Return & Refund

Due to the nature of our personalized baseball jerseys, we cannot accept returns for personal reasons or changes of mind after an order is placed. However, if the product you receive has an error on our part, Tokavo will still support you with a new product exchange or a refund, and you won't need to return the defective product. You can gift it or donate it to charity.

1. Cases Eligible for Exchange/Refund

If your order encounters one of the following three issues, you can request an exchange/refund:

  • Incorrect product delivered compared to the order placed: For example, ordering size M but receiving size S, ordering design A but receiving design B, ordering 3 jerseys but receiving 2, etc.
  • Product defects due to manufacturing or shipping: For example, uneven stitching, ripped jersey, faded or peeling print, misaligned or incorrectly placed embroidery, stains, color fading, etc.
  • Product received does not match the description: Incorrectly printed/embroidered number, name, or logo; fabric quality or other specifications not matching the description.

2. Cases Not Eligible for Exchange/Refund

Since our products are personalized, we encourage you to carefully check the print/embroidery information on the jersey (number, name, logo) before confirming your order to avoid errors. We cannot support exchanges/refunds in the following cases:

  • Returns due to personal reasons, no longer needing the product, or disliking it.
  • Incorrect size ordered, incorrect personalization details provided without requesting changes or being unable to request changes in time.
  • Desire to exchange for a different design or change print/embroidery content after the jersey has been produced.
  • Exchange/refund requests made more than 30 days after the product was received.
  • Products that have been used, worn, washed, or damaged due to improper customer care.

3. Exchange/Refund Timeline

You have 30 days from the date of receiving your order to request an exchange/refund if your order falls into one of the three eligible cases mentioned above.

4. Exchange/Refund Process

Conditions for exchange/refund of our defective orders: Your order, when requesting an exchange/refund, must still have its original tags intact, be unused, unworn, and unwashed. Once these conditions are met, and your order's defect falls into one of the three eligible cases, please contact us via email at [email protected] with the subject line: Exchange/Refund Request _[Order ID]

In the email, please provide the following information:

  • Your Order ID.
  • A description of the order's defect (e.g., missing jersey, ripped jersey, incorrect name and number, etc.).
  • Images/videos demonstrating the defect. Providing multiple specific and accurate images/videos of the defect will help us verify the issue more easily to proceed with supporting your order.
  • Finally, your shipping address (if you have changed your initial shipping address). This is for us to send the replacement order to you.

Important Note: Since we do not require you to send the item back to us, you will not incur any shipping costs.

After receiving your request, we typically need about 24 - 48 business hours to process it. We may contact you if additional information is needed during the verification process. Once your request is approved, we will support your order in two ways:

  • Send a replacement product (if the design you ordered is still in stock), with shipping costs covered by us.
  • Full refund of the order value (including initial shipping costs) to the original payment method used for the order. The actual time you receive the refund depends on your bank or service provider; for PayPal, it usually takes about 3 - 7 business days, while for credit/debit cards, it's about 7 - 10 business days. Please contact us at [email protected] if you encounter any issues related to the replacement/refund process.

5. Order Change or Cancellation Timeline

After placing an order, you have 6 hours to change your order information (size, address, quantity, personalization details, etc.) or cancel the order by contacting us via [email protected]. If you cancel your order within 6 hours of placing it, you will receive a full refund of the order value to the payment method you used. If you contact us after this 6-hour period, unfortunately, we cannot process your request as your order may have already entered production.

6. Disclaimer

We are not responsible for failed deliveries due to incorrect shipping address information provided by you. Therefore, you are responsible for providing complete and accurate shipping address details to avoid interruptions or delays in receiving your order. Additionally, if you refuse to accept the order, the order will be returned to us, at which point we will process a refund for the order (excluding the initial shipping cost) to the payment method you used.

7. Contact Us

If you have any questions or issues related to returns & refunds, please contact us using the following information:

  • Address: 1 West St, Danbury, CT 06810
  • Email: [email protected]
  • Phone: (203) 646-0110
  • Working Hours: Mon - Fri (8:30 AM - 5:00 PM EST)