Shipping & Return Policy

We offer worldwide free shipping. Shipping availability will be confirmed at checkout.

We offer FREE standard shipping on all orders within the United States. There are no hidden fees or additional shipping charges at checkout.

Orders are processed within 1–3 business days after payment confirmation. You will receive a confirmation email once your order is placed, and a shipping notification with tracking once dispatched.

• Orders placed on weekends or holidays are processed the next business day
• Custom or personalized items may require additional processing time
• During peak seasons, processing times may be slightly longer

Estimated delivery times vary by product and destination:

• Standard Delivery: 4–38 business days from dispatch
• Most orders arrive within 7–21 business days
• Some items ship from international warehouses, which may extend delivery times

Once your order ships, you will receive a shipping confirmation email with:

• Your tracking number
• A link to track your package
• Estimated delivery date

You can also track your order by logging into your Poemusart account and visiting "Your Orders."

We partner with reliable carriers to deliver your orders, including:

• USPS – United States Postal Service
• UPS
• FedEx
• DHL
• Other regional carriers as appropriate

The carrier used depends on your location, package size, and product type.

Package Not Received

If tracking shows "Delivered" but you haven't received your package:

• Check around your delivery location (porch, mailbox, with neighbors)
• Wait 2–3 business days as packages are sometimes marked delivered early
• Contact your local carrier with your tracking number
• If still not found, contact us

Incorrect Address

Please ensure your shipping address is correct at checkout. We are not responsible for packages delivered to incorrect addresses provided by the customer.

For international orders, customers are responsible for any customs duties, import taxes, or fees imposed by their country. These charges are not included in our product prices or shipping costs, and Poemusart has no control over them.

You have 30 calendar days from the date of delivery to initiate a return. This window begins once the delivery status is confirmed as "delivered."

We accept returns for both defective and non-defective products:

Defective or Damaged Products

If your product arrives damaged or defective, you are eligible for a full refund or replacement. Return shipping costs are your responsibility.

Wrong Item or Not as Described

If you receive the wrong item or one that doesn't match the listing, you are eligible for a return and full refund. Return shipping costs are your responsibility.

Change of Mind

We accept change-of-mind returns within the 30-day window. Items must be unworn, unused, and in original packaging with all tags intact. Return shipping costs are your responsibility.

The following items cannot be returned due to their nature:

• Digital products, including Poemusart NFTs and digital content
• Poemusart Tokens
• Custom-made or personalized items
• Perishable goods or items that cannot be resold for health or hygiene reasons
• Items marked as "Final Sale" or "Non-Returnable" at time of purchase

• Log in to your Poemusart account
• Navigate to "Your Orders" in your profile
• Select the order containing the item you wish to return
• Click "Request Return" and select the reason
• For defective or misdescribed items, upload photos as supporting evidence
• Submit your return request

You will receive a confirmation email with further instructions. You must ship the item back within 30 days of receiving return approval, or your request will be automatically canceled.

Customers are responsible for all return shipping costs, regardless of the reason, including:

• Defective, damaged, or manufacturing defect items
• Wrong items received
• Items not matching the description
• Change of mind, wrong size, or color

We recommend using a trackable shipping method with insurance. Poemusart is not responsible for items lost or damaged during return shipping.

We accept exchanges and replacements. If you received a damaged, defective, or incorrect item and still want the product, you may request a replacement instead of a refund.

• Follow the return initiation process in Section 4
• Select "Exchange" or "Replacement" as your preferred resolution
• If approved, a replacement will be sent at no additional cost

Exchanges are subject to product availability. If the item is out of stock, we will offer a full refund or store credit.

Once we receive and inspect your returned item, refunds are processed within:

• 2 business days for items valued at $100 or less
• 4 business days for items valued over $100

If we do not respond within the above timeframe, your refund will be automatically approved. Please allow 5–7 additional business days for the refund to appear in your account.

To be eligible for a refund or exchange, returned items must:

• Be in original condition — unworn and unused
• Include all original tags, labels, and packaging
• Show no signs of wear, alteration, or customer-caused damage
• Include all accessories, manuals, and components

We reserve the right to refuse returns or issue partial refunds for items that do not meet these conditions.

Poemusart does not charge restocking fees for standard returns. However, certain high-value or special order products may be subject to a restocking fee of up to 20% for change-of-mind returns. Any applicable fees will be clearly stated on the product listing before purchase.

You may cancel your order at any time before it changes to "To Ship – Awaiting Collection" status. Once picked up by the carrier, cancellation is no longer possible.

• Go to "Your Orders" in your profile
• Select the order and click "Cancel Order"

If your order has already shipped, follow our standard return process. For custom or personalized items, cancellation may not be possible once production has begun.

If your package arrives damaged or appears lost during shipping:

• Check the tracking information in your confirmation email
• Wait 2–3 business days after expected delivery — carriers sometimes mark packages delivered early
• Contact us with your order number and tracking details
• Provide photos of any damaged packaging or items

We will investigate with the carrier and either send a replacement or issue a full refund based on your preference and availability.

If your return or refund request is denied and you believe the decision was made in error, please contact us to escalate your case. Include:

• Your order number
• A detailed explanation of the issue
• Photos or other supporting evidence
• Your preferred resolution (refund, replacement, or exchange)

Our team will respond within 2–5 business days. Unresolved cases may be filed with your payment provider or handled through our arbitration process as outlined in our Terms of Service.

During designated promotional or holiday periods, we may extend our return window. Items purchased during the holiday season (typically November–December) may qualify for returns up to 60–90 days from delivery. Specific dates and terms will be announced on our Platform.

For customers outside the United States:

• You are responsible for all return shipping costs unless the item is defective or misdescribed
• You are responsible for any customs duties, taxes, or fees for international returns
• Return processing times may be longer due to international shipping and customs clearance
• Refunds will be issued in the original currency of purchase

We recommend using a trackable international shipping method with insurance for high-value returns.

Certain purchases may be covered under our Buyer Protection Program, which extends protection for returns requested 31–90 days from delivery. This applies when:

• The item has a hidden defect not apparent within the first 30 days
• The item fails to perform as described after normal use
• Extenuating circumstances prevented you from returning within the standard window

To request protection, contact us with documentation of the issue.

• Double-check you are returning the correct item
• Pack the item securely using original packaging when possible
• Include all accessories, manuals, tags, and components
• Ship the item within 30 days of receiving return approval
• Use a trackable shipping method and keep your tracking number
• Photograph the item and packaging before shipping

Items marked "Final Sale" or "Non-Returnable" on the product listing cannot be returned for change of mind or sizing issues, unless they arrive defective, damaged, or not as described. By purchasing a final sale item, you accept this condition.

We reserve the right to update or modify this policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of the Platform after any changes constitutes acceptance of the updated policy.

To the fullest extent permitted by law, Poemusart is not responsible for:

• Shipping delays caused by carriers, weather, customs, or other circumstances beyond our control
• Items lost or damaged during return shipping when the customer is responsible for return costs
• Delays in refund processing due to your financial institution
• Customs duties, taxes, or fees associated with international orders or returns
• Returns initiated after the applicable return window has closed
• Items returned in unacceptable condition due to customer use or damage

This Shipping and Return Policy is part of our overall Terms of Service.