Returns & Exchanges Policy
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Returns and exchanges at a glance
- Window: 60 days from the day your order is delivered, for every product, for any reason.
- Restocking fee: none.
- Our mistake (damaged, misprinted, defective, wrong item): we cover return shipping, or you may not need to send it back at all.
- Change of mind (including a different size or colour): you pay the return postage; we ship the exchange item to you free.
- Ship-back deadline: 14 days after we approve your return.
- Inspection: within 2 business days of the return reaching us. Approved refunds are issued within 7 days, as set out in our Refund Policy.
1. What this page covers
This page explains the steps of sending something back or swapping it for something else: how to start, what to pack, where it goes and what happens after it arrives. Our Refund Policy covers the money side: how much is refunded, to which payment method and how quickly. The two pages work together, and the numbers on both are the same.
Everything we sell is printed to order for you, which is why many shops in our category refuse returns altogether. We decided against that. If a tee does not fit, a blanket is not the shade you pictured or a hoodie is simply not right, you have 60 days from delivery to tell us.
2. Which items can be returned
Every product in our shop is covered by the 60-day window: tees, hoodies and sweatshirts, Hawaiian shirts, blankets, pillows, signs, ornaments and drinkware. Items should come back in the condition you received them: unworn apart from trying them on, unwashed, free of smells such as smoke or perfume, and without pet hair or stains. Tags, if the item had them, should still be attached, but original packaging is not required.
Personalised items
Some ornaments and gifts let you type a name or a date. We print exactly what you enter, so a spelling mistake typed at checkout cannot be returned as a defect. Personalised items are still covered if they arrive damaged, misprinted, or with text different from what you typed. If you notice a typo right after ordering, email us straight away; within the window on our Cancel or Change an Order page we can usually correct it before printing.
Items that need a different route
Parcels that never arrived are not returns; see the lost-parcel steps on our Shipping & Delivery page. Items damaged in transit are handled with photos first, as explained in section 5.
3. How to start a return or exchange
- Email [email protected] within 60 days of delivery, with your order number and the item or items you want to send back.
- Tell us whether you want an exchange (and for which size or colour) or a refund, and briefly why. The reason does not change whether you are approved; it helps us improve product pages and size advice.
- If the item is damaged, misprinted or wrong, attach clear photos of the item, the print area and the shipping label.
- We reply within 1 business day with an approval and the return address. Please do not post anything before you receive the address, because parcels sent to the wrong place can be lost.
- Pack the item and ship it within 14 days of approval. Keep the tracking number and the receipt.
- When the parcel arrives, we inspect it within 2 business days and email you the outcome.
4. Exchanges for a different size or colour
Sizing is the most common reason people write to us. Imagine you ordered a 2XL eagle tee for your father, and it fits across the chest but feels snug under the arms. Email us and ask for a 3XL. Once your return is approved and you have sent the 2XL back with tracking, we start printing the 3XL. You pay the postage for the 2XL to come back; we pay the shipping for the 3XL to reach you.
Because every item is made to order, the replacement is printed fresh and goes through the normal production time listed on our Shipping & Delivery page. If you are short on time, tell us in your email; if the replacement is urgent, we can start printing it as soon as the carrier shows your return in transit, rather than waiting for it to arrive.
Exchanges are available for the same design in another size or colour that we offer for that product. If you would like a different design or product, we process a return and refund and you place a new order. Before choosing a new size, check the measurements on our Size Guide against a garment you already own.
5. Damaged, misprinted, defective or wrong items
Printing by hand-fed machines and long-distance shipping both leave room for mistakes. If anything arrives that is not right, that is on us, and we put it right at no cost to you within 60 days of delivery.
| Problem | What to send us | What we do |
|---|---|---|
| Print faded, cracked, smudged or off-centre on arrival | Photos of the full item and a close-up of the print | Free reprint or full refund |
| Wrong size, colour, design or product | Photo of the item and its label | Correct item sent free; return label if we need the wrong one back |
| Hole, broken seam or other defect | Photo of the defect | Free replacement or full refund |
| Mug chipped, ornament or sign broken in transit | Photos of the item and the outer box | Free replacement or full refund, usually without sending it back |
| Personalised text different from what you typed | Photo of the text | Free reprint with the correct text |
For example, if a sherpa blanket arrives with a corner of the wolf artwork printed faintly, email us a photo of the whole blanket and a close-up of the corner. In most cases like this we do not need the blanket back at all; we send a new one or refund you, as you prefer. When we do need an item returned, for example to show the print partner a defect, we send a prepaid label or reimburse the postage you paid.
