How Do I Change or Cancel My Order?
Please contact us as soon as possible if you need to modify or cancel your order.
Make sure to provide your order number and the modification you would like to make and we'll confirm once the modification has been made.
Please note that any orders that have already been fulfilled cannot be modified or canceled.
Order can only be canceled or changed within 6 hours from the time the order is successfully placed.
After 6 hours from the time of successful order, you cannot cancel or change your order.
Please be informed that a management, processing and transaction fee (20% of your total order value) will be applied for the cancellation.
To check the status of your order, please contact our Customer Support team at support@uspoloshop.com
Custom Made-to-Order Products
All products at USPoloShop are custom-made to order. Because we offer over 300,000 unique SKUs with custom designs, we do not hold pre-made inventory — every item is produced exclusively after your order is placed.
Material composition, fabric details, product features, and sizing specifications are clearly listed on each product page. We strongly encourage all customers to read the full product description carefully before placing an order.
By completing your purchase, you confirm that you have reviewed and accepted all product specifications as described.
Because each item is produced on demand exclusively for you, it cannot be restocked or resold. Therefore, we do NOT accept returns, exchanges, or refunds for any of the following reasons:
- "The material feels different than I expected"
- "The fabric is not what I imagined"
- "The product doesn't feel the way I thought it would"
- Any subjective dissatisfaction with materials, texture, or feel that is already disclosed on the product page
If you have any questions about materials, sizing, or product details before placing your order, please contact us at support@uspoloshop.com — we are happy to assist.
Return & Refund
⚠️ MANDATORY — Photo/Video Required for ALL Support Cases
Clear photo(s) or video of the received item are required for every support request — including all exchange, return, and refund cases — without exception.
Support requests submitted without valid photo or video documentation will not be processed. Photos must clearly show the item, the packaging, and any defects or discrepancies being reported.
You have 30 calendar days to return an item from the date you received it.
Important: As all our products are custom-made to order, returns and refunds are only accepted in cases of manufacturing defects, incorrect items shipped, or damaged goods upon arrival. We do not accept returns due to change of mind, buyer's remorse, or dissatisfaction with materials/feel that are already described on the product page.
To be eligible for a return:
- Your item must be unused and in the same condition that you received it.
- Your item must be in the original packaging.
- Your item needs to have the receipt or proof of purchase
- Clear photo(s) or video of the item and packaging must be provided.
Please send us an email at support@uspoloshop.com or our contact page with the subject: "Return USPoloShop Items" and provide your receipt or proof of purchase, and a picture of the package.
You need to pay the return shipping cost to our Warehouse.
Requirements for a Refund
- Item(s) must be unopened and in its original condition;
- Item(s) must be returned in all original packaging and with accessories and paperwork;
- Item(s) must be returned using an insured and traceable shipping method;
- Clear photo(s) or video of the item and packaging must be submitted before return shipment is authorized.
Returns must be postmarked on or before the 30th day following the date of receipt (i.e., if the receipt has a date of January 1, 2024, the return must be postmarked by January 31, 2024)
Shipping and handling costs are not eligible for refunds.
Refunds will be issued back to the form of payment used. This includes gift cards. We cannot refund another form of payment if a gift card was used at checkout.
We strongly encourage you to contact us before returning any product to consult with a customer service representative on the eligibility of your order for return or exchange.
If you choose to return your order without consulting a representative, and it does not meet all of our requirements, a refund will not be issued, and you will be notified via email with any and all options available to you on how to proceed.
Note: We do NOT offer refunds or exchanges on any products purchased during a sale or special promotion. This includes but is not limited to: Buy 1 Get 1 Free sales, Buy 2 Get 1 FREE sales, FREE Gift, discount codes greater than 10%, or Free Shipping promotions.
Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at support@uspoloshop.com
Exchanges (if applicable)
If your items are defective or damaged, just send us an email at support@uspoloshop.com with clear photo(s) or video of the defective item.
Once your photo/video evidence has been reviewed and the defect or error is confirmed, we will:
Issue a 100% refund — as any manufacturing defect or fulfillment error is entirely our responsibility.
Send a replacement to your address at no additional cost (delivery takes 1–5 business days). You will not be charged anything extra.
What If The Item(s) I Received Are Defective/Incorrect/Damaged?
Did you receive a faulty unit, or the wrong product?
Please contact our Customer Support team (support@uspoloshop.com) to start the exchange process. Please include the following information:
- Order number
- Video or photo of the faulty product (MANDATORY — requests without photo/video will not be processed)
- Complete delivery address
- Contact telephone number
Photo or video documentation of the defective, incorrect, or damaged product is required in all cases without exception. Support requests submitted without this evidence cannot be reviewed or processed.
