Refunds & Cancellations

Therafreezy™ works hard to ensure that all our products are make to high-quality standards & shipped on time and accurately.

Need to cancel?

After making a purchase, customers have 5 hours to request cancelling – we will happy process full refund.

After that date, your order will have been put into production and can no longer be modified, except for your shipping address.

We can still correct/modify your shipping address before we finish printing the product and ship it out (this process takes an average of 3-5 days).

For assistance, please contact: support@therafreezy.com

NOTE: PLEASE CONTACT US AT: (support@therafreezy.com) BEFORE SENDING YOUR ITEMS TO THE ADDRESS TO CONFIRM AND PROCESS YOUR RETURN.

A PHOTO WITH THE CONDITION OF THE PRODUCT WILL BE REQUIED BEFORE SENDING IT TO THE RETURN ADDRESS TO CONFRIM A FULL REFUND AND RETURN. (RESTOCKING FEES MAY APPLY) PLEASE SEND PHOTOS OR VIDEOS TO: (support@therafreezy.com)

First of all, if you would like to modify your order or claim about product's quality for any reasons and request return/ replacement, please contact Therafreezy™ support at support@therafreezy.com and following our guide.

ORDER MODIFICATIONS?

You cannot modify or cancel your order on your end. After your order has been placed, you have 5 hours to contact us and request order modifications (such as a size/color change), so we can't support if you want to return item because of color/ size or and modification after that date. After 5 hours, your order will have been put into production and can no longer be modified, except for your shipping address. Therefore, please contact us as soon as possible.

We can still correct/modify your shipping address before we finish making the product and ship it out (this process takes an average of 3-5 days).

WHEN CAN I REQUEST A REPLACEMENT ITEM OR RETURN?

To be eligible for a refund/replacement, please make sure that:

Firstly, customers have 30 days from the day they received their item to request a replacement or refund. Shipping and handling fees are not refundable in any cases.

Secondly, each product has to be inspected carefully before delivered. But mistakes are inevitable and to make sure that all customers are satisfied, we offer replacement item(s) or return for any of the following reasons:

The product itself is flawed.
The quality is poor.
Final product is materially different than the design presented on our website.
The following information of product is not the same as the order: type, size, color.

Lastly, since your order is custom-made just for you, we are not responsible for returns or exchanges due to incorrect fit or preference issues. Buyers assume all risks when choosing the style and fit of their purchase. To better help you in choosing the right size, we have made available a size chart in each product page. Please make sure you refer to it first for the best fit.

DAMAGED/INCORRECT/LOW-QUALITY PRODUCTS

We guarantee to issue you a free replacement or return in the following situations:

The design was poorly made.
You received a different size from what you ordered.
You received a different product from what you ordered.

Please contact us with your order number and a clear photo showing either the incorrect item, the poor quality of the product or the damaged area of the item.

Check our size chart carefully because if your ordered size doesn't fit you, we can't take responsibility.

CAN I EXCHANGE FOR SWITCHING SIZE/COLOR OF THE PRODUCT?

We offer exchange smaller or bigger size than the original one of your item(s). In this case, you will only have to pay shipping fee and handling fee, we will notice you about this total fee.

If you are not satisfied with your purchase, please contact Therafreezy™ support at support@therafreezy.com, we’ll make it right.

HOW DO I RETURN ITEMS?

NOTE: PLEASE CONTACT US AT: (support@therafreezy.com) BEFORE SENDING YOUR ITEMS TO THE ADDRESS TO CONFIRM AND PROCESS YOUR RETURN.

Return shipping address: 🏠 1881 Steeles Avenue West Suite 406, Toronto, Ontario, M3H 0A1, Canada.

A: If a customer would like to return the item we only accept the return of items if they meet all of following conditions:

Within 30 days of receipt of your shipment
In original condition
Unwashed and Unworn
In the original packaging

After contacting our supports and receive our response, please do exactly the following instructions:

Pack all the returned items, along with a print off of your confirmation of purchase email.
Go to the local post office, or another courier, to ship the package to the address below:
🏠 1881 Steeles Avenue West Suite 406, Toronto, Ontario, M3H 0A1, Canada.

Please provide us the tracking number from the post office or couriers

You will receive an email as soon as we received your items. We will also send you another email to notify you if we approve or reject to refund in your case.

RETURN SHIPPING COST:

You will be responsible for paying for your own shipping costs for returning items. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.