Refund Policy
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Refunds at a glance
- Refund timing: issued to your original payment method within 7 calendar days after approval.
- Approval means: your return was received and inspected, your photo claim was accepted, or your cancellation was confirmed.
- Eligible period: claims and return requests within 60 days of delivery.
- Restocking fees: none, ever.
- Shipping: we ship for free, so there is no outbound shipping charge to refund or deduct.
- Contact: [email protected], reply within 1 business day.
1. About this policy
This Refund Policy explains the money side of Shift Pride orders: when you are entitled to a refund, how much, how it is paid and how long it takes. The practical steps for sending an item back or swapping a size are on our separate Returns & Exchanges Policy. The two pages use the same numbers. If you only want to stop an order before it is printed, the faster route is our Cancel or Change an Order page.
Shift Pride sells profession apparel and gifts printed to order in the USA: tees, hoodies, sweatshirts and mugs for nurses, teachers, first responders, tradespeople, drivers, chefs and office crews. The store is operated under the trade name Shiftpride, 311 Florida Street, Knoxville, TN 37915, United States.
2. When you can get a refund
| Situation | What is refunded | When approval happens |
|---|---|---|
| Order cancelled within the change window, before production | 100% of the amount paid | When we confirm the cancellation |
| Damaged, misprinted, defective or wrong item | 100% of the item price (and any taxes charged on it); return postage covered by us | When we accept your photo claim, or when the item reaches us if we asked for it back |
| Parcel lost by the carrier | 100% of the lost items, if you prefer a refund to a free reprint | When the carrier investigation ends or 5 business days after it is opened |
| Change of mind, item returned in original condition | 100% of the item price; your return postage is not refunded | When the return arrives and passes inspection (within 2 business days of arrival) |
| Exchange for a cheaper item | The price difference | When the original item passes inspection |
| Item returned worn, washed or damaged after delivery (not our error) | A partial refund we explain to you first, or the item is sent back to you | After we contact you and you agree |
3. How long a refund takes
Once a refund is approved, we issue it within 7 calendar days, and in practice usually much sooner. Approval is the moment one of these things happens:
- we confirm in writing that your order is cancelled;
- we accept a photo claim for a damaged, misprinted or wrong item;
- a returned item arrives and passes inspection, which we complete within 2 business days of arrival;
- a carrier investigation for a lost parcel ends, or reaches the 5-business-day limit, and you choose a refund.
After we issue the refund, your bank, card issuer or payment provider may take additional time to show it on your statement. That part is outside our control, but if you have not seen the money 10 days after our refund email, contact us and we will send you the refund reference so your bank can trace it.
4. How refunds are paid
Refunds always go back to the original payment method used at checkout. We cannot send a refund to a different card, a different account or a different person, because that protects you and the payer from fraud. If the original card has been cancelled or expired, the card issuer normally routes the refund to the replacement card or account; your bank can confirm this.
If you prefer store credit instead of a refund, for example to put the money toward a hoodie for the next cold season, tell us. Store credit is optional and never forced on you.
5. Partial refunds
We only issue a partial refund in two situations: when you exchange for a cheaper item and we refund the difference, or when a change-of-mind return comes back in a condition that makes it unsellable and unwearable for reasons that are not our fault. In the second case we email you photos and the proposed amount before doing anything. You can accept the partial refund or ask for the item to be sent back to you at your expense. We never quietly deduct amounts.
6. Shipping costs, taxes and duties
Standard shipping to the United States, Canada, Australia and New Zealand is free, so outbound shipping is never deducted from a refund. Return postage for change-of-mind returns is paid by you and is not refunded; return postage for our mistakes is free, either through a prepaid label or reimbursement of your tracked postage receipt. If sales tax was charged on the items you return, that tax is refunded with the item price.
Import duties and taxes collected by a foreign government or carrier on delivery to Canada, Australia or New Zealand are not collected by us, so we cannot refund them directly. Some countries allow you to reclaim import charges for returned goods; your local customs authority can explain the process.
