Refund & Replacement Policy
Dear USADrop Customers,
We value your satisfaction. Below are the criteria for refunds, replacements, and issue resolution.
Order-Related Issues
Eligible for Refund/Replacement
－ Unshipped Orders: Orders not yet dispatched from our warehouse.
* Exclusion: Print-on-Demand (POD) items are non-refundable once purchased.
Ineligible for Refund/Replacement
－ Orders already shipped or delivered.
Product-Related Issues
Eligible for Refund/Replacement
－ Incorrect product or style received.
－ Wrong color/size shipped.
－ Missing items in the order.
* Need photo/video proofs
Ineligible for Refund/Replacement
－ Size does not fit (unless it significantly deviates from the size chart).
－ Subjective dissatisfaction (e.g., “changed my mind”).
－ Minor size discrepancies within reasonable tolerance (per the size chart).
－ Orders fulfilled per customer’s special requests (e.g., custom sizing, label removal).
Quality-Related Issues
Eligible for Refund/Replacement
－ Product Damage Affecting Normal Use (e.g., sole detachment on footwear)
－ Functional Failure of Electronic Devices
－ Large-Area Stains or Contamination
－ Extensive Visible Wrinkles/Scratches Impacting Functionality (e.g., deep abrasions on leather goods,
creases affecting waterproof coatings, or structural warping on luggage)
* Need photo/video proofs
Ineligible for Refund/Replacement
－ Minor cosmetic flaws (e.g., loose threads) or packaging damages that do not impact functionality.
－ Damage caused by customer mishandling or misuse.
－ Dissatisfaction with product quality if it matches the sample/description.
Shipping & Delivery Issues
Eligible for Refund/Replacement
－ Excessive Delivery Delays:
- Europe: >25 days for deliveryor >15 days without tracking updates.
- US:
Economy Shipping: >35 days for delivery or >20 days without updates.
Standard Shipping: >25 days for delivery or >15 days without updates.
- Brazil:
>60 days for delivery or >30 days without updates (excluding force majeure, e.g., customs strikes).
Customs clearance failure with no updates >10 days (free replacement/refund. Excluding Pre-clearance).
Delivered but Not Received
To process a refund or replacement, you must provide one of the following:
- A screenshot confirming the refund has been issued to the customer, or
- A chat log/screenshot showing the customer explicitly requested a replacement.
Missed Delivery Deadline
If the product was not delivered within the promised timeframe, you must submit proof of refund
issued to the customer (e.g., a transaction screenshot or order adjustment confirmation).
Ineligible for Refund/Replacement
－ Parcels marked “delivered” but stolen or not collected by the recipient.
－ The logistics information shows an incorrect address.
Key Terms
－ Refund Scope: Covers fulfillment fees for eligible cases.
－ Time Limits: Report issues within 14 days of delivery.
－ Brazil: Unresolved shipping claims expire after 20 days.
Proofs Required: Photos, videos, or screenshots must accompany all claims.
How to Request a Refund/Replacement
－ Contact our support team at info@usadrop.com within 14 days of delivery.
Include:
Order number and issue description.
Photo/video evidence or relevant screenshots.
We will respond within 1-3 business days.
－ Need Assistance?
Reach us at www.USADrop.com.
