Returns & Refund Policy Last Updated: September 8, 2026
Final Sale & Returns
All made-to-order planner products are final sale, except for our errors or defects. This includes planner inserts and refills, calendars, and bound planners, whether or not they are personalized.
We do not accept returns, exchanges, or refunds for a change of mind, an incorrect size or option selected at checkout, or an unapproved customization request. This applies even if the product is unused or has no personalization.
If we made an error or your item is defective, please follow the Errors & Defects process below. Contact us before sending anything back.
Exchanges
We do not offer wrong-size or preference-based exchanges for made-to-order planner products. Please check measurements, punch style, and all selected options before purchasing. Contact us before purchase if you need help choosing.
If we sent an item, size, or option different from what you ordered, we will correct our error through the Errors & Defects process.
Authorized Returns for Errors or Defects
Returns are authorized only to resolve our errors or defects. Unused or resalable condition does not make a final-sale product eligible for a voluntary return. A defective product does not need to be in resalable condition to qualify for help.
If we request an authorized return, keep the original packaging when possible, include your order number, and package the item securely.
Return Procedure
Contact us within 2 days of delivery with your order number and clear photos of the issue. We will review the problem and provide instructions.
Do not send items back without authorization. If a return is required to resolve our error or a defect, we will provide prepaid return instructions. Include your order number and ship within 7 days of receiving authorization.
Shipping Costs
We cover shipping for replacements due to our errors or defects, and return shipping if we require an authorized return. We do not offer voluntary returns of made-to-order planner products.
Cancellations
You have a 4-hour grace period after placing an order to cancel and receive a full refund. After this period, your order will be processed and cannot be canceled.
- If you refuse delivery, a refund will not be provided.
Errors & Defects
Final sale does not exclude help for our errors or defects. Contact us within 2 days of delivery with your order number and clear photos of the received products.
We will replace the incorrect or defective item with the same item and cover replacement shipping. If a return is needed, we will provide authorization and prepaid return instructions.
Small hand-crafted variations are normal. Missing pages, production defects, or an item that differs from your order are issues we will help correct.
Products Covered by Final Sale
All made-to-order planner products are final sale, except for our errors or defects. This includes planner inserts and refills, calendars, and bound planners, whether or not they are personalized.
Sale/discounted items, seconds and clearance, customized products (including products with an option to add text even when left blank), bound products, and leather goods remain final sale. A separate “Final Sale” label is not required for a made-to-order planner product to be final sale.
The exception for our errors or defects applies to these products. The cancellation window is described in Cancellations above.
Changes to Orders
Contact us immediately if you need to change an order. We cannot edit orders in processing. Cancellation and a full refund so you can place a new order are available only within the 4-hour cancellation window. After that window, orders cannot be canceled or refunded for changes.
A replacement order takes a new place in the queue. Requests in order notes do not change the options purchased.
Shipping Damage
If your order arrives damaged, you must file a claim directly with the shipping carrier (USPS or UPS). Both carriers require the buyer to submit the claim online, as proof of damage must be provided by the recipient.
- Keep all original packaging, including the shipping box or bag.
- Take clear photos of the damage, including the packaging and product.
- File a claim directly with:
- All orders are insured through the respective carrier, and they will process your claim.
Shipping & Processing Time
CityGirl Planners ships from Lexington, Kentucky, via USPS and UPS. For full details on processing and shipping times, see our Shipping Policies.
Digital Products
Due to the nature of instant downloads, all digital products are non-refundable and non-exchangeable.
Customization, Order Notes & Personalization
Personalization is available only where shown on the product page. We do not offer custom layouts, fully custom designs, one-off formats, or edits to our templates.
Requests left in order notes will not be honored unless approved by us before purchase. Options not shown on the product page are not currently offered.
Please contact us before purchasing if you need clarification. Leaving a request in order notes does not add an option to your order.
We reserve the right to refuse embossing or personalization of any phrase or wording that we deem inappropriate or offensive.