Last updated January 08, 2025
Overview
Any claims for incorrectly printed/damaged/defective items must be submitted within 30 days of receipt of the item (excluding holidays).
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date (excluding holidays). Claims that are deemed an error on our part will be covered at our expense.
Damages and Problems
Please inspect your order upon receipt and contact us immediately if the item is faulty, damaged, or if you have received the wrong item so that we can assess the issue and correct it.
If you notice a problem with the product or anything else in the order, please submit a problem report using the form posted below.
We will contact you within 1-2 days with any necessary instructions.
Returns
To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags and in the original packaging. Of course, you can try the item on.
You will also need a receipt or proof of purchase.
Some types of items cannot be returned, such as perishable items (e.g. food, flowers or plants), customized items (e.g. special orders or personalized items) and personal care products (e.g. cosmetics, face masks).
We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have questions or concerns about your specific item. Our email is support@e-maxim.co or via the contact form above.
Unfortunately, we cannot accept returns on items purchased at a discount of more than 25%, product samples or gift cards.
Regional return addresses
Select the one closest to your location.
*Important note:
The addresses below are for product returns only. We can’t accept other types of mail (like letters or notices), and those will be sent back to the sender.
Please contact support before sending any returns.
• US & Mexico: 217 Wrangler Drive, Coppell, Texas, 75019
• Canada: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4, Canada
• Latvia: Lidostas parks, Marupe, Marupes nov., LV-2167, Latvia
• Spain: Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain
• UK: Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ
• Australia:
Apparel orders: 40 Tanimbla Street, Kedron, Queensland 4031
Non-apparel orders (except phone cases): 338 Albert St, Brunswick VIC 3056
Phone cases: 6 Axis Crescent, Dandenong South VIC 3175
• Japan: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101
• Brazil: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil
To initiate a return, you can contact us:
- At support@e-maxim.co
- Via the form below
Register a return
Enter your order number and the email address used to place the order.
- *For registered and logged in users, an expedited return request is available.
If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without a prior return request will not be accepted.
Please note that if your country of residence is not the United States or Canada, your items may take longer to arrive than expected.
Exchanges
The fastest way to get what you want is to return the item you have, and after the return is accepted, make a separate purchase of the new
item.
European Union 3-day cooling off period
Notwithstanding the above, if the item is being shipped to the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As stated above, your item must be in the same condition you received it, unworn or unused, with tags and in its
original packaging. You will also need a receipt or proof of purchase.
Refund
We will notify you once we receive and inspect your return to let you know whether the return has been approved or not. If approved, you will automatically receive a refund to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card company to process and send your refund.
Chargeback requests can be submitted within 120 days after the payment has been made to CC or bank.
We can also offer you a refund to your e-Wallet in your account or to your crypto wallet. If you agree, the required funds will be credited to the details you specified within 1-2 days.
If more than 15 business days have passed since your return was approved, please contact us at support@e-maxim.co
Frequently Asked Questions
What should I do if I received a damaged or defective item?
Please contact our support team at support@e-maxim.co and we will take care of you immediately.
If I am exchanging an item, when will I receive my exchange?
Once we receive your return, our automated system will process your replacement order. You will receive an automatic email when your exchange has been processed.
If I am returning an item for a refund, when will I receive my refund? What will the refund amount be?
Once we receive your return, we will process your refund and credit your original payment method. Please allow 3-5 business days for your return to be processed by your bank. We will refund you for all returned items minus the original shipping cost.
International Returns: It may take up to 21 business days for your refund to be processed back to your original payment method after we receive the item in our warehouse.
I am not got a refund?
Cancelled Orders
If you see a charge on your credit card for a cancelled order, it is most likely only a pre-authorization and not a payment. It will be automatically reversed by your payment provider.
If you paid via PayPal, the cancelled order should have automatically been refunded to your account.
Credit Card Refunds
It may take up to 7 business days for the refund to appear in your payment account.
PayPal Refunds
They are usually immediate, so if you have received confirmation that your refund has been processed but do not see it in your account, please contact us directly so we can investigate further.
Additional Information
*Please contact us through any of the methods provided in our online store before returning any products.
With the exception of customers residing in Brazil, we do not refund orders due to buyer’s remorse. Returns of products, face masks, and size exchanges are at your own expense and discretion.
If you decide to accept a return or offer a size exchange to your end customers, you will need to place a new order at your expense for a face mask or product in a different size.
Buyers residing in Brazil who regret their purchase must contact our customer service and express their wish to return the product within 7 consecutive days of receiving it, providing a photo of the product. The return request will be reviewed to check whether the product has been used or destroyed, even if partially. In these cases, no refund is possible.
Notice for EU consumers: In accordance with Article 16(c) and (e) of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal cannot be granted:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods that have been opened after delivery and are therefore not returnable for health or hygiene reasons,
Therefore, E-MAXIM US reserves the right to refuse the return of goods at its sole discretion.
Need help?
Contact us at support@e-maxim.co for questions related to refunds and returns.