🔁 Returns & Refund Policy — TNT | Trail & Tribe
Effective Date: June 5, 2026
At TNT | Trail & Tribe, most items are made-to-order or custom-produced. Because of this, all sales are considered final unless a legitimate issue is verified. If something is wrong, we'll make it right. Otherwise, orders are considered fulfilled as sold.
1. Claim Deadlines
To keep this simple and consistent, the following deadlines apply:
- Damaged, misprinted, or incorrect items: report within 14 days of delivery.
- Lost packages: report within 30 days of the estimated delivery date (since a lost package may never show as "delivered").
Claims submitted after these windows may be denied.
2. Eligibility for Refund or Replacement
We will review and approve claims only if your order:
- Arrived damaged
- Was misprinted or manufactured incorrectly
- Was fulfilled incorrectly (wrong item sent)
- Was confirmed lost in transit by the carrier
3. Non-Returnable / Non-Refundable Situations
We do not accept returns or issue refunds for:
- Incorrect size selection
- Change of mind or buyer's remorse
- Minor variations in color, print placement, or design scale
- Items that have been worn, washed, or altered
- Discounted, promotional, or final-sale items
If the product matches the order and is usable, it is considered properly fulfilled.
4. Custom & Personalized Orders
All custom, personalized, and made-to-order items are final sale, including:
- Custom graphics or uploaded designs
- Special requests
- Bulk or modified orders
Because custom work follows a proof/mockup approval process, you are responsible for reviewing and approving your design before production. Once a proof is approved, errors present in that approved proof (spelling, layout, color, placement) are not eligible for a refund. If a custom item arrives defective or differs from your approved proof, it will be reviewed and resolved at our discretion through replacement or refund.
5. Resolution Method (Refund vs Replacement)
Once a claim is approved, TNT | Trail & Tribe will determine the appropriate resolution:
- Replacement (standard resolution), or
- Refund issued to the original payment method
Refunds will not be issued to alternate payment methods or as cash equivalents.
6. Return Shipping
- If the issue is confirmed to be our error (defect, damage, or incorrect item), we cover return shipping where applicable.
- If a return is not required, we may issue a replacement without requiring the item to be sent back.
Do not return items without prior approval. Unauthorized returns may not be accepted or processed.
7. Processing Time
Approved refunds are processed within 5–7 business days after claim approval. Actual posting time may vary depending on your bank or payment provider, including Stripe and PayPal.
8. Order Changes & Cancellations
Orders cannot be canceled, modified, or edited once production has started. Because we process orders quickly, production may begin shortly after an order is placed. If you need to change or cancel an order, contact us immediately at returns@TNTBrand.com — we will accommodate the request only if production has not yet begun.
9. Shipping Issues & Delivery Confirmation
- Lost in transit: we verify with the carrier and issue a replacement or refund if confirmed (see Section 1 for deadline).
- Marked "delivered" but not received: additional verification may be required, and you must first contact the carrier.
We are not responsible for:
- Incorrect shipping addresses provided at checkout
- Packages lost or stolen after confirmed delivery
10. How to Submit a Claim
To report an issue, contact returns@TNTBrand.com and include:
- Order number
- Description of the issue
- Clear photos showing the problem (if applicable)
Incomplete claims or lack of supporting evidence may result in denial.
11. Abuse & Fair Use
We reserve the right to deny any request if we detect:
- Repeated or excessive refund claims
- Suspicious or fraudulent activity
- Attempts to exploit or manipulate this policy
We aim to be fair to all customers while protecting our business from abuse.
12. Chargebacks & Disputes
Before initiating a chargeback with your payment provider, you agree to contact us first to attempt resolution. Filing a chargeback without first contacting us may result in:
- Denial of future purchases
- Submission of supporting evidence to dispute the claim
We reserve the right to challenge any unjustified chargeback.
13. Bulk & Group Orders
Bulk, group, team, event, and organizational orders are subject to the following additional terms, which apply in addition to the rest of this policy:
Deposits. Bulk and group orders may require a non-refundable deposit before production begins. The deposit covers materials, blanks, and setup, and is not returned if the order is canceled after production has started.
Size, quantity & roster confirmation. For group orders, the customer is solely responsible for confirming all sizes, quantities, names, numbers, and spelling before approving production. We produce exactly what is approved. We do not offer refunds, exchanges, or reprints for size mistakes, quantity errors, or roster errors made by the customer, including individual sizing choices within a group.
Proof approval. As with all custom work, once you approve the proof, you accept the design and order details as-is (see Section 4). Errors present in an approved proof are not eligible for refund.
Balance due before shipping. Any remaining balance on a bulk or group order must be paid in full before the order ships or is released for pickup. Orders with an unpaid balance will not be shipped, and deposits on abandoned orders are not refundable.
Event cancellations. We are not responsible for events that are canceled, postponed, or changed after an order is placed. Orders already in production or completed remain payable in full.
Defects on bulk orders. If a portion of a bulk order arrives defective or misprinted due to our error, we will replace the affected items. Replacement applies only to the defective units, not the entire order, and is subject to the claim deadlines in Section 1.
Turnaround. Bulk and group orders may require longer production and shipping timelines. Estimated dates are not guaranteed, and we recommend ordering well ahead of any event date. Rush requests, if accepted, may incur additional fees.
