Returns & FAQ Policy
Clear, transparent guidelines for merchandise orders, quality assurance, cancellations, and refunds.
Made-to-Order Products
Each physical product or custom merchandise piece is printed and fulfilled individually upon order placement.
30-Day Resolution Window
Misprinted, damaged, or defective items must be reported within 30 days of delivery for a replacement or refund.
Order Cancellations
Orders can be cancelled prior to submission to production. Once in production with Fourthwall, cancellations are locked.
Refund Processing
Approved refunds are credited back to your original payment method (PayPal or Credit Card) within 3-7 business days.
1. Made-to-Order Fulfillment Policy
PontLook merchandise and store items are created using a made-to-order production model in collaboration with our official fulfillment partner, Fourthwall.
Because every item is custom printed and manufactured specifically when an order is placed, we do not maintain a warehouse of pre-printed stock. Consequently, we cannot accept standard returns or exchanges for buyer's remorse, sizing errors, or preference changes.
2. 30-Day Quality Guarantee & Defect Reporting
We stand by the quality of our merchandise. If your order arrives with any of the following issues, you are entitled to a replacement item at no extra charge or a full refund:
- Manufacturing, stitching, or material defects.
- Misprinted, skewed, or discolored graphics.
- Items damaged during transit.
- Receiving the incorrect item, color, or size relative to your order receipt.
How to Submit a Quality Claim:
- Contact our support team within 30 days of delivery at contact@pontlook.com.
- Provide your order number and full name.
- Attach clear photographs showing the defect, damage, or misprint alongside the shipping label.
Once verified, a replacement will be dispatched immediately, or a refund will be issued without requiring you to ship the defective item back.
3. Order Cancellation Policy
Because production begins rapidly after an order is placed:
- Pre-Production Cancellations: You may request an order cancellation by contacting us immediately after ordering. If production has not commenced, your order will be cancelled and fully refunded.
- In-Production Orders: Once Fourthwall transmits the item to the manufacturing queue, the order cannot be cancelled, modified, or recalled.
4. Refund Processing & Payment Authorization
All approved refunds are submitted to your original form of payment:
- Credit / Debit Cards: Refunds will appear on your bank statement within 3 to 7 business days, depending on your card issuer.
- PayPal: Refunds credited to PayPal accounts are typically available within 24 to 48 hours.
- Currency: Refunds are issued in the currency of original purchase (USD / local equivalent).
5. Fourthwall Fulfillment Partner Terms
PontLook partners with Fourthwall for e-commerce hosting, payment processing, manufacturing, and global logisitic fulfillment. By purchasing merchandise on our store:
- Your order is processed securely through Fourthwall's PCI-compliant checkout infrastructure.
- Global shipping and delivery times are estimated at checkout based on destination customs and local postal operations.
- PontLook and Fourthwall adhere strictly to international consumer protection regulations and carrier claims procedures.
Need Help With an Order?
Our support team is ready to assist you with any questions regarding returns, orders, or quality inquiries.
Firstnestcare, LLC d/b/a PontLook
31 Continental Dr, Newark, Delaware 19713, US