Return & Refund Policy
Last updated: September 3, 2026
Our Approach
Every Timber & Steel merch item is custom-printed and made to order through our fulfillment partner, Printful. That means your gear is made specifically for you when you place your order. Because these products are one of a kind and produced on demand, we handle returns a bit differently than a traditional store.
What We Cover
If your order arrives damaged, defective, or misprinted, we will make it right. The following qualify for a free replacement or full refund:
Damaged or defective items: manufacturing errors, warped prints, ink issues, or similar quality problems
Misprinted designs: wrong placement, wrong colors, or the wrong item entirely
Lost packages: if your order never arrives
No need to send the damaged item back. Just send us a clear photo showing the issue and we will take care of it.
How to Report an Issue
Contact us within 30 days of the delivery date (or the estimated delivery date for packages that never arrived). Claims submitted after 30 days cannot be honored.
To file a claim:
Email us at contact@timberandsteelgym.com with your order number
Include a clear photo of the affected product
Describe the issue
We will review your claim and respond within 3 business days.
What Is Not Covered
Because every item is made to order, we do not accept returns or exchanges for:
Wrong size or color: if the item matches what you ordered but you picked the wrong size or color
Buyer's remorse: if you changed your mind after receiving your order
Incorrect shipping address: if you entered the wrong address, we can arrange a reshipment, but reshipping costs apply
We recommend checking the size guide on each product page before ordering to make sure you get the right fit.
Refunds
Approved refunds are processed back to your original payment method within 5 to 10 business days of approval. You will receive a confirmation email when your refund is issued.
Exchanges
We do not offer exchanges for size or color changes since each item is custom-made. If you need a different size, please place a new order for the correct item.
Return Shipping
Damaged or defective items: No return shipping needed. We will send a replacement or issue a refund without requiring the item back.
Return-to-sender packages: If a package is returned to our fulfillment partner due to an incorrect address or failure to claim, reshipping fees apply. Contact us to arrange reshipment.
Order Cancellations
Because production begins immediately after your order is placed, we cannot cancel or modify orders once they have been submitted to our fulfillment partner. Please double-check your items, sizes, and shipping address before completing your purchase.
Contact
If you have questions about these terms, please contact us at: contact@timberandsteelgym.com