RETURNS & REFUNDS POLICY

At Hoodies for Heroes, we care deeply about every item we send out — and every person we send it to. If something’s not quite right, our promise is simple: we’ll do our best to make it right with kindness, fairness, and care.

We’re a small team on a big mission: to spread smiles, spark conversations, and support mental health around the world. That’s why we treat every request with thoughtfulness and aim to leave you feeling seen, supported, and respected.

💛 Our 30-Day Happiness Promise

We offer a 30-day guarantee from the day your order is delivered.

If your item arrives damaged, incorrect, or incomplete, please reach out — we’ll make it right with a replacement, refund, or store credit, depending on what feels most appropriate.

To be eligible:

• Requests must be submitted within 30 days of delivery

• Items must be unused, unwashed, and in original condition

• We may ask for photos to help us understand the issue

Not sure if your order qualifies? Don’t worry — just message us. We’re here to help.

💭 Returning a Gift or Item You Didn’t Love

Sometimes things don’t work out — and that’s okay. If you’ve had a change of heart or the item just wasn’t quite right, you’re welcome to return it within 30 days of delivery, as long as it’s unused, unwashed, and still in its original condition.

As a small, purpose-driven brand, we’re not able to cover return shipping — but we’ll make the process as smooth and easy as possible. Once we receive and check the item, we’ll process your refund to the original payment method.

Please note: All returns must be approved before being sent back.

If you’re unsure or want to talk through your options, just reach out. We’re always happy to help.

🚫 What’s Not Eligible for Refund or Replacement

We try to be as fair as possible, but there are a few cases where we aren’t able to offer refunds or replacements:

• If the shipping address was entered incorrectly at checkout

• If the item was worn, washed, or altered after delivery

• If the issue is reported more than 30 days after delivery

• If no proof (like photos) is provided when requested

If you ordered the wrong item, color, or size, don’t worry — as long as it’s still unused and in original condition, you’re welcome to return it.
Just message us and we’ll walk you through it.

🚚 Shipping Delays, Lost Packages & Delivery Issues

Once your package leaves our hands and is with the carrier, we no longer have control over its exact arrival time. Sometimes, delays happen due to:

• Customs processing

• Busy seasons or high volume

• Carrier routing issues

• Weather or unexpected disruptions

We do not issue refunds for delayed shipments once an order has been dispatched and is in transit. Estimated shipping times are provided as a guideline and are not guaranteed delivery dates.

Your package is considered in good standing as long as it is actively moving within the carrier system.

📦 Lost Packages

If your tracking hasn’t updated in 15+ days or your order is marked “delivered” but can’t be found, we’ll open a case with the carrier.

If the package is confirmed lost:

• We’ll gladly send a replacement at no cost, or

• If a replacement isn’t available, we’ll offer store credit or a full refund

Please send us your order number and tracking info, and we’ll jump in to help.

🔒 Safe & Secure Payments

Every order is processed through SSL-encrypted checkout — the same level of security used by major banks.
We never store your payment details — they’re used only to complete your transaction safely and securely.

💳 Refund Processing Timeline

Once your refund is approved, we’ll process it back to your original payment method.
It usually takes 5–7 business days, depending on your bank or card provider.

🤝 Need Help? We’re Here.

Our support team is made up of real people who genuinely care.
If you have questions, concerns, or just want to talk something through — reach out anytime at support@hoodiesforheroes.shop.
We usually reply within 1 business day (and often sooner).

🌟 A Final Note from Our Hearts

Every order you place helps us spread kindness, raise awareness, and create real impact — and every message you send is read by someone who truly wants to help.

We’re so grateful for your support, your patience, and your heart.
Thank you for being part of this mission with us.