Refund policy


If you are having issues with your new purchase please contact our Customer service team within 7 days of receipt of the damaged or defective product. 

Return & Refund policy Highlights

  • All of our products are carefully inspected for quality and we offer a 100% Print Guarantee coverage on any damaged or defective item.
  • Your item is custom handmade to order just for you and we do not accept returns unless your item is damaged or defective and qualifies for our Print Guarantee.
  • All sales final, we cannot accept cancellations or modifications.

Disclaimers

  • Size and Fit: since your item is custom handmade to order just for you, we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all responsibility when choosing the size, color, style and fit of their purchase. To better help you in choosing the right size, we have made available a size chart in each product page.  Please allow for a 1/2" tolerance within each size.
  • Print Color Variations: we have made every effort to display as accurately as possible the colors and images of our products that appear at the store. Due to different screen resolutions, we cannot guarantee that your computer monitor's display of any color will be accurate.  Also, since each product uses a different print method due to its material (Sublimation, UV printing, DTG), we cannot guarantee to color match each product within our collections.

Order Modifications or Cancellation

All sales final: once you place an order, your order has already been placed in production and can no longer be canceled or modified. 

Package damaged in shipping

If the package is damaged in shipping, please provide feedback by email within 2 days of confirmed delivery. To file a claim, please provide a video of unpacking the shipment and photos - including shipping label of package and clear images of all damaged products. These are all required in order to process claim. If not provided, a claim will not be processed. 

100% Print Guarantee: Damaged/defective order & Returns

At EdgeOutThunder.com, all of our products are carefully inspected for quality and we will provide the best solution in the event you received a damaged or defective item.

We offer a 100% Print Guarantee coverage and you will be able to submit a damaged/defective item return request.

Before submitting a return request, please make sure that:

  • The product was received in the last 7 days and contact us within 7 days of receipt of the damaged or defective product.
  • The product itself or the printing is defective.
  • Packaging and product returning must be in original form, including the packing slip and order confirmation.
  • The product is unwashed, unworn and unused.  Dirty or worn clothing with missing tags/labels are not eligible.  Washed clothing is not eligible for return.

You must contact us within 7 days of receipt of the damaged or defective product and you must provide reasonable proof to us of such damage or defect.  Once 7 days from receipt have elapsed, we will not be able to accept a return request or refund orders.  Please contact us by email and send us:

  • Your order number,
  • A description of the damage/defect,
  • A clear photo(s) evidence showing the defective or damaged area of the item:
    • You can upload a JPG, JPEG, PNG, or BMP image file. 
    • Images must be clear and have a minimum 1200 x 3000 pixels with 72DPI.
    • Please do not use filters or anything to distort the quality of the image or product.
    • Photos must be a clear image of the product against a plain background. Blurry, grainy, or unfocused images will not be accepted.
    • Images must be a full view of the product, with visible views of the attached tags. 

We will then review the claim in order to determine whether such damage or defect warrants a refund.  We will inform you of our decision to approve or deny your request with an explanation of its decision.  

We will provide you with the specific instructions to follow for the return process of the affected item.

Should the return be considered a defect, we reserve the right to investigate and conduct a thorough analysis of the defect, which may include sending the defective merchandise to us before a decision can be made.  For defective products, we will offer a pre-paid shipping label and the merchandise must be shipped within 5 days of the issued pre-paid label date. Failure to send back the merchandise within 5 days of receiving the shipping label will disqualify the order from the review process and a refund will not be issued.

    Order/Package not received

    This policy excludes errors made by customers when providing incorrect/incomplete information and shipping address on their order and/or missed parcel deliveries.  Make sure before submitting an order all information is accurate and complete. 

    PO Boxes are not available for shipping/delivery and will be considered as an incorrect address.  Enter a physical street address as a shipping address in the Checkout page when first ordering.  Please enter your phone number in the Checkout page so that the carrier can contact you with shipping/delivery updates if needed.

    We only use Premium Shipping methods with real time destination tracking.  Shipping time estimates are usually 7-14 days. 

    For orders with complete and accurate information and correct shipping address, the following applies:

    • If you have not received your package within 12 days of the shipping date, notify us to investigate within 12 days of the shipping date by email or contact our customer support through our Contact us page with your order number.
    • If your package has not been received, Carriers will determine the package as "Undeliverable" or "Lost in Transit".
    • If the Carrier lost the package in transit, we will file a claim with the Carrier and provide you with a full-refund.  EdgeOutThunder.com will not be able to refund orders if you have not inquired with us about a lost or undelivered package within 12 days of the shipping date, and we reserve the right for an investigation period.

    The following exceptions apply:

    • If a tracking number is marked as delivered by the Carrier and the customer claims they never received the package: the items were successfully delivered to the address the customer provided.  No replacements or refunds will be issued on orders marked as delivered by the Carrier.  EdgeOutThunder.com is not liable for incomplete/incorrect address information provided by customers or missed delivery attempts by couriers.  We are not able to file claims on package marked as delivered by the Carrier.  If your order is marked as delivered by the Carrier, and you do not have the package, please reach out to the Carrier directly to file a claim.
    • Delivery times include observed holidays or unexpected carrier delays.
    • In case of errors caused by the customer's incorrect, incomplete, or insufficient shipping address: EdgeOutThunder.com will not be able to refund orders. Packages are never guaranteed to be rerouted to us and may be disposed by the Carrier which EdgeOutThunder.com is not at fault for.

    Import/Custom clearance, duties, taxes, and charges

    Please refer to your destination country Custom Border Protection for exact regulations regarding your country's custom clearance process and charges.

    Import/Custom duties, taxes, and charges are not included in the item price or shipping cost. These charges vary from one country to another and are the buyer's responsibility.

    In the event that a customer orders an item that is prohibited, restricted or not allowed across their destination country border or refuses to pay taxes, duties or charges owed upon the order’s arrival into the destination country, EdgeOutThunder.com will not reship or refund the order.

    Used Items and Term Limits

    Items in used condition are not eligible for refunds. New and unused items that have been successfully received by customers within the past 7 days of the claim date are eligible for refunds if damaged or defective (if applicable: as per the procedure and conditions described in the above section "100% Print Guarantee: Damaged/defective order & Returns"). Once 7 days have elapsed from the receipt of goods, return claims will no longer be accepted.

    Changes to policy

    We reserve the right, at our sole discretion, to update, change, or replace this Return & Refund policy in order to reflect changes to our practices or for other operational, legal, or regulatory reasons.

    Contact us