Under What Circumstances We Offer Returns and Refunds
Our #1 priority is to make sure our products make you happy! However, because our products are custom made and unique to each order, returns and refund can only be accepted when: our product is flawed due to our production errors, if the actual size is smaller than the announced size on the web, or if the final product is materially different from the product presented on the site.
To be more specific, Return and refund can be accepted in the following cases. How we handle these case may still vary depend on how serious the case is, and after we have collected all the relevant details. Below are how we generally handle frequent issues with fulfilling and shipping order:
- Shipping wrong item: We will replace the item.
- Damaged item: When our items are processed, it’s always intact and got no damage. However, there are many cases that there may be damages during transportation. In most cases, we will replace the item if the damage can be clearly seen. Please also send the proof of damage and the photo of the packaging label so we can inspect further.
- Small print area or broken print area (low quality printing): We will replace the item.
- Actual product is smaller than announced size: If the actual product is more than 1-2 inches shorter/longer/wider/smaller than the announced size chart, we will replace the item.
- Missing Item: If the order includes 2 or more items but the package the you received contains less than the actual order quantity, in most cases, t-shirttn will immediately send the missing item to the buyer. If you requests a refund for the order, we will send a partial refund for the order. The amount of the refund is calculated by the fulfillment cost for the missing item, and the shipping cost (if applicable).
- If the shipment is late for too long (more than 5 business days for US orders and more than 8 business days for International orders) more than the guaranteed shipping time, T-shirttn will immediately resend the item for you.
- We typically do not accept returns due to user error such as an undeliverable address, incorrect selection of sizes, designs, colors, etc.
Time-frame in which we accept returns
Any claims for return and refunds such as misprinted/damaged/defective items must be submitted within 15 days after the product is received. We won’t offer exchange for orders received after that time window. For exchange, you don’t need to return the item for us.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with the tag still attached.
How to submit a claim for returns/refund
Please email us at [email protected] with a photo of the product you received along with detail shots you wish to include. We will use this information to look into a replacement and prevent future errors.
Our customer service team will review your claim and contact you via email to discuss and investigate further:
- If you request a replacement/exchange and your claim is approved, we will immediately provide you with a replacement free of charge. (You don’t need to return the item for us)
- If your claim for return is approved, we will provide you with a return address. Customers are responsible for return and exchange shipping rates. Please allow 3-5 business days after your return is received for a refund to appear.
- If you request a refund and your claim is approved, we will immediately provide you with a refund. Please allow 3-5 business days after your return is received for a refund to appear.
- For all other requests please email us at [email protected] Our customer service team will review your claim and discuss with you about it.
- Any unauthorized returns, or returns of items that are washed, worn, or damaged due to user mistakes will not be eligible for a refund or replacement, and the item will be forfeited.
Late or missing refunds (if applicable)
Normally, you will receive the refund within 3-5 business days.
After 3-5 business days since the day we approve your refund claim, if you haven’t received a refund yet, please check your bank account or contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected] .
Promotion & Sale items (if applicable)
Only regular priced items is eligible for refund, unfortunately sale items cannot be refunded.
Shipping Returned Items
If your claim is approved, we will provide you with a return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.