Refunds

Last Updated: April 1, 2025 | Applicable Region: United States Orders Only

When you shop at TrueAmericanMerch, your purchase is governed by this Refund Policy, alongside our Terms of Service, Privacy Policy, Shipping Policy, and Returns & Exchanges Policy. As the merchant of record for all transactions on this site, TrueAmericanMerch is fully responsible for executing and processing all customer refunds.

1. Policy Overview

At TrueAmericanMerch, we specialize in made-to-order physical goods. Because each item is custom-printed and manufactured specifically for you after your order is submitted, our return and refund guidelines differ from those of traditional, pre-stocked retail stores. This document outlines the circumstances under which refunds are granted, the step-by-step request process, and how these rules align with your legal consumer rights (see Section 7).

Get in Touch

Primary Email Support: support@trueamericanmerch.com
Estimated Response Window: Within 24 business hours

2. Refund Guidelines (30-Day Limit)

All claims must be submitted within 30 days of the delivery date (or the scheduled delivery date if the package did not arrive).

Cases Eligible for a 100% Refund (includes free return shipping if a return is required)

Manufacturing Defects: Products with printing errors, fabric flaws, or structural sewing defects (requires clear photo or video proof).
Fulfillment Mistakes: Receiving the incorrect item, size, or color due to a mistake on our part.
Transit Damage: Items that arrive broken, torn, or otherwise unusable (must be reported with photos within 48 hours of delivery).
Lost Shipments: Packages officially confirmed as lost by the shipping carrier.

Cases Generally Ineligible for a Refund

Standard customer change-of-mind or buyers' remorse.
Claims regarding defects or damages without valid photo or video evidence.
Mistakes made by the customer during checkout (e.g., choosing the wrong size, color, or design).
Minor variations inherent to the print-on-demand manufacturing process (such as a 5–10% difference in color shade, 1–2 inch discrepancies in dimensions, or minor print alignment deviations up to 0.5 inches).
Customized or personalized items (except when defective, damaged in transit, or incorrectly manufactured).
Subjective dissatisfaction with a product that matches the online description and specifications perfectly.
Requests submitted more than 30 days after the delivery date.
Items that have been used, worn, washed, or are missing their original tags and packaging.
Shipments refused by the recipient (refer to Section 5).
Order cancellations requested more than 12 hours after purchase (after production has started).
Address update requests made after the package has been shipped (refer to Section 5).

These exclusions do not restrict your statutory rights as a consumer. Under applicable local laws, your legal rights will always override these rules where a conflict occurs (refer to Section 7).

3. How to Submit a Refund Claim

Send an email to support@trueamericanmerch.com with the subject line: Refund Request – Order #[Your Order Number].
Provide your order details, a clear explanation of the issue, and attach photo or video evidence where applicable.
Our support team will review your submission and reply with a resolution within 24 business hours.
Physical returns are rarely required. If we request a return, we will provide a prepaid shipping label at our expense. The item must be posted back to us within 7 days of receiving the label.

Note on Processing Times: If a refund is approved without requiring a return, the funds will be sent back to your original payment method within 5–10 business days. If a return is necessary, please allow additional time for transit and inspection; the entire sequence typically takes 15–25 business days from the initial request to the credit appearing on your statement.

4. Refund Rates & Alternative Resolutions

Scenarios

TrueAmericanMerch Error: (defects, wrong item, transit damage, lost package)
Customer Error: (approved on a case-by-case basis)

Other Support Alternatives (Subject to Customer Approval)

A partial refund without returning the item for minor issues.
A replacement item shipped to you free of charge.
A promo code for future purchases (typically worth a 30% discount for customer-error situations).

5. Special Situations & Exceptions

5.1 Cancelling an Order

If you cancel within 12 hours of purchase and before production has commenced, you will receive a full refund.
Cancellations are not possible once production begins or after the 12-hour window has closed.
To request a cancellation, email support immediately with your order number. Approved refunds are completed within 5–7 business days.

5.2 Damaged, Lost, or Missing Deliveries

Lost Packages: If there is no tracking movement for 10 business days past the expected delivery date, contact us. We will file a carrier inquiry and issue a replacement or refund for confirmed losses.
Transit Damage: Report any issues with photos within 48 hours of arrival for a free replacement or full refund.
Delivered but Missing: If carrier tracking shows the package was delivered but you cannot locate it, please contact us. We will assist you in investigating and filing a carrier claim if applicable. Please note that if tracking confirms delivery to the provided address, the order is considered fulfilled.

