Refund policy
1. Made to order
Every item in our shop is made to order, just for you. Because each product is created when you order it, all sales are final. We don't accept returns, exchanges, or cancellations. But if something is wrong with your order, we'll make it right. Find your situation below.
2. Your item arrived damaged, defective, or misprinted
Contact us within 30 days of delivery with your order number and clear photos or a video showing the following:
- The package the product was in
- The product on a flat surface
- A clear depiction of the issue
- The print distance or product being measured (in the case of print placement or item sizing issue)
Once your claim is approved, we'll send you a free replacement. You never need to ship anything back to us.
Please note that slight colour differences between your screen and the printed product are a normal part of the production process, as are variations in print placement within our 0.5" (1.3cm) tolerance threshold. These cases aren't considered defects and aren't eligible for a free replacement.
3. You received the wrong item, size, or colour
Contact us within 30 days of delivery with your order number and a photo of the item you received so we can compare it against your order. For clothing, please make sure the size tag is clearly visible in the photo.
Once your claim is approved, we'll send you a free replacement. You never need to ship anything back to us.
4. You entered the wrong shipping address
If you spot a mistake in your shipping address, contact us as soon as possible — within 24 hours of purchase at the latest — and we'll do our best to correct it before your order enters production. Once production has started, the address can no longer be changed, and packages sent to an incorrect or incomplete address aren't eligible for replacement.
5. Your order never arrived
Packages are sometimes delayed, held at the local post office, or waiting at a pickup point. Before filing a claim:
- Check your tracking link for the latest status.
- Confirm the shipping address on your order confirmation is complete and accurate.
- Ask your local post office whether the package is being held for pickup.
If your order still hasn't arrived within 45 days of the order date, contact us with your order number within 7 days of that point — no photos needed. Once the shipment is confirmed lost, we'll send you a free replacement.
If tracking shows your order as delivered but you haven't received it, contact us within 7 days of the delivery date with your order number. We'll open an investigation with the carrier and update you with the next steps.
Tip: double-check your shipping address during checkout. We're unable to cover packages sent to an incorrect or incomplete address provided at the time of order.
6. You ordered the wrong size or changed your mind
Because every item is made to order, we're unable to offer replacements when the item arrives as ordered. This includes wrong sizes or colours selected at checkout and change of mind.
7. How claims work
Email our support team at support@foodhero.com from the e-mail you entered during checkout.
- Include your order number, a description of the issue and, where applicable, clear photos of the product and its packaging showing the issue.
- We respond to every claim within 24 hours; investigation and resolution may take a few business days more.
- If approved, we'll produce and ship your replacement free of charge and send you a new tracking number.
- All approved claims are resolved with a free replacement of the original item; we do not offer refunds.
8. Questions?
We're happy to help. Reach us anytime at support@foodhero.com.