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 or refund. When a return is required for a verified Transfer Thread error, damage, or defect, Transfer Thread provides the return shipping instruction at our cost.
Fit, color, preference, and standard catalog items
Review the size information, design, garment color, and selected options before checkout. Unworn and unwashed standard catalog items are eligible for return within the 30-day request window when their condition meets this policy. For a fit, color, preference, or change-of-mind return, the customer pays return shipping. The original outbound shipping charge is not refundable.
Custom or personalized items are final sale because they are made to the customer's specifications. This exception 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
Approved returns are mailed to Transfer Thread Returns, 110 Gunner Ln, Perry, GA 31069. Do not mail an item before support authorizes it. Transfer Thread does not charge a restocking fee. For change-of-mind, fit, color, or preference returns, the customer is responsible for return postage. For an incorrect, damaged, or defective item, Transfer Thread provides the return instruction and pays any required return postage.
Direct exchanges are not offered. Return an eligible item for a refund and place a separate order for the preferred style, color, or size.
Refunds
Eligible refunds are submitted to the original Stripe payment method within five business days after the authorized return is received and inspected. The merchandise purchase price is refunded. Original outbound shipping is refunded only when the return results from a Transfer Thread error, damage, defect, or applicable law. A bank or card issuer may require additional time to post the credit after Transfer Thread submits it.
Cancellation and address-change requests
Contact support as soon as possible. A cancellation or address change is not guaranteed because print preparation 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.