Policies

Welcome to Rankup (rankupjo.com) ("Rankup", "we", "us"). By browsing the site, creating an account, or placing an order, you agree to these terms. Rankup sells made-to-order streetwear (hoodies, t-shirts, and similar items) customized with printed or embroidered icons, text, names, and numbers that you choose at checkout. Because every order is produced specifically for you after payment, production only begins once your payment is confirmed by our system or payment provider. Prices are shown in Jordanian Dinar (JOD) and are calculated and confirmed on our servers at checkout; prices shown while customizing are estimates until confirmed. You may pay an upfront deposit online and the remaining balance in cash on delivery, or pay the full amount online, depending on the option offered at checkout. Accepted online payment methods currently include PayPal and CliQ (a manual bank transfer confirmed by our team — see the Shipping policy for details). A minimum online payment of 1.000 JOD (or the remaining balance, if less) applies where a partial deposit is offered. One coupon may be applied per order, as a percentage discount on products and customization only (not delivery fees), subject to the coupon's active dates. You are responsible for the accuracy of the customization you submit (text, uploaded images, size, and address) and for holding the rights to any image you upload. We may refuse or cancel an order we reasonably suspect is fraudulent, abusive, or violates these terms, including uploaded content that is illegal, infringing, or offensive. Once an order enters production it generally cannot be changed or cancelled; before that point, contact us and we will do our best to help. See the Custom Products, Shipping, and Returns policies for more detail on production, delivery, and remedies for defects. These terms are governed by the laws of the Hashemite Kingdom of Jordan, including applicable consumer protection and electronic transactions legislation, subject to the jurisdiction of the courts of Amman, Jordan. We may update these terms from time to time; continued use of the site after an update means you accept the revised terms. Questions: support@rankupjo.com.

This policy explains what personal data Rankup (rankupjo.com) collects and how we use it. What we collect: account details (name, email, phone), one editable delivery address, preferred language, an optional size profile (height/weight, deletable at any time), your order history, images and text you upload for customization, and messages you send us. If you consent to analytics/cookies, we also collect usage data (pages viewed, product interactions, checkout steps) via Google Analytics; analytics only run after you accept our cookie banner, and you may decline. Why we collect it: to create and secure your account, calculate prices and taxes, produce and deliver your order, confirm payments, respond to support requests, publish reviews you submit (after our approval, first name only shown publicly), send order and account emails, and — only with consent — understand site usage to improve it. Who processes it: we use trusted service providers acting on our behalf, including Supabase (database, authentication, and file storage), Vercel (application hosting), Resend (transactional email delivery), and PayPal (online payment processing). CliQ transfers are made directly through your own bank; we only see the reference you submit to confirm it. These providers process data only to deliver their service to us and are bound by their own data protection commitments. Uploaded files: images you upload for customization are private to you and your order and are used only to produce your item; production files may be downloaded internally by our team for manufacturing. Retention: we keep account data while your account is active. If you delete your account, we remove what we can, but necessary order and accounting records are archived for 5 years as required by applicable tax/commercial record-keeping rules. Your rights: you may access, correct, or request deletion of your personal data, and delete your account at any time from your account settings (with confirmation). Contact support@rankupjo.com for any privacy request or question. We may update this policy; material changes will be reflected here with a new effective date.

Every Rankup item is made to order once payment is confirmed. This policy explains how customization works and what to expect. Customization types: you choose embroidery (from Rankup's design library only) or print (from the library, or your own uploaded image), placed within customization zones we've prepared for each product. You may combine embroidery and print in different zones, and add text/name/number in a supported font, color, and size. Movement and resizing are allowed within a zone's boundaries; rotation is not, and our system checks placement server-side to prevent overlap or out-of-bounds placement. Uploads: you may upload PNG/JPG/WebP images. You confirm you own or are licensed to use any image you upload, and that it does not infringe copyright/trademark rights or contain illegal, offensive, or harmful content; we may reject such uploads. Your original file is kept for production and is private to your account and order. Preview and accuracy: before you order, we generate a 3D/preview pack showing the piece, placement, and measurements in centimeters. Please review it carefully — colors may vary slightly between screens and the finished product, and this is not considered a defect. Production: production begins only after payment is confirmed and normally takes 5–7 working days from confirmation, shown on your order once payment is confirmed. Because each item is cut, printed, or embroidered specifically for your order, changes or cancellations are not possible once production has started; contact us before that point and we'll try to help. Returns: as customized goods made to your specification, custom items are not eligible for return or refund for change of mind. They may be returned or replaced only if defective or if we sent the wrong item — see the Returns policy for how to report this and within what time frame. Questions about customization before you order: support@rankupjo.com.

