Refund policy

Last updated: August 23, 2026

Made-to-Order Products

Every Lost Timber Company product is created especially for you after your order is placed. Because our apparel is custom printed, embroidered, or otherwise produced on demand, all sales are generally final.

We do not accept returns, exchanges, or issue refunds for:

  • Buyer’s remorse or a change of mind

  • Selecting the wrong size, color, style, or quantity

  • Normal variations in print placement, embroidery, texture, or color

  • Minor differences between product images and the finished item

  • Incorrect or incomplete shipping addresses

  • Packages marked as delivered by the shipping carrier

  • Damage caused by improper washing, drying, use, or care

  • Items that have been worn, washed, altered, or damaged after delivery

Please review product descriptions, color selections, sizing charts, and shipping information carefully before completing your purchase.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, contains a verified production defect, or you receive the wrong product, please contact Lost Timber Company within 30 days of delivery.

Your request must include:

  • Your full name

  • Your Lost Timber Company order number

  • A brief description of the problem

  • Clear photographs showing the entire product

  • Close-up photographs clearly showing the damage, defect, or incorrect item

  • A photograph of the packaging or shipping label when relevant

We may request additional photographs or information to evaluate the issue with our fulfillment partner.

If the issue is confirmed as a production or fulfillment error, Lost Timber Company will provide an appropriate resolution, which may include a replacement or refund at our discretion and as required by applicable law.

Approved replacements for verified production or fulfillment errors will be produced and shipped at no additional cost.

What Is Considered a Production Defect?

Examples of a possible production defect include:

  • A misprint that materially affects the design

  • Significant embroidery or construction damage

  • A hole, tear, or stain present when the item arrived

  • Receiving a different product, size, or color than ordered

  • A missing item from the shipment

Minor manufacturing variations, slight differences in color, small differences in design placement, and differences caused by device-screen settings are not necessarily considered defects.

Sizing Issues

Customers are responsible for selecting the correct size before ordering. Sizing can vary among garment brands and styles, so please review the size chart provided on the product page.

Because each item is made specifically for the customer, we cannot accept returns or exchanges when the correct size was produced and delivered as ordered.

If the size printed on the garment does not match the size listed on your order, contact us within 30 days because this may qualify as a fulfillment error.

Order Changes and Cancellations

Orders may enter production shortly after they are submitted. If you need to request a cancellation or change, contact us immediately through our Contact page.

We will make every reasonable effort to accommodate your request, but cancellation or modification is not guaranteed.

Once blank garments have been ordered or production has begun, the order may no longer qualify for cancellation or a full refund. Once an item has been printed, embroidered, or customized, its product cost is nonrefundable.

Return Authorization

Do not return an item without contacting Lost Timber Company and receiving instructions first.

The return address shown on a package or shipping label might not be the correct location for an authorized return. Items mailed without authorization may be refused, lost, or ineligible for a refund or replacement.

In many cases, photographs will be sufficient to review a damaged, defective, or incorrect product, and a physical return may not be required.

Approved Refunds

If a refund is approved, it will be issued to the original payment method. Please allow approximately 5–10 business days after the refund is processed for it to appear on your account. Processing times vary by bank, credit-card issuer, or payment provider.

Original shipping charges are nonrefundable unless the refund results from a verified production or fulfillment error or applicable law requires otherwise.

Sale Items and Gift Cards

Made-to-order sale and clearance items are subject to the same final-sale conditions described in this policy.

Gift cards are nonrefundable and cannot be redeemed for cash except where required by law.

Lost or Delivered Packages

Shipping problems are handled according to our Shipping Policy.

Packages confirmed as lost in transit by the fulfillment partner or shipping carrier may qualify for replacement. Packages marked “Delivered,” “Out for Delivery,” or “Attempted Delivery” are not generally treated as lost packages.

Customers should contact the carrier, check the delivery location, and ask household members, neighbors, apartment management, or building attendants when tracking shows delivery.

Consumer Rights

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded. Where applicable law provides additional return, cancellation, refund, or warranty rights, those legal requirements will control.

Contact Us

To report a damaged, defective, missing, or incorrect product, contact Lost Timber Company through the Contact page on our website.

Please include your order number and all required photographs so we can review your request promptly. Requests submitted more than 30 days after delivery may not qualify for review.