Returns and Refund Policy
Gelato
Returns
We currently do not support returns or provide a return address because the products you order are personalized and made specifically for each order.
Lost Orders
For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We'll be happy to send a replacement order on your behalf.
Quality Guarantee
We want you to be satisfied with the quality of the products you order through Gelato. If you are not satisfied with the quality of a product, please get in touch with us within 30 days of receiving the item and we will do everything we can to investigate and find a solution.
If our quality assurance team validates your claim, we will be happy to send a complimentary replacement order to your customer as quickly as possible. We'd much rather fix any problems and send a replacement order to make sure our customers are happy with their orders.
If a replacement order is not feasible, or our customers can't wait for a new order to arrive, please indicate that reason and we'll give you a refund.
Defective or Damaged Products
If you receive defective or damaged orders, Gelato will cover the costs of a new order. This includes:
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Damage to the delivered products
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Errors in the number or quantity of the delivered products
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Lack of quality of the delivered product
Refunds
You are a world-class buyer of products that Gelato excels at. To show that to you, we are committed to ensuring we meet the highest standards, so you receive quality you can rely on with every order. If you are not fully satisfied with the quality of our products, we will provide a refund.
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Reporting Issues: Any quality concerns must be reported within 30 days of receiving your order. Please attach a clear photo of the product to your report.
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Eligible Region: The United States.
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Eligible Products: Applies to cards, calendars, photobooks, posters, framed posters, canvas prints, and framed canvases.
Fast Delivery Guarantee
Our Promise:
Your order will be delivered within 5 business days upon receipt. If it doesn’t arrive on time, we offer the following:
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Delays exceeding 5 business days: 20% refund of the order value.
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Delays exceeding 10 business days: Full refund.
United States:“Delivery guarantee applies to the contiguous United States only. Excludes Alaska, Hawaii, U.S. territories, PO boxes, APO/FPO/DPO addresses”
3. Exclusions and Limitations
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Force Majeure Events: Our Quality and Delivery Guarantee does not cover issues or delays caused by circumstances outside our control, such as strikes, extreme weather conditions or other acts of nature.
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Customer Responsibilities: Ensure that delivery details provided during checkout are accurate. Errors in shipping addresses may void the Delivery guarantee.
Thank You for Choosing Us!
We value your trust and strive to make every order exceptional. For further inquiries about this policy, contact our Customer Service team - customer@gelatopique.us
💫 Shopify Collective Products
Products sourced through Shopify Collective follow a separate return policy from our custom-printed Gelato items.
Processing
Supplier creates a return label within 2 days.
Return Window & Fees
Returns are accepted within 30 days of delivery.
No label fees and no restocking fees apply.
Cancellations
Orders are manually reviewed before cancellation approval.
Customer Refunds
Customers are automatically refunded once the return is processed.
Mint & Moon
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