Refund & Returns Policy – Crave Gear
1. Overview
Crave Gear specializes in custom-printed products made to order. Because each item is produced specifically for you, our return and refund policy is different from general retail stores.
Please review this policy carefully before placing an order. By purchasing from CraveGear.ca, you agree to the terms outlined below.
2. Custom Products
Most of our items are custom made based on your selected designs, text, or artwork. For this reason:
- We do not accept returns or exchanges for custom products due to size, fit, or change of mind.
- Please double-check your artwork, spelling, colors, and product selection before placing your order.
3. Non-Custom / Standard Products
From time to time we may offer non-custom items (for example, branded merchandise or accessories). For eligible non-custom products:
- Returns may be accepted within 14 days of delivery in new, unused condition with original packaging.
- Return shipping costs are the responsibility of the customer unless the item is defective or we made an error.
- Refunds are issued to the original payment method once the item has been received and inspected.
Please contact us before sending any items back so we can confirm eligibility and provide instructions.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, we’ll make it right.
To report an issue:
- Contact us at info@cravegear.ca within 7 days of delivery.
- Include your order number, a description of the issue, and clear photos of the product and packaging.
Once we review the information, we may offer one or more of the following, at our discretion:
- A replacement of the affected item(s).
- A partial or full refund.
- A store credit for future purchases.
We reserve the right to refuse claims reported outside the 7-day window or where there is evidence of misuse, normal wear and tear, or damage caused after delivery.
5. Color, Placement & Print Variations
Minor differences in color, print placement, or scale may occur due to screen settings, printing processes, and garment or product materials. Such small variations are considered normal and are not treated as defects.
If you require exact color matching for corporate or brand work, please contact us in advance so we can review options and set expectations before production.
6. Order Changes & Cancellations
Our production timelines are designed to be fast, so orders often enter processing shortly after they are placed.
- If you need to change or cancel your order, contact us as soon as possible at info@cravegear.ca.
- We cannot guarantee that changes or cancellations can be made once production has begun.
- If cancellation is possible, a refund will be issued to your original payment method, minus any non-recoverable processing or artwork fees already incurred.
7. Shipping Issues & Lost Packages
We use third-party carriers (such as Canada Post, UPS, or other couriers) to deliver your order. Once a package has been handed to the carrier, delays or delivery issues may occur that are outside our direct control.
- If tracking shows “delivered” but you have not received your package, please check with household members, building management, or neighbours first, then contact the carrier.
- If the carrier confirms the package is lost, contact us and we will work with you to determine a reasonable solution, which may include a replacement or partial refund.
8. Refund Method
Approved refunds will be issued to the original payment method used at checkout. Depending on your bank or card issuer, it may take several business days for the refund to appear on your statement.
9. Contact for Returns & Refunds
If you have questions about this policy or need to request a replacement or refund, please contact:
Crave Gear
Email: info@cravegear.ca
Bowmanville, Ontario, Canada