At ONTShirtSales, we want our customers to have a positive shopping experience. If you experience a problem with your order, please contact our customer support team so we can review the issue and provide the appropriate solution.
1. Returns and Exchanges
Because many of our apparel products are made or prepared specifically for each order, returns or exchanges due to a change of mind, incorrect size selection, or incorrect color selection may not always be accepted.
We strongly recommend reviewing the product description and size chart carefully before placing your order.
If you receive an incorrect, defective, or damaged product, please contact us as soon as possible so we can review the situation.
2. Damaged or Defective Products
If your item arrives damaged or has a manufacturing defect, please contact us within 7 days of delivery.
To help us investigate the issue, please provide:
- Your order number
- Your full name
- A description of the problem
- Clear photos of the product
- Photos showing the packaging, if applicable
After reviewing your request, we may offer an appropriate solution, which may include a replacement, refund, or other resolution depending on the circumstances.
3. Wrong Item Received
If you receive an item that is different from what you ordered, please contact us within 7 days of delivery.
Please provide your order number and clear photos of the item you received. We will review the issue and, when the error is confirmed, work with you to provide an appropriate resolution.
4. Incorrect Size
Customers are responsible for selecting the correct size when placing an order.
Please carefully review the size chart provided on the product page before completing your purchase.
If you contact us shortly after placing an order and the order has not yet entered processing or production, we may be able to change the size.
If the order has already entered production or has been shipped, changing the size may no longer be possible.
If we are able to change the size before processing and the new size has a different price, the applicable price difference may be refunded or charged accordingly.
5. Change of Mind
We generally do not accept returns or refunds solely because a customer changes their mind after an order has been processed or produced.
If you wish to cancel an order shortly after placing it, please contact us immediately. We will check whether the order has entered processing and determine whether cancellation is possible.
6. Order Cancellation
Cancellation requests should be submitted as soon as possible after an order is placed.
Once an order has entered production, processing, or shipping, cancellation may no longer be possible.
If an eligible cancellation is approved, the applicable refund will be issued to the original payment method.
7. Refunds
If your refund request is approved, the refund will be issued to the original payment method used for the purchase, unless otherwise agreed.
After we process the refund, the time required for the funds to appear in your account may depend on your bank or payment provider.
Depending on the circumstances of the order, shipping fees may not be refundable.
8. Partial Refunds
In certain circumstances, we may issue a partial refund instead of requiring a return or replacement.
For example, a partial refund may be considered when:
- An order is changed to a lower-priced size before processing.
- A minor issue does not affect the overall usability of the product.
- Another resolution is mutually agreed upon between the customer and our support team.
The amount of any partial refund will depend on the specific circumstances.
9. Lost Packages
If your package appears to be lost during transit, please contact us with your order number and tracking information.
We will review the tracking information and work with the relevant shipping carrier when necessary to determine the appropriate next steps.
10. Incorrect Shipping Address
Customers are responsible for providing an accurate and complete shipping address.
If you provide an incorrect address, please contact us as soon as possible before your order is shipped. We will do our best to update the address if the order has not yet been processed or shipped.
Once an order has been shipped, we may not be able to change the delivery address.
Additional shipping costs may apply if a package needs to be reshipped because of an incorrect address provided by the customer.
11. Items Not Eligible for Return or Refund
Unless otherwise required by applicable law, the following situations may not qualify for a return or refund:
- Change of mind after production has started.
- Incorrect size selected by the customer.
- Incorrect color selected by the customer.
- Incorrect shipping address provided by the customer.
- Normal variations in product color caused by different screens or display settings.
- Products damaged after delivery through customer misuse or improper care.
- Requests submitted outside the applicable reporting period.
12. How to Request a Refund or Replacement
To request a refund, replacement, or other resolution, please contact us at:
Email: [email protected]
Please include:
- Order number
- Customer name
- Email address used for the order
- Description of the issue
- Photos or other supporting information when applicable
Our support team will review your request and respond with the available options.
13. Refund Processing Time
Once a refund has been approved and processed, the funds may take several business days to appear in your account, depending on your payment provider or financial institution.
ONTShirtSales is not responsible for delays caused by banks or third-party payment processors after the refund has been successfully issued.
14. Policy Changes
ONTShirtSales reserves the right to update or modify this Return and Refund Policy from time to time.
Any changes will be posted on this page and will become effective when published.