Refund policy
Last updated: September 17, 2026
Every Ourcade product is personalized and made to order for one person, using the name, photo and details you give us. Because we cannot resell a personalized item, all sales are final. We do not accept returns or exchanges, and we do not offer refunds for change of mind. This policy explains when you can cancel and what we do if something goes wrong. It forms part of our Terms of Service. Ourcade is a brand of Pixel Framers LLC.
Before you order
You see a preview of your personalized game before you buy. When you approve the preview and place your order, you are approving the artwork, name and spelling as shown. Please check them carefully. Differences that come from the approved preview, from the artistic pixel-art style, or from how colors look on your screen compared with the finished product are not defects.
Cancelling an order
You may cancel for a full refund at any time before production of your order begins. Production usually starts soon after you order, so contact us as quickly as possible at hello@ourcade.com with your order number. Once production has begun, the order cannot be cancelled or changed. Pre-orders and other purchase options are covered by our Purchase Options Cancellation Policy.
Damaged, defective or incorrect orders
We stand behind what we make. If your order arrives damaged, does not work properly, or is materially different from the preview you approved, email hello@ourcade.com within 14 days of delivery with:
- your order number,
- a short description of the problem, and
- photos or a short video showing it, including the packaging if it arrived damaged.
If we confirm the problem, we will repair or replace the item at no cost to you, including shipping. If we cannot repair or replace it, we will refund it. We may ask you to send the item back using a prepaid label that we provide. Please do not send anything back without contacting us first, because items sent without authorization cannot be accepted.
What is not covered
- Change of mind, or a gift that was not wanted.
- Errors in the name, photo or details you submitted or approved in the preview.
- Damage caused by misuse, drops, liquids, heat, unauthorized repair or normal wear after delivery.
- Problems reported more than 14 days after delivery.
Delivery problems
Please make sure your shipping address is complete and correct. We are not responsible for orders delivered to an address that was entered incorrectly. If your tracking has not updated for 10 business days, or shows delivered and you cannot find the package, contact us and we will work with the carrier to locate it. If the carrier confirms that the package was lost in transit, we will remake and reship your order at no charge.
How refunds are paid
Approved refunds go to your original payment method, normally within 10 business days of our confirmation. Your bank or card issuer may take additional time to post the refund. Shipping is free on our orders, so there is no shipping charge to refund.
Your legal rights
Nothing in this policy limits any rights you have under applicable law that cannot be waived.
Contact
Pixel Framers LLC, doing business as Ourcade
2003 Atlantic Ave, Manasquan, NJ 08736, United States
hello@ourcade.com