Lake Ontario Lake America Hat

Refund Policies

1. Order Cancellation & Modification

Because our products are custom-made, cancellation or modification is time-sensitive.

You may request to cancel or modify your order within 6 hours of placing it, provided that production has not yet started.

Production may begin shortly after purchase depending on our workflow. Once your order has entered production, it cannot be canceled or modified.

To request changes, please email us immediately at:

[email protected]

Include your order number in the subject line for faster support.

2. Exchange Policy

Customers are responsible for reviewing all order details before checkout, including:

• Product type

• Size

• Design

• Quantity

• Shipping address

We do not offer exchanges for incorrect selections made during checkout (wrong size, color, design, or address).

3. 30-Day Return & Refund Window

You may request a return or refund within 30 days from the date the order is marked as delivered.

After 30 days, the order is considered accepted and no refund or replacement will be issued.

4. Eligible Cases for Refund or Replacement

You may qualify for a full refund or replacement if:

• The product arrives damaged or defective

• You receive the wrong item

• The size, design, or material differs from your confirmed order

• The item significantly differs from the product description

We may request photo or video evidence to verify the issue.

5. Return Conditions

If a return is required, the item must:

• Be unused and unwashed

• Be in original condition

• Not be altered or modified

• Include original tags (if applicable)

• Be returned in proper packaging

Items returned without prior email approval will not be processed.

6. How to Request a Return or Refund

Step 1: Email [email protected] within 30 days of delivery.

Step 2: Provide:

• Order number

• Proof of purchase

• Photos/videos clearly showing the issue

• Shipping label photo (if required)

Step 3: Our support team will respond within 2–3 business days with instructions.

Note: Do not send items back without written confirmation from our support team. Unauthorized returns will not be eligible for refund.

7. Return Shipping Costs

If the issue is due to our error (damaged, defective, incorrect item), we will issue a replacement or full refund.

If a return is approved for other eligible reasons, the customer is responsible for return shipping costs.

We strongly recommend using a trackable shipping service. Shasilo is not responsible for lost return packages.

8. Refund Processing Time

Once the returned item is received and inspected (if applicable), refunds are issued to the original payment method within 2 business days.

Depending on your financial institution, it may take 5–15 business days for the refund to reflect in your account.

If you do not see the refund after this period, please contact your bank first, then reach out to us for assistance.

9. Important Notes

• Return requests must be submitted within 30 days of delivery.

• Customers must contact us before returning any item.

• We are not responsible for lost or damaged packages during return shipping if sent without tracking.

• Items returned outside policy guidelines will not be eligible for refund.

10. Contact Information

Shasilo

9059 Hermosa Ave, Rancho Cucamonga, CA 91730

Email: [email protected]

Business Hours:

Monday – Friday

8:00 AM – 5:00 PM (EST)