The short version. Every piece of merch is printed just for you, so we can’t take returns for size or a change of mind. If something arrives damaged, defective or wrong, tell us within 30 days and we’ll send a replacement or refund you. Email [email protected].
Made to order
This policy covers merch sold by Pouch Rats LLC at pouchrats.com. Our merch is printed on demand. Nothing sits in a warehouse, and each item is made after you order it. Because of that, we can’t accept returns or exchanges for wrong size, color or a change of mind. Please check the size and fit notes on each product before you order.
Damaged, defective or wrong items
If your order arrives damaged, has a printing defect (smudged, misaligned or faded print, holes, bad stitching) or isn’t what you ordered, we’ll make it right.
- Email [email protected] within 30 days of delivery.
- Include your order number and a clear photo of the problem (and of the label, for a wrong item).
- We’ll send you a free replacement, or a full refund if you’d rather have that.
You usually don’t need to send anything back. If we do need the item returned, we’ll tell you how and cover the shipping.
Lost packages
If tracking stalls or your package never shows up, email us within 30 days of the estimated delivery date. We’ll work with the carrier and send a replacement or refund if the package is lost in transit.
If tracking says it was delivered but you can’t find it, check with neighbors and your building first, then email us. We’ll do what we can, but we can’t always replace packages marked as delivered to the correct address.
Wrong address
Please double-check your shipping address at checkout. If an order is returned to us because of an incorrect or incomplete address, we’ll reship it once you confirm the right address. You’ll pay the shipping cost for the second trip.
Canceling or changing an order
Orders go into production quickly. Email us as soon as possible, ideally within 2 hours of ordering. If production hasn’t started, we’ll cancel or change it and refund you in full. Once it has started, we can’t cancel it.
Refunds
Approved refunds go back to your original payment method. Depending on your bank, it can take 5 to 10 business days to show up. Shipping costs are refunded when the problem was ours.
Sold-out items and errors
If something sells out or is listed at the wrong price after you order, we’ll let you know and refund you in full for any item we can’t send.
Questions
Anything at all about an order: [email protected]. Include your order number and we’ll get back to you within 2 business days.