Return & Refund Policy
We want you to be happy with your order. Please review the policy below before requesting a return, replacement, or refund.
Made-to-Order Products
Each item is made specifically for you after your order is placed. Because our products are made to order, we generally do not accept returns or exchanges for:
- Choosing the wrong size
- Selecting the wrong color
- Changing your mind
- Ordering the wrong product
- Minor color differences between your screen and the physical product
Please review the product description, color options, and size chart carefully before completing your purchase.
Damaged, Defective, or Incorrect Items
We will gladly help if your order arrives:
- Damaged
- Defective
- Misprinted
- In the wrong size or color due to our error
- Different from the product you ordered
Please contact us within 7 days of delivery at:
Include the following information:
- Your full name
- Your order number
- A description of the issue
- Clear photos of the item
- A photo of the shipping label and packaging, when applicable
After reviewing your request, we may offer a replacement or refund.
Return Eligibility
A return may be accepted only when approved by our customer support team.
To qualify for an approved return, the item must be:
- Unworn
- Unwashed
- Unused
- Free from stains, odors, pet hair, or damage
- In its original condition
Do not send an item back without contacting us first. Returns sent without prior approval may not be accepted.
Size Exchanges
Because every shirt is made to order, we do not normally offer free exchanges when the customer selects the wrong size.
Please check the size chart provided on the product page before ordering.
If you contact us before production begins, we may be able to update the size or color. Changes are not guaranteed once production has started.
Order Changes and Cancellations
Contact us as soon as possible if you need to change or cancel your order.
We may be able to make changes before production begins. Once an order has entered production, it cannot normally be changed or canceled.
Refunds
When a refund is approved, it will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.
Original shipping charges are non-refundable unless the order was damaged, defective, incorrect, or lost due to an error on our part.
Return Shipping Costs
If the return is caused by our error, we will provide instructions regarding return shipping or replacement.
For other approved returns, the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of packages sent without tracking.
Lost or Stolen Packages
If your tracking information shows that the package was delivered but you cannot find it, please:
- Check your mailbox and surrounding property.
- Ask household members or neighbors.
- Contact the shipping carrier.
- Contact us for additional assistance.
We cannot guarantee refunds or replacements for packages marked as delivered by the carrier.
Returned-to-Sender Packages
Orders returned because of an incorrect or incomplete address may require an additional shipping payment before being resent.
Shipping fees for returned-to-sender packages are generally non-refundable.
Sale Items and Gift Cards
Gift cards are non-refundable.
Sale items may be eligible for replacement or refund only when they arrive damaged, defective, or incorrect.
Contact Us
For questions about returns, replacements, or refunds, contact us at:
Email: truenorthteesusa@gmail.com
Response time: 1–2 business days