Return & Refund Policy

RETURN & REFUND POLICY

Last updated: August 20, 2026

At Shift and Soul, every item is printed to order by our own production team. We stand behind the quality of that work. This policy explains exactly when you can request a return, replacement, or refund, how long each step takes, and who covers the cost — so there are no surprises after you order.

1. 30-day return and refund policy

You may request a return, replacement, or refund within 30 days of delivery in the following cases:

• The item has a manufacturing or printing defect
• The product was damaged in transit
• You received an incorrect item
• The order was lost in transit, provided a valid shipping address was entered at checkout

Requirements:

• Items must be unused, unwashed, and in their original condition and packaging
• You must provide clear photo or video evidence showing the issue
• All returns must be authorized by our support team before shipping anything back

2. Non-returnable cases

Because each item is printed specifically for your order from our pre-designed catalog, we are unable to accept returns, exchanges, or issue refunds in these cases:

• Wrong size selected at checkout — please check our size charts before ordering
• Change of mind or personal preference after purchase
• Packages lost, misdelivered, or delayed because of an incorrect or incomplete address entered at checkout

Delivered but not received: if the carrier marks your package as delivered and it has not arrived, we are unable to issue a refund or replacement, as the parcel has left our control. We will help you pursue it — our team will supply the full tracking record, carrier reference, and shipment details you need to open a claim directly with the carrier, and we will stay on the thread with you until the claim is resolved.

3. Order cancellation and address changes

You may cancel your order or update your shipping address free of charge within 6 hours of placing it.

Email support@shiftandsoul.com with your order number and your request in the subject line. After 6 hours, the order enters production and can no longer be modified or cancelled.

4. How to file a claim

Email support@shiftandsoul.com within 30 days of delivery and include:

• Your order number
• Clear photo or video evidence of the defect or damage
• A short description of the issue

For physical returns, wait for written approval before shipping anything. Once approved, our team will email you the return instructions and the address of our returns facility. Please do not send items to the manufacturer or to our Topeka business address without that approval — unauthorized returns cannot be tracked or processed.

5. Refund and replacement timeline

• Review: we assess your claim within 2–3 business days
• Approval: once approved, we issue the replacement or refund within 2 business days
• Refund credit: funds typically appear in your original payment method within 5 business days, depending on your bank

Total time from claim to funds received is approximately 10 business days.

6. Return shipping costs

We cover return shipping in full when the fault is ours:

• Manufacturing or printing defect
• Damage during shipping
• Wrong item sent by our team

There are no restocking fees and no hidden charges on these returns.

The customer covers costs in one case only: if a parcel is returned to our facility by the carrier because of an incomplete or incorrect address entered at checkout, reshipment is paid by the customer.

7. No direct exchanges

We do not process direct exchanges for a different item, size, or design once an order has been printed.

If you spot a mistake, contact us within the 6-hour cancellation window. We will cancel the order so you can place a new one with the correct details.

8. Out of stock

If a style or size becomes unavailable after your purchase, we will email you right away and offer you a choice: a comparable alternative, or a full refund. We will never substitute a product without your explicit consent.

9. Shipping fees

Original shipping charges paid at checkout are non-refundable.

10. Contact us

Store name: Shift and Soul

Legal entity: Cosign Apparel LLC

Store address: 3214 SW 29th St, Topeka, Kansas 66614, United States
Email: support@shiftandsoul.com
Phone: +1 (785) 352 9423
Support hours: 9:00 AM – 5:00 PM CT, Monday – Friday