Refund policy

Last updated: {11/17/2025}

Thank you for supporting OFF THE GROUND (OTG). Every item is made to order through our print-on-demand production partner, which helps us reduce waste and only create what’s needed. Because of this, our return policy works a little differently from traditional retail.

🛍️ 1. Made-to-Order Items

All products in our store are made to order once you place an order.

Because of this:

  • We do not accept returns or exchanges for incorrect sizes, change of mind, or buyer’s remorse.
    Please double-check the size chart before ordering.

💥 2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect — we will make it right.

Please contact us within 7 days of delivery with:

  • Your order number

  • A brief description of the issue

  • Photos of the item (required)

Email: support@offthegroundd.com

Once verified, we will offer one of the following:

  • A free replacement, or

  • A full refund (original payment method)

📦 3. Lost or Missing Packages

If the package is lost in transit:

  • Contact us with your order number

  • We will open an investigation

  • After confirmation, we will issue a replacement at no cost to you

We are not responsible for orders marked as delivered by the carrier but not received. In these cases, please contact your local postal service.

🔁 4. Exchanges

Because products are made to order, we do not accept exchanges for sizing issues.

If you're unsure about sizing:

  • Refer to the size chart on each product page

  • You can always message us before ordering for guidance

💳 5. Refunds

Approved refunds are processed automatically to your original payment method.
Please allow 3–7 business days for your bank to post the refund.

🚫 6. Non-Returnable Items

We cannot accept returns for:

  • Wrong size ordered

  • Change of mind

  • Orders that arrived after expected but within Printful’s normal fulfillment times

  • Items without proof of damage

📧 Questions?

We’re here to help.

Email us anytime at support@offthegroundd.com.

Thank you for supporting OFF THE GROUND and helping us rise together.