Most things we can sort. A few we cannot, and they are worth saying plainly rather than letting you find out after a week of messages.
We cannot refund or cancel a paid order for change of mind
Everything is made to order, so your piece is made because you bought it. And the moment your order is confirmed, the giveaway entries it earned go into the entry pool. Every entry changes the odds for every other entrant, so those entries cannot be pulled back out afterwards.
That lock is not an inconvenience we tolerate. It is the thing that makes the draw fair. If entries could be withdrawn after the odds had already shifted, nobody could trust the result.
What we do instead is exchanges. If a piece does not fit, or if we got something wrong, we sort it.
We cannot add, remove or adjust entries
Not for anyone, including ourselves. Once entries are awarded they are recorded permanently against the order and there is no mechanism to change them.
If you think your count is wrong, tell us. We can re-check what was recorded against your order and explain exactly how the figure was reached. What we cannot do is type a different number in.
We cannot overturn a draw result
The draw is committed in advance and settled by a public source of randomness, so nobody can steer it, us included. Under the Official Rules the Sponsor's decisions are final. If you want to check a result rather than contest it, the draw is published so it can be verified independently.
We cannot make a carrier move faster
Once a parcel is with the carrier, the timetable is theirs. We can open an investigation and chase it, and we do, but we cannot change a scan or a delivery date.
We cannot honour a size exchange on a worn or washed item
See the condition rules. If you believe there is a fault rather than a fit problem, that is a different route and the condition rules are not the test.
Before you go to your bank
If you are unhappy with an outcome, reply and tell us. A payment dispute takes weeks, gets you a worse result than a replacement would, and it cannot recover entries either, because entries are never removed.
We would much rather fix it. Use the contact form at shftdco.com/pages/contact with your order number and tell us what went wrong.
Your legal rights
Nothing here limits any non-waivable rights you have under applicable consumer protection law, including the legal warranty under Quebec's Consumer Protection Act and your rights under other Canadian provincial and federal consumer legislation. Where the law gives you a remedy that our policy does not, the law applies.