Refund / Return Policy
General
In general, custom printed orders are non-refundable since they cannot be resold. If there is an issue with your order, we will be happy to work with you to come to a solution. Refer to our Terms of Service to see if the issue falls into our allowable range. Since all of our items are handmade, there may be variations between or even within an order.
Items that have a mechanical issue or manufacturer's defect will be reprinted and re-shipped to the customer. A mechanical issue in most cases means a flaw in the product that prevents it from being used for its intended purpose.
Cancellations
If there is an error with your order you can cancel the order within 12 hours of placing it. This can be done from the order confirmation email or through your dashboard. Once an order has started production, we can no longer make changes to it or cancel it.
Sizing Issues
Since all garments are printed and made-to-order we cannot replace/remake a garment that was not ordered in the correct size. Please verify product sizing before ordering and using the guides on our product pages to check measurements.
Reporting issues with a product
In order to resolve issues with an order, the issue must be reported to us within 14 days of receiving the order. When contacting us with an issue, be sure to include photos that illustrate the problem. Email us at 1812strongandfree@gmail.com or use our contact form to report the issue. See more about reporting product issues below.
Return Shipping
1812 Strong and Free will cover the return shipping cost when an issue is deemed to have been a manufacturing defect. In the case of a return initiated by the customer for reasons other than a manufacturing defect, the return shipping cost will be borne by the customer. All returns must be received within 30 days after the request is granted. The return address will be provided by customer service depending on the location.
Delivery challenges and non-delivery
We work with various postal systems to complete delivery of your orders. In some cases, deliveries encounter issues that either delay or prevent you from receiving your order. When delivery issues arise, there are some limited actions we can take to help resolve the issue including contacting the postal service and opening a case with them.
Wrong Address provided on an order
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.
Missing package that shows as delivered
In the case of a package that shows as delivered, confirmed by the tracking number, the proper course of action will be for 1812 Strong and Free to open a claim with the postal system on your behalf. We do not remake orders that show as delivered. We will work with you on a case-by-case basis to resolve your specific situation.
Once we receive payment for your order, we fulfill the order and pass it onto the carrier. This is also the moment where you or your customer legally become the owner of the products.
Damage to a package and Insurance
Once your package leaves our studio, it is the responsibility of the Carrier. Damage caused by the Carrier or by careless opening is not the responsibility of 1812 Strong and Free. If a package is damaged by the Carrier, we can open a claim if the package was insured.
Enhanced shipping options and insurance
If your address historically has non-delivery issues, contact us to request your package be delivered with a signature or with other special instructions. Additional fees may apply depending on your request.
We ship all packages with the standard insurance included in the base price of the service and the amount of insurance varies with each postal system. If you would like to increase the insurance amount on your package, contact us for the additional cost.
Donations
In an effort to reduce the impact of returned products, we reserve the right to donate or recycle any returned or undelivered items. Custom printed products will not be resold.
Cases when an order is refundable.
Orders are refundable when, but not limited to the following situations:
- 1812 Strong and Free is unable to produce part or all of your order due to a limitation of our manufacturing equipment
- You request a change or cancellation to the order and the order has not started production. Within 12 hours of placing an order, you can cancel an order yourself from your account.
- An order is deemed to have a manufacturing defect as determined on a case-by-case basis.
If you have an issue with your order, refer to our reporting steps below
Reporting an issue
If you receive a product that has an issue, follow these steps to report it to us:
- Take good quality pictures that clearly illustrate the problem. If the problem is related to sizing, try to place a tape measure on the item to indicate the problem.
- Email us at 1812strongandfree@gmail.com
- In the subject title, please put the order number so we can easily look up your information.
- We will confirm we received your email and will respond within 48 hours.
In order to resolve cases, we must be contacted within 14 days of the date of delivery or we may not be able to help resolve the issue.
We may ask you for more information or pictures if the submitted photos are not clear enough. We take quality concerns very seriously and sometimes it can take a bit longer to review a problem if it is more complicated. We will work with you to find a solution that is appropriate to your specific issue. Possible resolutions include reprinting the order, crediting the order, providing a credit to have the items to be fixed at your local tailor, or in rare cases, refunding the order.