Returns & Exchanges Policy
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Returns and exchanges at a glance
- Return window: 60 days from the delivery date, for every product, for any reason.
- Restocking fee: none.
- Our mistake (damaged, misprinted, defective, wrong or not as described): return shipping is free, or we may not need the item back at all.
- Change of mind (including a different size or colour): you pay to send the item back; we pay to ship the exchange item to you.
- Ship-back deadline: 14 days after we approve your return request.
- Inspection: within 2 business days of the return arriving.
- Refund timing: within 7 calendar days of approval, as described in our Refund Policy.
1. What this page covers
This page explains the process of sending something back to Shift Pride or swapping it for another size, colour or style. It covers how to start a request, what condition items should be in, how to pack them, who pays postage and what happens when your parcel reaches us. The money side, meaning when and how refunds are paid, lives on its own page, the Refund Policy, so that each page can stay short enough to actually read.
Everything we sell is printed to order for you: tees, long sleeves, hoodies, crewneck sweatshirts and mugs with designs for nurses, teachers, firefighters, tradespeople, drivers, chefs, office crews and anyone heading into a career milestone. Many print-on-demand shops refuse returns because the item was made for one person. We decided to accept them for 60 days anyway, because a shirt that does not fit does nobody any good sitting in a drawer.
2. The 60-day window
You may start a return or exchange at any time within 60 days of the date your parcel was delivered, according to the carrier’s tracking. If tracking does not show a delivery date, we use the date you tell us you received it, within reason. A request that reaches us on day 60 counts. Once we approve the request, you then have 14 days to put the item in the post.
The 60-day window applies to every product type, including mugs, and to every reason, from “it runs smaller than I expected” to “my co-worker bought me the same shirt”. Gifts are included; see section 8.
3. How to start a return or exchange
- Email [email protected] or use our Submit a Ticket page. Put your order number in the subject line.
- Tell us which item or items you want to return, and whether you want a refund, an exchange for a different size or colour, or a different design of the same value.
- If the item is damaged, misprinted or wrong, attach a clear photo showing the problem and the label or the print. One photo is usually enough.
- We reply within 1 business day with an approval and instructions: the return address for your item, whether we need the item back, and, for our mistakes, a prepaid label or how we will reimburse your postage.
Please do not send items back without contacting us first. Our production partners operate in more than one location, and the business address in our footer is not a returns warehouse. A parcel sent to the wrong place can be lost, which delays your refund or exchange.
4. Condition of returned items
For change-of-mind returns and exchanges, please send items back in the condition you received them: unwashed, unworn apart from trying them on, free of stains, odours, pet hair and smoke, and with no added patches, embroidery or alterations. Mugs should be unused and unwashed. Original packaging is helpful but not required; any clean, sturdy mailer or box works.
If an item that we did not get wrong comes back worn, washed or damaged after delivery, we will contact you before making any decision. We may offer a partial refund that reflects the condition, or return the item to you at your cost. We never deduct anything without telling you first.
For items with a defect or our mistake, condition rules do not apply in the same way. If a print cracked after the first wash or a seam split while you were wearing it normally, that is a defect, and it is covered within the 60 days.
5. Who pays for return shipping
| Reason for return | Return postage | Shipping of replacement or exchange |
|---|---|---|
| Damaged in transit | Free (often no return needed) | Free |
| Misprint, defect or faulty item | Free (often no return needed) | Free |
| Wrong item, size, colour or design sent | Free, prepaid label or reimbursed | Free |
| Not as described on the product page | Free, prepaid label or reimbursed | Free |
| Wrong size ordered, size exchange | Paid by customer | Free |
| Changed your mind, refund requested | Paid by customer | Not applicable |
When you pay for return postage, we recommend a tracked service. We cannot issue a refund or exchange for a parcel that never reaches us, and tracking is the only way to prove it was sent. Keep your postage receipt until the return is complete.
6. Exchanges for size, colour or style
Exchanges are the most common request we get, because sizing across unisex and women’s cuts can surprise people. Here is how an exchange works:
- Request the exchange within 60 days and tell us the new size, colour or style.
