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Returns & Exchanges

Last Updated: April 1, 2025 | Effective Date: April 1, 2025 | Scope: United States Orders Only

When you place an order with TrueAmericanMerch, you agree to the terms in this Return & Exchange Policy, alongside our Shipping Policy, Terms of Service, and Privacy Policy. TrueAmericanMerch is the merchant of record for all purchases on this site and handles all issues concerning quality, fulfillment, returns, and exchanges.

1. Introduction

TrueAmericanMerch specializes in made-to-order, custom print-on-demand goods. Since every product is manufactured individually for the customer who purchased it, our policies differ from traditional pre-fabricated retail stores. We recommend reviewing the following terms before initiating any return or exchange requests.

Get in Touch

  • Primary Email: support@trueamericanmerch.com (Best for quick assistance; replies within 24 business hours)
  • Phone (SMS only): +1 720-878-0244
  • Office Address: 1657 N Miami Ave, Miami, Florida 33136, United States
  • Customer Support Hours: 9 AM–5 PM EST (Monday–Friday)

2. Eligibility & Replacement Timeframes

Customers have a 30-day window following the carrier-confirmed delivery date to submit a return or replacement request. Beyond this 30-day period, all sales are considered final unless statutory consumer laws dictate otherwise.

Cases Eligible for a 100% Refund or Free Replacement (including free return shipping, if necessary)

  • Production Defects: The product contains clear printing mistakes, fabric damage, or assembly flaws (requires clear photo/video proof).
  • Incorrect Shipment: The product, size, or color delivered does not match your order confirmation.
  • Transit Damage: The package arrives broken or structurally damaged and cannot be used (must be reported with photos within 48 hours of delivery).
  • Lost Shipments: The delivery carrier officially confirms that your package has been lost in transit.

3. Ineligible Scenarios

Except where required by local consumer-protection statutes, the following cases are not eligible for a return, replacement, or refund:

  • General buyers' remorse or simple change of mind.
  • Damage or defect claims submitted without clear photographic or video documentation.
  • Errors made by the customer during checkout (such as selecting the wrong size, color, or design).
  • Minor manufacturing variations standard in print-on-demand production (e.g., 5-10% color shade variation, 1-2 inch size variations, or minor print placement variations under 0.5 inches).
  • Personalized or custom-printed products, unless they are defective or incorrect upon arrival.
  • Items that have been worn, washed, modified, or are missing their original packaging and labels.

4. Submitting a Return Claim

  1. Send an email to our support team at support@trueamericanmerch.com with the subject line: Return Request – Order #[Your Order Number].
  2. Provide your order number, clear photos or video showing the issue, and a brief description.
  3. Most cases do not require returning the item. If a physical return is requested due to an error on our part, we will provide a prepaid shipping label. The item must be shipped back within 7 days of receiving the label.

5. Shipping Responsibility

  • TrueAmericanMerch covers all return shipping costs for defective, incorrect, transit-damaged, or lost shipments.
  • If a return is exceptionally approved due to a customer checkout error, the customer is responsible for the return shipping fees. Change-of-mind returns are not accepted for custom-made items.

6. Product Exchanges

Because each item is printed on demand, we cannot process direct product-to-product exchanges. Instead:

  • Refund and Reorder: We will issue a refund for the eligible original purchase, and you can submit a new order for the desired item.
  • Keep with Discount: In certain cases, you may keep the original item and receive a custom discount code to place a replacement order.
  • Defective Items: We typically ship a free replacement immediately without requiring you to return the faulty item.

7. How Refunds Are Issued

  • For Seller Errors (defective, wrong, damaged, or lost items): We refund the full product price, original shipping fees, and any return shipping costs we have approved.
  • For Customer Errors (if exceptionally approved): Only the item price will be refunded; outbound and inbound shipping fees are non-refundable.
  • Approved refunds are credited to the original payment method, typically within 5–10 business days.
  • If you do not see the refund on your account after 10 business days, contact us and we will check the status with our gateway.

8. Shipping, Addresses, and Delivery Incidents

For delivery speeds and rates, please see our Shipping Policy. Below are details regarding refunds and replacements for shipping issues:

8.1 Lost Packages

If tracking shows no updates for 10 business days past the expected delivery date, contact us. We will file a claim with the carrier and provide a replacement or refund for verified losses.

8.2 Damaged Deliveries

Report any transit damage within 48 hours of delivery with photos of the damaged product and packaging to receive a free replacement or refund.

8.3 Delivered but Missing

If tracking indicates a package was delivered but you cannot locate it, please contact us. We will investigate the shipment and help you file a claim with the carrier. However, if carrier tracking confirms delivery to the address provided, the order is considered successfully fulfilled.

8.4 Address Errors

Customers are responsible for providing complete and accurate addresses at checkout. If a package is returned to sender or cannot be delivered due to address errors, you are responsible for any return and reshipment costs.

8.5 Failed Delivery Attempts

If a package is returned to us because a customer did not respond to carrier instructions (e.g., rescheduling delivery or collecting the item) within the carrier's timeframe (typically 3–5 days), a refund is not available. Any reshipments will be charged to the customer.

8.6 Refused Packages

Refusing delivery of a package makes you responsible for outbound shipping, return shipping, and reshipment fees. The order is non-refundable.

8.7 Address Modifications

  • Within 12 hours of ordering: We will attempt to update the address for free if production has not started.
  • After 12 hours but before shipment: We will make reasonable efforts to change the address, but if it's already in process, it will ship to the original address.
  • After shipment: The address cannot be changed. You must contact the carrier directly for redirection.

8.8 Carrier Delays

Delivery dates are estimates. Refunds are not issued for transit delays if the package eventually arrives. Only officially lost shipments qualify for a refund or replacement.

8.9 Separate Shipments

Items in the same order may ship from different print locations and arrive at different times. Separate tracking numbers do not qualify as grounds for a refund.

9. Consumer Protection Rights

This policy operates alongside, and does not restrict, your rights under US federal and state consumer protection laws (including California statutes). Where mandatory consumer laws provide rights exceeding this policy, those laws take precedence.

Payment Disputes: Card networks and payment gateways apply their own dispute rules independently. Filing a chargeback or payment dispute is subject to your payment provider's terms and conditions.

10. Fraud and Policy Abuse

To prevent policy abuse, TrueAmericanMerch reserves the right to request proof, inspect returned items, reject returns with signs of use, and restrict support for accounts showing high return volume. Any approved non-defective returns must be sent back unworn, unwashed, unused, in original packaging, and with all tags attached.

11. Policy Governing Law & Updates

We reserve the right to update this policy at any time. Changes apply to all future orders immediately upon posting.

This policy is governed by the laws of the State of Florida, United States, except where mandatory US federal or state consumer protection laws require otherwise. Any disputes will be resolved according to the terms in our Terms of Service.

12. Customer Support Contact

  • Support Email: support@trueamericanmerch.com
  • Phone (SMS only): +1 720-878-0244
  • Office Address: SHORELOCK, LLC, 1657 N Miami Ave, Miami, Florida 33136, United States
  • Support Hours: 9 AM–5 PM EST (Monday–Friday)