Refund policy

REFUND AND EXCHANGE POLICY

SHFTD runs active giveaways. The moment your order is confirmed, the entries it earns are automatically and irrevocably added to the entry pool. Because every entry affects the odds for every other entrant, that allocation cannot be reversed, edited or removed by anyone once it has happened, including by us. To keep the draw provably fair for everyone, that process is deliberately locked.

For that reason, purchases that generate entries are final and we do not offer refunds, cancellations or chargebacks for change of mind. We offer exchanges instead. Everything is made to order in our studio in Levis, Quebec, which is the other reason returns work this way.

SIZE EXCHANGES
If your item does not fit, contact us within 30 days of delivery and we will arrange an exchange for a different size, or for a like item of equal value if your size is unavailable. The item must be unworn, unwashed and in its original condition with tags attached. Original packaging is not required.

There is no limit on how many items in an order you can exchange.

You cover the cost of sending the item back. We cover sending the replacement out. The replacement is made to order as well, so the production window applies to it again.

If the size you need is sold out, we will offer you a like item of equal value or the option to wait for the next run. The choice is yours.

An exchange replaces the product only. It does not remove, refund or alter any giveaway entries from the original order, and your entry total stays the same.

DAMAGED, DEFECTIVE, INCORRECT OR MISSING ITEMS
If your item arrives damaged or defective, if you received the wrong item, or if something is missing from your order, contact us within 14 days of delivery with your order number and a photo.

We will make it right with a replacement, a repair, or, where you are entitled to one under applicable law, a refund. When the fault is ours we send you a prepaid return label, so a SHFTD mistake never costs you postage. In most cases there is nothing to send back at all.

If a parcel is damaged in transit, we handle the carrier claim ourselves. You keep the item and you do not need to store the packaging.

PRINTS
Our prints are hand pressed. If a print cracks, peels or lifts within 30 days of delivery after normal washing and wear, contact us and we will replace the piece. Beyond 30 days, get in touch anyway and we will look at it case by case. Follow the care guidance on the product page, because heat and direct ironing on a print are what usually damage one.

WORN OR WASHED ITEMS
Once a piece has been worn or washed we cannot exchange it for a different size. If you think there is a fault rather than a fit problem, contact us and tell us what happened.

NON EXCHANGEABLE ITEMS
The following are final sale and cannot be exchanged: digital products, Fast Track passes and other entry related products, gift cards, and any item marked final sale.

A product marked FINAL RUN is not final sale. It means we are not making more of it. Exchanges still apply, subject to what is left in stock.

HOW TO START
Send us a message from the contact page at shftdco.com/pages/contact with your order number, the email address you used at checkout, and what you would like to happen. There is no return authorisation number and no returns portal. We reply within 24 hours and we will send you the return address and instructions if anything needs to come back. Please do not ship anything back before you hear from us.

YOUR LEGAL RIGHTS
Nothing in this policy 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 this policy does not, the law applies.

For full giveaway entry rules, see our Official Rules in the Help Desk.