Please choose your size carefully — Rankup pieces are made to order, and this affects exchanges. Before you order: check our size guide (measurements in centimeters) for each product before selecting a size. You may optionally save a size profile (height/weight) in your account to help you choose; this is a guide only and does not guarantee fit. Non-customized items: if you ordered a ready item without personal customization (no uploaded image, text, name, or number) and it doesn't fit, contact support@rankupjo.com within 48 hours of delivery to request a size exchange. Exchanges are subject to: the item being unworn, unwashed, and in its original condition; the requested size being in stock; and the exchange shipping cost is paid by the customer, except for defective or wrong items for return/redelivery. We currently handle exchanges manually through support rather than an automated online return flow — we'll confirm the process and any cost with you by email. Customized items: items that include your own text, name, number, uploaded image, or a size-dependent placement chosen by you are produced specifically to that order and are not eligible for a size exchange, except where the item is defective or doesn't match what you ordered — see the Returns policy. How to request an exchange: email support@rankupjo.com with your order number, the item, and the size issue. We'll confirm eligibility and next steps, including whether a price difference or shipping cost applies. Questions about sizing before you order are always welcome at support@rankupjo.com.

Where we deliver: at launch, Rankup delivers within Jordan only. Delivery fees per area are listed above and in your bag; your address is confirmed at checkout. Delivery fee: each delivery zone has a fixed fee per order, shown before you pay and included in your order total. Payment and production timing: production only starts once your payment is confirmed by our system or payment provider (never before). You may pay a deposit online and the rest in cash on delivery, or pay in full online, depending on the option shown at checkout. Online payments are accepted via PayPal, and via CliQ as a manual bank transfer: you send the transfer to our CliQ alias, submit the reference number, and our team manually confirms it before production begins — this confirmation is not instant. A minimum online payment of 1.000 JOD (or the remaining balance, if less) applies where a deposit option is offered. Any remaining balance is always shown on your order and is paid in cash to the courier on delivery. Lead time: once your payment is confirmed, your order moves to production and an estimated total delivery time (a single figure set by us, e.g. "5–7 working days") appears on your order — it is not shown before payment is confirmed, since production only starts then. Order status: your order moves through Payment Confirmed → Order Received → In Production → Ready for Delivery → Out for Delivery → Delivered. You can track the current status from your account; you'll also receive status emails where enabled. Delivery: delivery is currently carried out by our delivery partner. Please ensure your address and phone number are correct and that someone is available to receive the order and pay any remaining balance in cash. Changes: to change your address or delivery details after ordering, contact support@rankupjo.com as soon as possible and before production/dispatch — we cannot guarantee changes once an order is in production or out for delivery.

Custom items: because every Rankup item is made to order with your chosen customization (embroidery/print, text, name, number, or uploaded image), custom items cannot be returned or refunded for change of mind, wrong size chosen, or similar reasons. They can only be returned, replaced, or refunded if the item is defective (a manufacturing fault) or if we sent the wrong item/customization. Non-customized items: if you ordered a ready item without personal customization, see our Size Policy for size-exchange terms; the defect/wrong-item process below applies to these items too. How to report a defect or wrong item: contact support@rankupjo.com within 48 hours of delivery with your order number, a description of the issue, and clear photos of the item (and packaging, if relevant). Reports made after this window, or without photos, may not be eligible. What happens next: we review your report and confirm whether it qualifies for a replacement or refund. If approved, we will arrange a replacement (remade at no extra cost) or a refund, as appropriate. Refunds are processed manually by our team back to your original payment method (or by manual CliQ/bank transfer for CliQ payments) and are recorded in our system once sent; please allow up to 7 business days after approval. Order changes/cancellations: you may request a change or cancellation only before production starts, by contacting support@rankupjo.com; any price adjustment is handled directly with our team. Once production has started, the order cannot be changed or cancelled. Consumer rights: nothing in this policy limits any right you have under applicable consumer protection law in Jordan. If you believe an item is faulty and we haven't resolved it, contact us first at support@rankupjo.com so we can help.