Return & Refunds

RETURNS & REFUNDS POLICY

At Hoodies for Heroes, we stand behind the quality of every item we ship and the purpose behind every order. If something isn’t right, our goal is to make it right — in a fair, honest, and respectful way.

🕒 30-Day Happiness Guarantee

We offer a 30-day guarantee from the date your order is marked as delivered. If you're not satisfied with your order, we're happy to offer a refund, replacement, or store credit based on the nature of the issue.

To be eligible:

  • Requests must be submitted within 30 days of delivery.

  • Items must be unused, unworn, and in original condition.

  • We do not typically require returns, but may request photos or documentation to validate claims.

This policy helps us protect the integrity of our mission while maintaining fair treatment for all customers.

✅ We’ll Make It Right If:

  • You receive an item that is damaged, defective, or flawed

  • You receive the wrong product, color, or size

  • Your order arrives incomplete or with missing items

In these cases, we will offer a replacement, refund, or store credit — whichever is most appropriate.

⚠️ We Cannot Offer Refunds or Replacements If:

  • An incorrect or incomplete address was provided at checkout

  • You ordered the wrong item, size, or color by mistake

  • The item was worn, washed, or altered after delivery

  • The issue is reported more than 30 days after delivery

  • Proof (such as photos) is not provided when requested

We reserve the right to deny a claim if it does not meet these standards.

📦 SHIPPING DELAYS, LOST PACKAGES & TRANSIT ISSUES

Once an order has been fulfilled and handed over to the shipping carrier, it is no longer within our control. While we strive to ensure timely delivery, external factors may occasionally cause delays. These include, but are not limited to:

  • Customs processing delays

  • Carrier service disruptions or misrouting

  • Weather events or unforeseen logistics issues

  • High-volume periods (e.g. holidays)

⏳ Delays

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 package is confirmed lost by the carrier (e.g. no scans for 15+ days, or marked delivered but never received with no traceable drop-off), we will gladly:

  • Send a replacement item at no additional cost, or

  • Offer store credit if the item is no longer available

We do not issue refunds for lost packages unless the product is unavailable and a replacement cannot be sent.

Please contact our support team with your order number and tracking info to begin a lost-package investigation.

🔐 Security & Payment

All transactions are processed securely using SSL encryption. Your payment information is never stored and is used only to complete your transaction.

💳 Refund Processing

Once your refund is approved, it will be processed to your original payment method within 5–7 working days. Processing times may vary based on your card provider or bank.

💌 Questions or Need Support?

Email us at support@hoodiesforheroes.shop — we aim to reply within 1 working day.

❤️ A Final Note

We’re a small, mission-driven team working to spread smiles and support mental health globally. Your honesty and kindness help us protect this mission — and make sure everyone in our community is treated with care and respect.