Refund policy

Lost, Stolen or Damaged Packages

Lost packages: If your package does not arrive within the estimated delivery time, please contact us at Contact@towlivesmatter.com and we will work with the carrier to resolve it.

Stolen packages: We are not responsible for packages that are marked as delivered and then stolen. Please check with your local carrier and neighbors first.

Damaged items: If your item arrives damaged or with a manufacturing defect, email us photos of the item and packaging and we will send a replacement at no cost.

Personalized Products

Personalized items (for example, items with names or custom text) are made to order for each customer. Once production begins, we cannot offer refunds. We will replace your item at no cost if it arrives with a manufacturing defect or is damaged during shipment.

Please make sure all details, including names and text, are entered correctly at checkout. We cannot accept returns for typos or incorrect personalization entered at checkout.

Production & Shipping Timelines:

  • Personalized items are made to order. Please allow 1-2 weeks for production, plus 2-3 business days for domestic shipping.
  • For a first-time custom design, production may take up to 3 weeks.

Returns & Exchanges

We accept returns for unused, non-personalized items within 30 days of delivery. Items must be in their original condition and packaging.

Personalized items are final sale and cannot be returned unless they have a manufacturing defect or arrive damaged.

We do not accept returns or exchanges for the following:

  • Personalized items (unless defective or damaged)
  • Items marked Final sale on the product page
  • Gift cards

To complete a return, proof of purchase is required. Please contact us at Contact@towlivesmatter.com before sending a return. Do not send your purchase back to the manufacturer.

Refunds

Once we receive and inspect your return, we will notify you by email about your refund approval. If approved, your refund will be processed to your original payment method within a few business days.

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.
  2. Contact your credit card company, as processing times may vary.
  3. Contact your bank, as refunds often take a few business days to be posted.

If you have done all the above and still have not received your refund, please contact us at Contact@towlivesmatter.com.

Sale Items

Items marked Final sale on the product page cannot be returned or refunded. Items bought at a sale price or with a discount code can be returned under the 30-day policy above.

Exchanges

If your order arrives damaged or defective, we’re happy to replace it. Please email us at Contact@towlivesmatter.com with photos, and we’ll make it right.

Gifts

If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a store credit for the return. If the item was not marked as a gift, the refund will be issued to the original purchaser.

Shipping for Returns

To return a product, mail it to:
Towlivesmatter, 421 S Brookhurst St Suite 231, Anaheim, CA 92804, USA.

  • Customers are responsible for return shipping costs.
  • Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted.
  • For items over $75, we recommend using a trackable shipping method or purchasing shipping insurance. We cannot guarantee receipt of returned items.

If you have any questions, feel free to contact us at Contact@towlivesmatter.com.