- We confirm the new item is available in that combination. Not every design is printed on every blank.
- You send the original item back within 14 days of approval.
- Once the return is on its way with tracking, we place the new item into production. You do not need to wait for it to arrive; this keeps you from being without a shirt for weeks.
- The exchange ships free with tracking, using our normal production and transit times.
If the replacement item costs more, for example swapping a tee for a hoodie, we will send you a payment request for the difference before production. If it costs less, the difference is refunded within 7 calendar days of the return being approved. Before ordering a new size, our Size Guide explains how to compare with a shirt you already own.
7. Damaged, misprinted or wrong items
If something arrives broken or wrong, we want to fix it fast. Email us within 60 days of delivery with your order number and a photo. In most cases we do not need the item back: we reprint and ship the correct item for free, or refund you, as you prefer. If we do need the item back to send to our production partner for a quality review, we provide a prepaid label or reimburse your tracked postage in full.
Examples we treat as our mistake: a cracked or chipped mug on arrival; a print that is noticeably off-centre, faded, smeared or peeling; a print that does not match the design shown on the product page; holes, stains or loose seams present on arrival; the wrong size, colour, style or design compared with your order confirmation; a missing item from a multi-item order.
8. Returning a gift
If you received a Shift Pride item as a gift, for example a nurse tee from a colleague or a retirement mug from the crew, you can exchange it within the same 60 days. Write to us with the order number from the packing slip if you have it, or the name of the person who ordered and the approximate order date. We will exchange the item, or issue store credit to you. A refund to the original payment method goes to the person who paid, and we will let them know it was requested.
9. Crew and bulk orders
Larger orders for a unit, a school staff, a fire company or a job crew follow the same rules item by item. Each shirt in the order has its own 60-day window from the delivery date. If several sizes need swapping, send one request that lists every item and the new size for each, and we will handle them as one exchange so you only pay return postage once.
10. What happens when your return arrives
We inspect returned items within 2 business days of arrival. We then email you the result. For a refund, the money is issued within 7 calendar days of approval, back to the original payment method. For an exchange, your new item is usually already in production by then. For a partial refund, we explain the reason before issuing it. The exact steps, and what to do if a refund seems late, are described in the Refund Policy.
11. Items that cannot be returned
Because our return window is generous, the list is short. We cannot accept returns of items purchased from another seller, even if the design looks similar, or items returned after the 60-day window has ended. Requests based on a design being slightly different in colour on screen compared with the printed item are judged case by case; screens show colours differently and printed ink can never match every display exactly, but if the difference is clearly larger than normal, we treat it as not-as-described.
12. Packing your return
A little care when packing saves everyone time. Fold apparel and place it in a clean poly mailer or a small box; a reused Shift Pride mailer is perfect. Wrap mugs in plenty of paper or bubble wrap and use a box with no space for the mug to move; a mug returned broken because of loose packing cannot be inspected properly. Write your order number on a slip of paper and put it inside the parcel, so we can match the return to you even if the outer label is damaged. Keep the tracking number and postage receipt until you receive our confirmation email.
13. If your return gets lost on the way back
If you sent a change-of-mind return with tracking and the carrier loses it, send us the tracking number and receipt; once the carrier confirms the loss, we process your refund or exchange as if the item had arrived. If the return was for our mistake and you used our prepaid label, a loss in transit is entirely our problem, and we still complete your refund or reprint without delay.
14. Your consumer rights
This policy is in addition to, not instead of, any rights you have under the consumer laws of your country, state or province, including the Australian Consumer Law, New Zealand’s Consumer Guarantees Act and Canadian provincial consumer protection laws. Where the law gives you a stronger right than this page, the law applies.
15. Need help with a return?
Write to [email protected] or submit a ticket with your order number. We reply within 1 business day. You can also find answers in the Help Center and the FAQs. To cancel or edit an order that has not shipped, use the separate Cancel or Change an Order policy instead, which is often faster than a return.
Shift Pride is operated by Shiftpride, 311 Florida Street, Knoxville, TN 37915, United States. That address handles correspondence only; please use the return address in your approval email.