6. Change-of-mind returns
If you simply do not want an item, you can return it within 60 days of delivery. You pay the postage to send it back. Once it arrives and passes inspection, the refund of the item price is issued under our Refund Policy. Original shipping was free, so nothing is deducted for it. We never charge a restocking fee.
7. Packing and posting your return
- Fold garments and put them in a bag or envelope that will keep them clean and dry.
- Wrap mugs, ornaments and signs in paper or bubble wrap with padding on all sides.
- Write your order number on a piece of paper and put it inside the parcel.
- Use a tracked postal service. We cannot be responsible for return parcels lost without tracking.
- Customers in Canada, Australia and New Zealand: mark the parcel as a return of goods. Duties charged on returns are not refundable by us, which is why we recommend marking the parcel clearly.
8. What happens after inspection
We check that the returned item matches the order and is in the condition described in section 2. We then email you one of three outcomes: approved for refund, approved for exchange (the replacement goes into production), or not approved. If an item cannot be approved, for example because it has clearly been washed and worn for some time, we explain why and offer to send it back to you; we never keep an item without either a refund or an explanation.
9. Gifts
If you received one of our items as a gift, you can exchange it for another size or colour. Email us with the order number if you have it, or the buyer’s name and the approximate order date. Refunds for gifts go to the original payment method of the person who bought the item, unless they ask us otherwise in writing.
10. Late or incomplete returns
If a return arrives more than 14 days after approval, or after the 60-day window has passed, contact us and we will look at it fairly; we would rather solve a late return than refuse it on a technicality. Returns that arrive without any order information take longer to match, which is why the note with your order number matters.
11. Return questions by product type
T-shirts and Hawaiian shirts
Try the shirt on over light clothing and avoid deodorant marks on the inside. If the fit is wrong, an exchange is quicker than a return plus a new order. Hawaiian shirts are cut and sewn after printing, so the pattern may meet the seams slightly differently from the product photo; that is normal and not a defect, while a pattern that is visibly cut off, smeared or missing is.
Hoodies and sweatshirts
Hoodies are heavier to post back, so check the chest width on our Size Guide before asking for an exchange. Pull the drawstrings evenly before folding so they do not slip out in transit.
Blankets and pillows
Blankets should be folded, not rolled tightly, and kept away from pets before returning. Pillow covers that came with an insert should be returned with the insert.
Mugs, ornaments and signs
Breakable items damaged in transit almost never need to come back; photos are enough. For change-of-mind returns, wrap them well, because an item broken on its way back to us cannot be refunded as a change-of-mind return.
12. Return status at a glance
| Status | Meaning | Your next step |
|---|---|---|
| Requested | We have your email and are reviewing it | Wait for our reply, usually within 1 business day |
| Approved | You can send the item to the address in our email | Post it with tracking within 14 days |
| Received | The parcel has arrived | Nothing; inspection follows within 2 business days |
| Completed | Refund issued or exchange item in production | Watch for the refund or shipping email |
If your email shows a status you do not understand, or the status has not changed for longer than the times above, reply to that email and we will check it the same business day.
Two quick scenarios
A customer in Toronto receives a forest-green hoodie but wanted maroon. Because the colour she chose at checkout was forest green, this is a change of mind: she posts the hoodie back at her own cost, marked as a returned item, and we print and ship a maroon one free once the return is in transit. A customer in Brisbane receives a tee with the eagle print peeling at one edge after the first wash, done cold and inside out as advised. That is a print defect within 60 days: photos are enough, and we send a new tee or refund it.
13. Your rights under the law
This policy is in addition to any rights you have under the consumer law of your country or state. Nothing on this page limits those rights. If a law gives you more than we describe here, the law applies.
14. Contact
Email [email protected] with your order number. We answer within 1 business day, Monday to Friday, Pacific Time. Ready-made email subjects for returns and exchanges are on our Submit a Ticket page, and more answers are in the FAQs.
Native Heart Tee is operated by Nativehearttee, 160 Azure St., Morro Bay, CA 93442, United States. Please do not send returns to this address unless we give it to you in your return approval.