Refunds & Returns Policy
Last updated: March 2026
Custom & Made-to-Order Items
Because most of our products are custom and made-to-order with your group's name, logo, or design, they are generally final sale once production begins. We cannot accept returns on personalized items.
Group Drops: MOQ Not Reached
If a Group Drop does not reach the Minimum Order Quantity (MOQ) by the deadline:
- Your payment will be automatically refunded to the original payment method
- Refunds typically process within 5-10 business days
- You will receive an email notification when the refund is processed
This is the default policy unless otherwise stated on the drop page. In rare cases, store credit may be offered instead — this will be clearly communicated before you place your order.
Defective or Damaged Items
If you receive a defective or damaged item, we want to make it right. Here's what qualifies:
- Manufacturing defects (stitching errors, printing issues, material flaws)
- Items damaged during shipping
- Wrong item received
- Incorrect customization (wrong logo, text, or design)
To report a defect:
- Contact us within 14 days of receiving your order
- Email hello@tierone.co with your drop_id, order email, and clear photos of the defect
- We will review and respond within 48 hours
- If approved, we will send a replacement at no additional cost
Wrong Size
Unfortunately, we cannot offer refunds for incorrect size selection. We provide detailed size guides on each product page — please review carefully before ordering.
Exchange option: In some cases, we may be able to facilitate an exchange if inventory allows. Contact us to inquire. Additional shipping fees may apply.
Lost Packages
Tracking shows delivered: If tracking shows your package was delivered but you didn't receive it, please check with neighbors, building management, or local post office first. If still missing, contact us within 7 days of the delivery date.
Tracking shows in transit: If your package hasn't arrived and tracking shows it's still in transit beyond the estimated delivery window, contact us and we'll investigate with the carrier.
How to Request Help
Email us at hello@tierone.co with:
- Your drop_id (found in your confirmation email)
- The email used to place the order
- Photos if reporting a defect
- A brief description of the issue
We aim to respond within 24-48 hours.