Refund Policy
💙 Refund & Return Policy
At Notra, every personalized gift is thoughtfully crafted with care and attention to detail. Your satisfaction means everything to us, and we're committed to providing the best possible shopping experience.
Please read our refund and return policy carefully before placing your order.
💙 Order Cancellation
Because most of our products are personalized and made specifically for each customer, production begins shortly after an order is placed.
Orders may be cancelled within 24 hours of purchase.
If your cancellation request is received before production begins, your order will be cancelled and a full refund will be issued.
Once production has started, personalized orders cannot be cancelled.
Approved refunds will be returned to your original payment method within 3–5 business days after confirmation.
💙 Personalized Products
Most Notra products are made to order and customized specifically for you.
Personalized items may include (but are not limited to):
- Names
- Initials
- Dates
- Messages
- Logos
- Photos
- Custom artwork
Because these products are created exclusively for each customer, they cannot be resold.
For this reason, we do not accept returns or exchanges for personalized products due to:
- Change of mind
- Incorrect personalization information submitted by the customer
- Ordering the wrong size, color, or style
- Personal preference
Please carefully review all personalization details before placing your order.
💙 Eligible Returns
We gladly accept returns or replacements if:
- Your item arrived damaged during shipping.
- You received the wrong item.
- Your item has a manufacturing defect.
- The personalization does not match the information you submitted because of our mistake.
For non-personalized products, return requests must be submitted within 14 days of delivery.
Returned items must:
- Be unused.
- Be in their original condition.
- Include the original packaging whenever possible.
- Include proof of purchase or your order number.
Returns that do not meet these conditions may not be eligible for a refund.
💙 Return Shipping
If the return is due to our error (wrong item, damaged item, or manufacturing defect), we will gladly assist with a replacement or refund.
For all other approved returns, customers are responsible for return shipping costs.
Original shipping fees are non-refundable.
For items valued over $75 USD, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned packages.
💙 How to Request a Return
Please contact our customer support team before returning any items.
📧 Email: business@notrasupply.com
Please include the following information:
- Order Number
- Reason for Return
- Photos or Videos (if applicable)
Our team will review your request and respond within 24 business hours.
If your return is approved, please send your item to:
Return Address
Notra
6261 Davidson St
Chino, CA 91710
United States
Please include your order number or proof of purchase inside the return package.
Returns sent without prior authorization may not be accepted or processed.
💙 Refunds
Once your returned item has been received and inspected, we will notify you via email regarding the status of your refund.
If your refund is approved, it will be processed to your original payment method within 3–5 business days.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
💙 Late or Missing Refunds
If you haven't received your refund:
- Check your bank account again.
- Contact your credit card company or payment provider.
- Contact your bank, as processing times may vary.
If you've completed these steps and still have not received your refund, please contact us at:
💙 Exchanges
We only replace items if they are:
- Damaged
- Defective
- Incorrect due to our error
If you need a replacement for one of these reasons, please contact us at:
We'll work with you to resolve the issue as quickly as possible.
💙 Gifts
If your item was purchased as a gift and shipped directly to you, approved refunds will be issued as Notra Store Credit.
If the item was not marked as a gift during checkout, refunds will be issued to the original purchaser.
💙 Need Help?
If you have any questions about our Refund & Return Policy, we're always happy to help.
We aim to respond to all inquiries within 24 business hours.
💙 Our Promise
Every Notra piece is created with care, crafted with intention, and made just for you.
We believe personalized gifts should be more than beautiful—they should hold meaning, celebrate special moments, and become cherished keepsakes for years to come.
Thank you for choosing Notra. We're honored to be part of your story. 💙