Returns & Refunds

Last updated: October 3, 2026

Every Tropical Moose item is printed or embroidered to order, just for you. Because nothing is pulled from a shelf, our policy is built around making sure what arrives is right.

Damaged, defective, misprinted or wrong items

If your order arrives damaged, has a printing or embroidery defect, or isn't what you ordered, we'll make it right at no cost to you.

Email us within 30 days of delivery with your order number and a clear photo of the problem (and of the shipping label if the package was damaged).
We'll send a free replacement or, if you prefer, a full refund for the affected item.
You don't need to send the item back unless we ask.

Size exchanges and change of mind

Since each piece is made to order, we can't accept returns or exchanges for wrong size or change of mind. Please check the size chart on each product page and our Size Guide before ordering. Not sure? Email us before you order and we'll help you pick.

Cancellations and changes

Orders go into production quickly. If you need to cancel or change your order (size, color or address), email us within 2 hours of placing it. Once production starts, we can't cancel or change it.

Lost or undeliverable packages

If tracking shows no movement for 7 days, or your package is marked delivered but you can't find it after 3 days, email us and we'll open a claim with the carrier and our production partner.
If a package comes back because of an incorrect or incomplete address entered at checkout, we'll reship it once the address is confirmed; the customer pays the reshipping cost.

Refunds

Approved refunds go back to your original payment method within 5–10 business days after we process them. Original shipping charges are refunded only when the whole order was our mistake.