policies

Cancellations

Orders may be cancelled for a full refund within 3 business days. Orders cancelled after 3 business days may receive refunds as long as the order has not begun fulfillment. Once patch embroidery files are made, they will not be refunded. Once custom vest materials (eg. binding, zippers) are purchased, or a vest has begun construction, they will not be refunded.

 

For orders including multiple items (eg. patches and a vest) I am happy to issue partial refunds if you decide you do not want a part of your order that has not begun fulfillment. That is to say, if your vest is done but your patches aren't in an embroidery file yet, you can receive a refund for your patches, but not your vest.

 

If you absolutely insist that you do not want an item that has begun fulfillment (eg. you purchased a vest elsewhere as well and don't want a Multiway now), you will receive only a partial refund, less the cost of materials. Please do not place orders you are not 100% certain you want

Order mistakes

You've received your order after waiting patiently, but whoops! I messed up. Your order does not match the attached packing slip in some way. Maybe I've forgotten a patch, or embroidered with the wrong thread, or on the wrong fabric. Any orders with items that do not match the packing slip is eligible for a refund on the affected items, or a replacement (shipped at seller's cost). Exceptions apply if you and I discussed changes after the order was placed. In this case, changes will not reflect on the packing slip, but will be found in e-mails or personal messages.

This does not apply if you forgot to make a change, or just don't like what you received. Please note that if you ask for a general colour (eg. red) instead of a colour number (eg. #149, #148, #145, #292, etc.) I have default selections for most colours. Orders asking for a general colour that do not like the colour they received are not considered incorrect. Refundable/replaceable mistakes are mistakes that were made on my part. 

Returned to Sender

More and more often, I'm getting packages that are returned to me for incorrect addresses. Small Canadian orders have hand-made address labels with addresses from check-out, formatted to fit Canada Post's standards. Larger Canadian orders and all American orders have their shipping labels printed directly from Paypal, which means that they are shipped to the Paypal address on file. Please ensure your address is correct. Most American orders are turned back to me because of the last digit of the zip code being incorrect. One digit can delay your order as much as 2 months!

In addition, orders that return to me are subject to new shipping charges. These will be directly invoiced via Paypal. If you decide you would rather cancel your order, you will receive a refund for the amount paid, less shipping and material cost (a 10% restock fee). You will be contacted immediately via e-mail if your order is returned to me. I will not re-ship, refund, or unpack any returned order until I hear from you.

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