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Return Policy

Any claims for misprinted/damaged/defective items must be submitted within 6 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 6 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 3 weeks.

 

Reasons for Returns

Wrong Address – 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.

Unclaimed – Shipments that go unclaimed are returned to us and you will be liable for the cost of a reshipment.

Please contact us at ioustore@iou.edu.gm before returning any products. We do not refund orders for buyer’s remorse, and size exchanges are to be offered at your expense and discretion.

For more info on returns, please read our FAQs below.

We guarantee each product from the moment it leaves our store to the point it is received by the customer. If any order arrives broken, damaged, incomplete, or wrong, we will reship your order to ensure you are satisfied with the product.

We ask for photo verification of the damaged goods sent to ioustore@iou.edu.gm, then we’ll gladly send a replacement to you at no cost.

Any claims for misprinted/damaged/defective items must be submitted within 6 days after the product is received. For packages lost in transit, all claims must be submitted no more than 6 days after the estimated delivery date.

For packages lost in transit, all claims must be submitted no later than 6 days after the estimated delivery date. But no worries! We’ll cover the costs of shipping a replacement order for you.

We may ask for your help before doing that, like confirming with you that the shipping address was correct, checking with the local post office or a customs office in the destination country as they may be holding the package for collection, etc.

Keep in mind that if tracking information states an order was delivered, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

We will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.

In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, we would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient’s address.

In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient’s address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch.”

We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

Any returns or problems that occur because of an error on our part will be handled at our expense. Cases where you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order. If the item is returned to us, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 3 weeks.

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by the customer. You will receive notice once the order arrives back to us. You would need to provide us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.

If the recipient’s address was wrong, then you are held responsible. Usually, the package is sent back to us. We’ll contact you for an updated address. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order to replace the original.