5.3 Refused Deliveries

Since our products are manufactured to order, refusing a package does not qualify for a product refund, and shipping costs are non-refundable. We recommend accepting the shipment, inspecting the product, and contacting customer support if there are any issues.

5.4 Shipping Address Problems

Customers are responsible for providing complete and accurate shipping information at checkout.
Under 12 hours / Before production: We will attempt to update the shipping address at no extra cost if possible.
After 12 hours / Before shipping: We will make a reasonable attempt to update the address, but if it is not possible, the package will ship to the original address.
Post-shipment: The shipping address cannot be modified. You will need to contact the carrier directly for any delivery redirections.
If a package is returned to us due to an incorrect address, the order is non-refundable. We can reship the items once the customer pays the shipping fee.
Returned due to customer inaction: If a package is returned to sender because the customer failed to act on carrier instructions (e.g., missed pickup, unpaid import fees, or address clarification requests) within the carrier's window (usually 3–5 days), any reshipment will be subject to a delivery charge.

5.5 Carrier Delays

Estimated delivery dates are not guarantees. Refunds are not issued for carrier delays if the package eventually arrives.
Only officially lost packages are eligible for replacement or refund.

5.6 Divided Shipments

Items in a single order may be printed at different facilities and ship separately. Multiple tracking numbers do not constitute grounds for a refund.

6. Financial Processing Details

Standard Timeline: Approved refunds are issued within 5–10 business days to the original payment method.
Delayed Refunds: If the credit does not appear after 10 business days:
1. Check your bank or PayPal account statement carefully, as the descriptor name may differ.
2. Contact us with your order number, approval date, payment method, and a screenshot showing the transaction is missing.
3. We will investigate with our payment gateway and aim to resolve the issue within 3 business days.
Bank Processing: TrueAmericanMerch's responsibility is complete once the refund is sent to our payment processor. The actual posting time is dictated by your financial institution.

7. Legal Rights & Custom Items

Statutory Rights: Nothing in this policy limits or excludes your non-excludable statutory rights under federal or state consumer protection laws (including California). In the event of a conflict, statutory consumer rights will always take precedence.
Custom and Made-to-Order Sales: Items featuring custom text, custom imagery, or personal modifications are final sale and cannot be returned or refunded unless they are defective, damaged during shipping, or materially differ from the product description.

8. Preventing Abuse & Fraud

Consistent with your legal rights, TrueAmericanMerch reserves the right to:

Request supplementary proof to verify a refund claim.
Reject refund claims for items showing signs of use or alterations not matching the reported claim.
Conduct a detailed review of accounts with high refund rates (more than 3 refunds in a 90-day period).
Investigate claims suspected of being fraudulent or abusive.

Note: These security policies are never used to deny legitimate legal rights.

9. Resolving Disputes & Chargebacks

We prefer to resolve any issues directly and cooperatively.

Step 1: Email support@trueamericanmerch.com. Most customer service issues are resolved amicably within 10 business days.
Step 2: If you are unsatisfied with the initial response, you can request a manager review (replies within 3 business days).
Step 3: If the issue remains unresolved, you may proceed with payment disputes, consumer protection filings, or other legal remedies outlined in our Terms of Service.

We strongly encourage you to contact support before initiating a chargeback or payment dispute, as direct communication is typically the fastest way to get help. You retain the right to dispute charges with your card issuer at any time.

10. Governing Law & Updates

This policy is governed by the laws of the State of Florida, United States, except where mandatory local consumer protection laws grant you different or additional rights.
TrueAmericanMerch may update this policy at any time. Updates take effect immediately upon being posted on the site. Orders placed prior to an update will be handled according to the policy version in effect at the time of purchase.

11. Customer Support Contact

Email Support: support@trueamericanmerch.com (Recommended for the fastest response; replies within 24 business hours)
Phone Support (SMS Only): +1 720-878-0244
Address: 1657 N Miami Ave, Miami, Florida 33136, United States
Support Hours: 9 AM–5 PM EST (Monday–Friday)

Please include your order number, product details, a clear explanation of the issue, and photos or video when contacting customer support.