verify product sizing before ordering and using the guides on our product pages to check measurements.

Reporting issues with a product

Return Shipping
We will cover the return shipping cost when an issue is deemed to have been a manufacturing defect. In the case of a return initiated by the customer for reasons other than a manufacturing defect, the return shipping cost will be borne by the customer. All returns must be received within 15 calendar days after the request is granted. The return address will be provided depending on the location.

 

Delivery challenges and non-delivery
We work with various postal systems to complete the delivery of your orders. In some cases, deliveries encounter issues that either delay or prevent you from receiving your order. When delivery issues arise, there are some limited actions we can take to help resolve the issue including contacting the postal service and opening a case with them.

 

Wrong Address Provided on an Order
If you provide an address that is considered insufficient by the courier, the shipment will be returned to us. You will be liable for reshipment costs once we have confirmed an updated address with you.

 

Missing Package Shows as Delivered
In the case of a package that shows as delivered, confirmed by the tracking number, the proper course of action will be for us to open a claim with the postal system on your behalf. We do not remake orders that show as delivered. We will work with you on a case-by-case basis to resolve your specific situation.

Once we receive payment for your order (including shipping/delivery fees), we fulfill the order and pass it on to the carrier. This is also the moment when you legally become the owner of the products.

 

Damage to a Package and Insurance
Once your package leaves us, it is the responsibility of the Carrier. Damage caused by the Carrier or by careless opening is not the responsibility of Melvin D Nix, the production company, or dropshipping provider. If a package is damaged by the Carrier, we can open a claim if the package was insured. If your package is of high value, you may be able to add additional insurance to it. Contact us if you would like to insure your order or if your package arrived damaged.

 

Enhanced shipping options and insurance
If your address historically has non-delivery issues, contact us to request your package be delivered with a signature or with other special instructions. Additional fees may apply depending on your request.

We ship all packages with the standard insurance included in the base price of the service and the amount of insurance varies with each postal system. If you would like to increase the insurance amount on your package, contact us for the additional cost.

 

Donations
To reduce the impact of returned products, we reserve the right to donate or recycle any returned or undelivered items. Custom-printed products will not be resold.

 

Cases When an Order is Refundable.
Orders are refundable when, but not limited to the following situations:

•  The production house is unable to produce part or all of your order due to a limitation of our manufacturing equipment.
• You request a change or cancellation to the order and the order has not started production. Within 12 hours of placing an order, you can cancel an order.
• An order is held back due to an artwork concern. In some cases, the production house may recognize a major quality concern like pixelated artwork. If this happens, we will make every effort to get in touch with you and hold the order from further processing. If your order is placed on hold, only the items that have not entered production will qualify for a refund.
• An order is deemed to have a manufacturing defect as determined on a case-by-case basis.

If you have an issue with your order, refer to our reporting steps above.