Refund policy

Important Notice

We are not responsible for lost or stolen packages during transit. If your order is lost or stolen, we recommend checking with your local carrier. If you purchased Route insurance at checkout, your order will be covered under their policy.

Refund & Replacement Policy for Metal Art & Personalized Products

All personalized metal art pieces are custom-made for each customer. Once production begins, we cannot offer refunds. However, we will replace your item at no cost if it arrives with a manufacturing defect or is damaged during shipment.

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

Refunds will not be issued for lost or damaged shipments. If your item is lost or damaged, we will send a replacement.

Production & Shipping Timelines:

  • Personalized metal art items are made to order. Please allow 2-4 weeks for production, plus an additional 2-3 days for domestic shipping.
  • If your design is a first-time custom request, production may take up to 6 weeks.

Returns & Exchanges

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

Personalized metal art pieces are final sale and cannot be returned unless they have a manufacturing defect.

We do not accept returns or exchanges for the following:

  • Custom metal art (unless defective)
  • Perishable goods (food, flowers, etc.)
  • Intimate or sanitary products
  • Hazardous materials, flammable liquids, or gases
  • Gift cards
  • Downloadable software
  • Certain health and personal care items

To complete a return, proof of purchase is required. Do not send your purchase back to the manufacturer.

Refunds (If Applicable)

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

Late or Missing Refunds:

  1. If you haven’t received a refund yet:
  2. Check your bank account again.
  3. Contact your credit card company, as processing times may vary.
  4. 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

Discounted and clearance items are final sale and cannot be refunded.

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. If approved, send your item to:
Towlivesmatter, 421 S Brookhurst St Suite 231, Anaheim, CA 92804, USA.

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.