FAQ
Customer Service Email ---> contact@towlivesmatter.com
Is it safe to process payments through you? Do you have access to my credit card details?
We use Stripe and Paypal, the leading international payment providers, to process all purchases. There is no point where we have access to customer's personal data ourselves or where that data might potentially be compromised. All data are processed encrypted via Stripe or Paypal.
How long does it take to receive my order?
All of our products are printed on demand, especially for each customer when they order. This process allows us to create unique and even custom designs with no waste. This does take a bit longer than Amazon Prime shipping from a warehouse of stock, and we appreciate your support of our small business.
United States delivery time estimates are:
Shirts, hoodies and hats- 7 to 14 days. Mugs and tumblers- 5 to 11 days. All other products- 10 to 20 days. Times may differ during both USA and international holidays, and during extreme weather events.
In the event of a sale or during the holidays, shipping times may be delayed.
How can I track my order?
You will receive an email upon the creation of the shipping label, which means your order is getting ready to be shipped. You'll receive a link to track your order.
How can I contact you?
Our customer service email is contact@towlivesmatter.com or you can reach us through Facebook.
Can i update my address?
Yes! If you contact us within 24 hours of placing your order by submitting a ticket here, we can update your address. If it's after 24 hours, we can no longer update your address.
I have received only part of my order in the mail so far. Can you tell me where the other items are?
As noted on our shipping page and in your order confirmation emails, we ship directly from different suppliers around the US and outside of the USA, if you purchased several items, it will likely arrive in separate packages. Please be patient, and the rest of your order will arrive soon!
How can I exchange an item?
You are welcome to exchange any item for a new item or size, or return it for a store credit. Please email contact@towlivesmatter.com with your name, order #, and reason for returning.
Can I cancel my order?
All cancellations must be made within 12hrs of initial purchase. You must contact us within the first 12hrs, even if we do not respond right away, your request to cancel must be received within the first 12hrs after a purchase.
Do you offer refunds?
If we have made a mistake, such as sending the wrong item, the wrong size, or if there is a manufacturer defect, please send pictures to contact@towlivesmatter.com and we will replace the item. We may have you return the wrong item with a prepaid shipping label.
You can view our full return policy here: