Returns and Refunds

 

Please be mindful of the fact that each item that you order is custom made for you, and that we are a small veteran-owned business who partners with larger fulfillment centers to offer you some of the best products available and each return is a direct loss to us. Please be kind and don't place orders just to check items out and then send them back.

 

That being said... If something is wrong with your order, we will do our best to make it right. Please contact us prior to returning any item.

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Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received.

 

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.

 

Claims deemed an error on our part are covered at our expense.

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If you notice an issue on the products or anything else on the order, please submit a problem report.

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Wrong Address - If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).

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If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Thwack Life won't cover the cost of reshipping or refunding the order. That is a claim with the carrier by the customer.

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There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."

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If the customer is unable to locate the package, they will need to place a new order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

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Thwack Life does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons.

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Please contact us before returning any products. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion. If you choose to accept returns or offer size exchanges to your end customers, you would need to place a new order at your expense for a face mask or a product in another size.

 

Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.

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Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

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1. the supply of goods that are made to the consumer's specifications or are clearly personalized;

2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

therefore Printful reserves rights to refuse returns at its sole discretion.

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This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.