Refund policy

Effective Date: November 11, 2026

At Fastio, customer satisfaction is important to us. We want every parent and family to feel confident when shopping for children's clothing and baby apparel. If your purchase does not meet your expectations, we offer a straightforward return and refund process under the terms outlined below.

1. Return Eligibility

Fastio accepts returns within 30 calendar days of the delivery date.

To qualify for a return, the following conditions must be met:

  • Items must be unworn, unwashed, unused, and in their original condition.

  • All original tags, labels, and packaging must remain attached or included.

  • Items must be free from stains, odors, damage, or signs of wear.

  • Customers must provide a valid order number or proof of purchase.

All eligible children's clothing and baby apparel, including discounted items, are covered by this return policy.

Items that have been worn, washed, altered, damaged after delivery, or returned without their original tags may not qualify for a refund.

2. How to Request a Return

To initiate a return, please contact our customer service team before sending any merchandise back.

Contact Information:

Please include the following information in your return request:

  • Your full name

  • Order number

  • Product name or description

  • Reason for the return

  • Photos of the item, if it arrived damaged, defective, or incorrect

Our customer service team will review your request and provide return instructions, including the authorized return shipping address.

Important: Please do not send returned merchandise to our business mailing address. Our registered business address is not a return warehouse or merchandise receiving facility. Returns must be sent only to the return address provided by our customer service team.

Unauthorized returns or packages sent to an incorrect address may experience processing delays.

3. Return Shipping Costs

For returns due to a change of mind, incorrect size selection, or personal preference, customers are responsible for the return shipping costs.

If an item arrives damaged, defective, or incorrect due to an error on our part, Fastio will cover the reasonable return shipping costs and provide instructions for resolving the issue.

We do not charge restocking fees.

Original shipping charges are non-refundable for returns resulting from personal preference or a change of mind.

4. Refund Process

Once your returned item arrives at our designated return facility, our team will inspect it and verify that it meets the return eligibility requirements.

After the inspection is completed and the return is approved:

  • Refunds will be issued to the original payment method used for the purchase.

  • Approved refunds will generally be processed within 5–10 business days.

  • Your bank or payment provider may require additional time to post the refund to your account.

You will receive an email notification once your refund has been processed.

If you have not received your refund after 10 business days from the refund confirmation, please contact us at Fastio@vipcareo.com.

5. Damaged, Defective, or Incorrect Items

We want you to receive exactly what you ordered and expect.

If your order arrives damaged, defective, or contains an incorrect item, please contact us within 7 calendar days of delivery.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs showing the affected item and its condition

  • Photographs of the packaging, if relevant

After reviewing the information, we will arrange an appropriate resolution, which may include a replacement or a full refund.

Customers will not be responsible for return shipping costs when the issue is caused by an error on our part.

6. Order Cancellations and Processing Time

Customers may request an order cancellation before the order has been processed or shipped.

Our order cutoff time is 5:00 PM Eastern Time (ET).

Orders placed before 5:00 PM ET on a business day are considered received on that business day. Orders placed after 5:00 PM ET, on Sundays, or on recognized public holidays are considered received on the next business day.

Once an order has been processed or shipped, cancellation may no longer be possible. In that case, customers may request a return in accordance with this policy after receiving the merchandise.

If a cancellation is approved before shipment, the payment will be refunded to the original payment method.

7. Exchanges

At this time, Fastio handles product issues and customer preferences through our return and refund process rather than direct exchanges.

If you need a different size, color, or style, you may return the eligible item under this policy and place a new order for your preferred product.

8. Customer Service Hours

Our customer service team is available during the following hours:

  • Monday – Saturday: 9:00 AM – 5:00 PM Eastern Time (ET)

  • Sunday: Closed

  • Public Holidays: Closed

All times follow the local time zone of Rochester, New York, USA, including Eastern Standard Time (EST) and Eastern Daylight Time (EDT), depending on the season.

Messages received outside business hours will be answered on the next business day.

9. Contact Us

If you have questions about returns, refunds, cancellations, or an existing order, please contact us:

Store Name: Fastio
Business Address: 45 Royal View Dr, Rochester, NY 14625, USA
Phone: +1 585-594-0361
Email: Fastio@vipcareo.com