Start with a support request
Before mailing anything, email support@transferthread.com. Include the checkout email, order reference if available, affected item, and reason for the request. Unapproved packages can delay review because they may not contain enough information to match them to an order.
Wrong, damaged, or defective items
If the wrong item arrived, the package was damaged, or there appears to be a garment or print defect, keep the item and packaging and provide clear photos when practical. Transfer Thread will review the order and may offer an appropriate replacement, return instruction, refund, or other resolution based on the verified issue and applicable law.
Fit, color, preference, and made-to-order items
Review the size information, design, garment color, and selected options before checkout. Because apparel is printed to order, a change-of-mind, fit, color, or preference request is not automatically approved. Contact support before returning the item so available options can be reviewed.
Custom or personalized printing is also reviewed individually. This does not limit remedies for an incorrect, damaged, defective, or legally nonconforming item.
Item condition and review
- Keep the garment, original packaging, and included materials until support provides instructions.
- Unless the reported issue requires otherwise, do not wear, wash, alter, decorate, or remove identifying material from an item you want reviewed.
- The returned item must match the item associated with the request.
- Transfer Thread may request photos or other reasonable information needed to confirm the issue and select the correct resolution.
Return shipping and exchanges
Return instructions will state whether a shipment is required and who is responsible for its cost based on the reason for the approved return and applicable law. Exchanges are not guaranteed. When a direct exchange is not practical, an approved resolution may use a replacement, refund, or a separate new order.
Refunds
An approved refund is submitted to the original payment method used through Stripe. Transfer Thread does not control how long a bank, card issuer, or other payment provider takes to post the credit after it is submitted. Shipping or other charges are included only when the approved resolution or applicable law requires it.
Cancellation and address-change requests
Contact support as soon as possible. A cancellation or address change is not guaranteed because made-to-order production and fulfillment may begin after payment. An order cannot be canceled after the carrier accepts it. If a cancellation is approved before shipment, the approved refund is returned to the original payment method.
Applicable customer rights
Nothing in this policy removes a customer right or remedy that cannot legally be waived. Requests are evaluated using the order record, item condition, reported issue, this policy, and applicable law.