7. Cancellations and refunds
You can cancel an order for a full refund within 24 hours of placing it, as long as it has not entered production or shipped. After production starts we cannot pull the item off the press, but you can still return it after delivery within 60 days. The full rules are on the Cancel or Change an Order page.
8. Lost and late parcels
If tracking stops moving for 7 business days or your parcel is clearly overdue, we open a carrier investigation. If the parcel is not found within 5 business days, you choose: a free reprint and reshipment, or a full refund of the lost items. The refund is issued within 7 calendar days of your choice. See section 9 of our Shipping & Delivery policy for details.
9. Chargebacks and payment disputes
If something is wrong with an order, please contact us before opening a dispute with your bank or payment provider. Most problems are solved within a day or two by email, and a dispute can freeze the money for weeks, which delays your refund rather than speeding it up. If you have already opened a dispute, tell us; we will respond to the provider with the facts and will not refuse a refund that is due to you because a dispute exists.
10. Refunds for gifts
If the person who received a gift wants to return it, we can issue store credit to them, or refund the original payer to the original payment method. We do not refund a gift recipient directly to their own card, because the money must return to the account it came from.
11. Crew and bulk orders
For orders with many items, each item is refunded individually. If five shirts in a crew order of twenty arrive misprinted, those five are reprinted or refunded at full price; the rest of the order is not affected. If you cancel a crew order within the change window, the entire amount paid is refunded.
12. Promotions and discounts
When an order used a discount, the refund equals what you actually paid for the returned item after the discount. If a discount required a minimum spend and a partial return drops the order below that minimum, we still honour the discount; we do not claw back promotional savings. We do not currently run any public coupon code; if we do in the future, its terms will be shown at checkout.
13. Refund status: how to check
We send an email at each step: when the refund is approved and when it is issued. Check your spam or promotions folder if you have not seen them. You can also look at your order on the Order Tracking page; refunded orders show the status “Refunded”. If you are not sure where things stand, write to us with your order number.
14. Worked examples
A cracked mug
Your teacher-appreciation mug arrives with a crack along the handle. You email a photo on the day it arrives. We accept the claim the same or next business day; that acceptance is the approval. You choose a refund, and the full price of the mug is issued within 7 calendar days. You do not need to send the broken mug back; please dispose of it safely.
A hoodie that runs big
Thirty days after delivery you decide the hoodie is too roomy and you would rather have your money back than exchange it. You request a return, we approve it and send the return address, and you post it with tracking within 14 days. It arrives, we inspect it within 2 business days, and the price of the hoodie is refunded within 7 calendar days of the inspection passing. The postage you paid to send it back is not refunded, because this was a change-of-mind return.
A tee printed with the wrong trade
You ordered a firefighter tee and received a trucker tee. This is our mistake. You send a photo, we reprint the correct tee and ship it free, and you keep or donate the wrong one unless we ask for it back. If you would prefer a refund instead of the reprint, it is issued within 7 calendar days of the claim being accepted.
A parcel that never arrives
Tracking to Auckland has not moved for 8 business days. You email us; we open a carrier investigation; after 5 business days the carrier still has no scan. You choose a refund, and it is issued within 7 calendar days. If the parcel turns up later, you can keep it or return it, whichever you prefer; we just ask you to tell us.
15. What we need from you
To keep refunds fast, please include your order number in every message, a photo for any damage or print problem, and tell us clearly whether you want a refund, a reprint or an exchange. If you are returning an item, use a tracked postage service and send us the tracking number once it is posted. With those details we can usually approve a claim on the same business day we read it.
16. Your legal rights
This policy does not limit any rights you have under consumer law in your country, state or province. For example, consumers in Australia have guarantees under the Australian Consumer Law, consumers in New Zealand under the Consumer Guarantees Act, and consumers in the United States and Canada under state, provincial and federal laws. Where a law gives you more than this page does, you get what the law gives you.
17. Contact
Questions about a refund? Email [email protected] with your order number, or use Submit a Ticket. We reply within 1 business day. For everything else, our Help Center and FAQs collect the answers people ask most.
Shiftpride, 311 Florida Street, Knoxville, TN 37915, United States.