Frequently Asked Questions - GENERAL
Q: How long do I have to submit a claim for a merchandise return/exchange?
A: All EvanRuby merchandise is delivered via USPS Priority Mail - Delivery Confirmation, to confirm delivery of your product. There are no returns or exchanges on returnable items unless the merchandise is received damaged/misprinted or defective. NOTE: EVANRUBY MUGS AND ART PRINTS ARE NON-REFUNDABLE AND NON RETURNABLE. Any claims for a merchandise return/exchange must be submitted within three (3) to thirty (30) days after the product is documented as delivered. Returns will only be accepted if the item is in its original condition and we reserve the right to adjust your return/exchange if your return arrives in a condition which does not meet our returns policy.
Q: Can you help with a product I received that is damaged?
A: We apologize that you received a damaged item. We cannot be held responsible for damages of products that occurred during shipping and are not responsible for replacing them. If you receive a product that has a manufacturing defect, please send a photo of the damaged product within three (3) days upon receipt along with a brief description through the Contact form on this website and we will be happy to help you with a resolution. Should it be determined that the damages are due to a defective product, we'll gladly send a replacement at no cost to you. Please note, any damaged item not documented to us within three (3) days of delivery and/or outside of a thirty (30) day return window as applicable cannot be returned or refunded.
Q: I received a suspicious DM asking for personal information, is this legitimate?"
A: EvanRuby LLC (@evanruby_llc ) is our only verified page on Instagram. If any page other that that is tagging you saying you've won a giveaway or selected for a special promotion - it is a SCAM! We do NOT do cash giveaways! Any page posing as @evanruby_llc asking for any personal information including Cash App or bank account information through DM's are a scam. Please do NOT respond!
Q: What if I forgot to use my Discount Code?
The software we use does not allow us to adjust prices to finalized purchases. Once your order has been confirmed, it's not possible for you, or us, to change it once submitted. Please ensure all your information is accurate before submitting your order, including your discount code.
Q: What about Covid-19 Deliveries /Returns?
Find out more about USPS service delivery updates due to COVID-19. Due in part to Covid-19, Mugs are considered non-returnable items. Sale items and custom orders are non-returnable items.