Refund policy

At Gloxo Store, every piece is made to order and crafted just for you. Because of that, we do not follow a traditional return process for approved quality-related issues. If something is wrong with your order, our goal is to make it right as simply and fairly as possible.

Our Quality Promise

If your order arrives with a verified quality issue, you do not need to return the item. Once approved, we will offer an appropriate resolution, such as a free replacement or a refund, depending on the issue.

6-Hour Change or Cancellation Window

Because custom orders move into production quickly, you may request an order change or cancellation within 6 hours of purchase.

This may include:

  • correcting a shipping address
  • updating personalization details
  • changing size or product options
  • canceling the order before production begins

After 6 hours, we may no longer be able to guarantee changes or cancellations. However, if production has not started, our team will still do our best to help.

What We Cover

We offer support for the following issues when reported within 30 days of delivery:

  • Manufacturing defects
    Examples include print defects, frame defects, canvas tension issues, or other production-related flaws.
  • Shipping damage
    Examples include items that arrive punctured, torn, bent, cracked, or otherwise damaged during transit.
  • Wrong item received
    This includes receiving the wrong size, wrong design, or a different item than the one ordered.

What Is Not Covered

To keep our policy honest and clear, the following situations are not eligible for a refund or free replacement:

  • requests submitted more than 30 days after delivery
  • customer-entry errors, including incorrect shipping address, wrong size selected, or incorrect personalization details submitted after the 6-hour change window
  • delays caused by carriers, weather, customs, or other events outside our control
  • dissatisfaction based on personal preference alone, including change of mind after production has started
  • damage caused after delivery through misuse, improper handling, storage, or normal wear

If a mistake was made during ordering, please still reach out. While we may not be able to offer a free refund or replacement in those cases, we may be able to help with a discounted reorder.

How To Request Help

To start a refund or replacement request, please email support@gloxostore.com with:

  • your Order Number
  • a short description of the issue
  • clear photos showing the problem

Our support team will review your request and respond within 24–48 business hours.

Resolution Options

After reviewing your claim, Gloxo Store may provide one of the following resolutions, depending on the issue:

  • Free replacement for verified production or shipping-related problems
  • Refund to the original payment method when a replacement is not appropriate or available

Refund Processing Time

If your refund is approved, it will be sent back to your original payment method. Processing times may vary depending on your bank or payment provider.

Return Shipping

For approved quality-related claims, you do not need to return the item unless our team specifically requests it.

Need Help?

We are here to help and want to make this process as smooth as possible.

Email: support@gloxostore.com
Phone: (307) 395-6762
Address: 30 N Gould St Ste R, Sheridan, WY 82801, United States