Returns Non-Customized Items: You may return non-customized items that are unused, in new condition, and in their original packaging within 14 calendar days of delivery for a refund or exchange, subject to inspection. If the return is due to an error by NSTEM (including incorrect, defective, or damaged items upon arrival), NSTEM will cover reasonable return shipping costs. In all other cases, return shipping costs are the responsibility of the customer. Refunds will be issued to the original form of payment once the returned item is received and approved.
Customized & Made-to-Order Items: Because NSTEM merchandise is custom made, items with customized configurations, inscriptions, or designs are final sale and are not eligible for return or exchange except in the following circumstances:
- The item arrives damaged or defective, or
- There is an error in the customization caused by NSTEM.
In these cases, NSTEM will, at its discretion, provide a replacement or a full refund. To request a resolution, you must contact NSTEM in advance and include your order number and a description of the issue.
Return Shipping Responsibility: Customers are encouraged to use a trackable and insured shipping method for all returns. NSTEM is not responsible for items lost or damaged during return shipment.
Refund Timing: Approved refunds are typically processed within 14 business days of NSTEM’s receipt of the returned item. Processing times may vary depending on your payment provider. Nothing in this policy limits any rights you may have under applicable consumer protection laws.
Shipping Information
Domestic US Orders
- Shipping charges apply to all domestic U.S. orders
- Orders totaling $750 or more qualify for free shipping
- Most NSTEM merchandise is custom made and typically ships within two (2) weeks, subject to inventory availability
- Delivery times may be longer during peak or holiday periods
Orders Outside the Continental United States
- Shipping fees apply to all orders outside the continental U.S
- NSTEM will contact you with applicable shipping costs prior to fulfillment
Questions & Support: Please contact us with questions.
