Shipping and Return Policy
This policy applies to all purchases made at Therapy Exchange (“Therapy Exchange”, “we”, “us”, “our”) through our website at www.therapyexchangeapparel.com . It is your responsibility to familiarize yourself with this policy. By placing an order for any of our products, you indicate that you have read this policy and that you agree with and fully accept the terms of this policy.
If you do not agree with or fully accept the terms of this policy, we ask that you do not place an order with us.
Delivery
All orders are processed using the services of Printful, Inc. and delivered within Printful, Inc.`s Delivery Guidelines. As soon as your order has been handed over to the selected carrier, you will receive a shipping confirmation by e-mail.
If we or Printful, Inc. are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone. We do not ship on, Saturday, Sunday, or Local/Public Holidays.
Risk of Loss
All items purchased are made pursuant to a shipment contract with our carrier. This means that the risk of loss and title for such items pass to you upon our delivery of your order to our carrier. If you do not receive your order within 30 days from the date of dispatch, contact us using support@therapyexchangeapparel.com.
We would request that you contact as soon as possible and within 45 days of placing your order. If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.
My delivery is damaged, what can I do?
If you have received a defective item, please email us within 48 hours of delivery and attach pictures of the damaged item so that the damage can be checked. Please do not dispose of the item until you have heard back from us. No complaint can be considered unless clear proof can be given that the product(s) are faulty or damaged.
Amendments and orders made in error
Once your item has been dispatched, you will receive an email to the e-mail address you place your order with. However, this also means that if your order has already been dispatched, we are unable to amend or cancel the order.
If you have placed an order in error or made a mistake on an order, you need to contact our Customer Services team as soon as possible within one hour of the order being placed to let us know to amend or cancel the order before it is dispatched.
If your order has already been dispatched, we are unable to amend or cancel the order until you have returned the order to us.
You can check the status of your order in your account by viewing your most current order.
Address Changes
We are unable to change or update a shipping address once an order has been passed on to Printful, Inc. Please be sure to check your shipping details prior to submitting your order and to send us an email before your order is shipped if you need to change your address.
Refusing delivery
If you’ve refused the delivery, or plan to refuse the delivery of your order because you want to cancel it, please contact us using support@therapyexchangeapparel.com .
Orders Returned to Us
If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.
Returns
Before you request or arrange return of product(s), please read the below information carefully. You may Return any Delivered product(s) you have purchased within 30 working days of Delivery, for any reason (including if you simply change your mind). To do so you must notify us in writing via email or post within 14 working days of Delivery. If you are Returning a product(s) for any reason, except damage or manufacturer defect, you must pay the costs of Returning the product(s) to us.
We will not accept Returns or Cancellations if the product(s) have been damaged, altered or by altering or customizing the product(s) in any way that could be deemed as you are using or treating the product(s) as your own. While in your possession, you must keep any product(s) you intend to Return to us in good condition. Product(s) must be Returned in the same condition as they were delivered. Care must be taken to ensure the Return product(s) are packed well to avoid damage or loss of parts in transit. Product(s) Returned which cannot be re-sold as new due to damage or wear and tear or missing component parts may be subject to a reduction in the Refund given.
Our standard returns policy for item(s) bought is 30 days and to qualify for a full refund the item must be:
• unused,
• in its original packaging,
• in a resellable condition,
• complete and as purchased,
• accompanied by a valid proof of purchase, and
• returned to us within 30 days of purchase.
Therapy Exchange will try to ensure that products are completed and delivered within the estimated lead time advised at time of purchase. However, delays do occasionally arise due to production or shipping issues, out of our control. If a delay occurs, Therapy Exchange will communicate to you, the customer as soon as the new estimated delivery date is confirmed, however, this does not mean you have the right to cancel such an order if it is beyond the estimated time frame.
Delays
We will use all reasonable endeavors to ensure these above-mentioned times are met. However, we cannot guarantee or be held responsible for dispatched parcels delayed by third parties, for example due to poor weather conditions.
Refunds
Refunds will be processed within 14 days. Where exchange rates of currency are involved, the Refund will be made in the currency used when you paid for the order. Therapy Exchange does not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of Ordering and the time of issuing the Refund.
Late or missing refunds
If you haven’t received a refund within 14 days of us notifying you about your refund being issued, please, check your bank account again and contact your bank or credit card company. If you’ve done all of this and you still have not received your refund yet, please contact us using support@therapyexchangeapparel.com .
Questions
Still have Questions, please contact us using support@therapyexchangeapparel.com .
This Shipping and Returns Policy was last updated on Thursday, December 15, 2022