Refund and Returns Policy
At Fan Pajamas (operated by Family Pajama Jams LLC), our products are made-to-order specifically for you. Because of this business model, we maintain a limited return and refund policy. Please read the following guidelines carefully to understand your rights and the conditions under which returns or refunds are accepted.
Order Cancellation
- Cancellation Window: You may cancel your order within 12 hours of completing your purchase.
- Late Cancellations: After 12 hours, your order enters the production process, and cancellations are no longer available.
- How to Cancel: To request a cancellation, please email us immediately at [email protected] with your order number.
Return Eligibility & Conditions
We stand behind the quality of our products. We only accept return/refund requests for products that are defective due to our error. You must contact us within 14 days of delivery if you receive an item meeting any of the following criteria:
- Wrong size compared to the original order details.
- Incorrect design or print differing from the product page.
- Damaged goods upon arrival (e.g., peeling print, tears, broken parts).
- Wrong style received (e.g., received a different item type entirely).
IMPORTANT NOTE: Because all Fan Pajamas products are custom-made-to-order, we cannot accommodate returns, refunds, or exchanges for buyer’s remorse, sizing issues where the correct size was sent, or any other “change of mind” reasons.
Return Shipping Costs & Restocking Fees
- Return Shipping Fee: $0.00 (Free). In the event of a verified defect or error on our part, we generally do not require you to ship the defective item back to us.
- Restocking Fee: We do not charge any restocking fees.
How to Initiate a Return Request
If your order has an issue caused by our error, please follow these steps within 14 days of receiving your package:
- Email our support team at [email protected].
- Include your Order Number in the subject line or email body.
- Attach clear photos or videos showing the issue (the defect, damage, incorrect item, or a measurement if the size is wrong).
Once we verify the issue, we will offer you the choice of:
- A free replacement (Processing takes 1–4 business days, and shipping takes 4–15 business days depending on your location), OR
- A full refund.
Refunds
- Method: Refunds are strictly issued to your original payment method (e.g., PayPal balance, Credit/Debit card used via PayPal). If your original payment method is no longer valid, please inform us when submitting your request.
- Approval & Processing: After reviewing your submitted photos, we will email you to confirm the approval or rejection of your refund. If approved, we will process the refund on our end within 1–5 business days.
- Bank Processing Time: Please note that depending on your bank or credit card provider, it may take an additional 3–7 business days for the funds to officially post to your account.
- Late or Missing Refunds: If you have not received your refund after the stated timeframe, please check your bank account again, then contact your credit card company or bank. If you have done this and still have not received your refund, please email us at [email protected].
- Note: Our processing times are calculated in business days only (Monday – Friday). Refund requests received on weekends or holidays will begin processing on the next business day.
Exchanges
Because our items are custom-made-to-order, we do not process standard exchanges. However, if you received a defective, damaged, or incorrect item (due to our fault), we will treat it under our return process above and send you a free replacement or issue a full refund. You do not need to place a new order to receive your replacement.
Contact Information
If you have any questions regarding our Refund and Returns Policy, please reach out to us:
- Email: [email protected]
- Business Hours: Monday – Friday, 9:00 AM – 5:00 PM ET
