Return & Refund Policy
We are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product.
There is no need to return your item under any circumstances. Items purchased from Trusteesonline are mostly custom made and printed just for you. Returns cannot be offered unless the item is defective. Please note that if you return your item without our request, we will not be responsible for any loss or additional costs resulting from your unapproved return. Thus, if you have an issue with your order, please contact us within 30 days of order delivery to explain your grievance. Our customer service will then help provide a replacement or refund if deemed appropriate.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at the customer’s disposal.
Also please be informed that placing an order means that you accept all the terms mentioned below:
Due to hygiene reasons and the fact that our products are customized, we do not exchange or issue full refund unless an item you received has a major problem. This is when the item is:
- We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- You will be responsible for paying for your own shipping costs for returning your item(s).
- We will issue a refund or send a replacement immediately when we check your items have full conditions of refund policies. You don’t need to return your items. The time of receiving your replacement item is the same as the time of shipping new products.
Please be noted that with other cases (not mentioned above) we only offer partial refund (excluding shipping fee)
Contact us for Returning Instructions:
Mail: [email protected]
Address: 30270 Deal Island Rd, Princess Anne, MD 21853, US
We are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. With our policy, within 30 days of you receiving the item, you can request a refund or a replacement in the following cases:
- Printed products are not clear, blurred.
- Significantly different from the description or the preview shown to you;
- The printing position is not centered as described on the website.
- Wrong product delivered in the order, or part of the order is wrong.
- Damaged by transportation: torn, stretched.
- The product has the wrong size or color as described.
- Other errors caused by our production. When encountering these unfortunate incidents, please email us about the problem (including actual product pictures and labels for proof) to get timely support for refund or return requests. We encourage you to receive a new replacement for the defective product and you do not even need to return the defective product to us.
Your order has an issue of inadequate quality. Please note that any claims related to quality issues or garment defects must be filed within 07 business days from the date of receipt with full of clear evidence as below:
- Photo(s) of quality issues and any damaged parts of the actual product received;
- Photo(s) of the inaccurate product delivered (in case of incorrect color/design from original order);
- Photo(s) of the size tag and the entire item when measured with a ruler (in case of incorrect size from original order);
- Photo(s) of the original shipping label of the product received.
- You can send these pieces of evidence through email support: [email protected]. The Customer Care Department will receive and process your case. Our customer service will then help provide a replacement or refund if deemed appropriate.
Refunds (If Applicable) Method Of Refund: All refunds will be credited to your original form of payment.
- We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- We typically DO NOT accept refunds or replacement due to customer’s mistakes such as:
- Incorrect selection of sizes, designs, colors, etc.
- Failing to preview the design carefully to see if it’s well set (as all of our printing files are automatically generated exactly as same as the preview on our website)
So please review your order carefully before you check out to ensure your order is correct.
To file a claim, please send us an email to [email protected] and include the following information (this is a must):
- Order number
- Video/ photo of the defective product
- If your claim is in regards to a printing error, please include photographs of the error.
- If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
- If some of your items are missing, please provide us an image of the received package’s cover including the detailed shipping label so we can forward to our production department to investigate the problem
- Full delivery address
- Contact telephone number
Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, depending on your card issuer’s policies.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
3. Modifications or Cancellation Policy
You cannot modify or cancel your order on your end. After your order has been placed, you have 6 hours to request order(such as a size/color/address change) or cancellation. After 6 hours, your order will have been put into production and can no longer be modified.
Please sending us an email to [email protected] and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Address: 30270 Deal Island Rd, Princess Anne, MD 21853, US
Email: [email protected]
Phone: +1 (608) 686-3852