Refund policy

At Support the Sound, every item is produced specifically for your order rather than mass-produced and stored in a warehouse. This production model helps keep merchandise more affordable for our customers by reducing overhead costs associated with inventory storage, warehousing, and unsold stock. It also supports a more environmentally responsible fulfillment process by minimizing waste, reducing overproduction, and eliminating excess inventory that might otherwise go unused or be discarded.

Because each item is created on demand, all sales are generally final except in cases involving defects, damage, or fulfillment errors as outlined below.

Please review the following policy carefully before placing your order.


1. All Sales Are Final

Because all products are custom-made on demand, we do not accept returns or exchanges for:

  • Incorrect size selection
  • Incorrect color selection
  • Buyer’s remorse or change of mind
  • Ordering errors made by the customer

Customers are responsible for reviewing product details, sizing charts, and order information before completing checkout.


2. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, misprinted, or incorrect, we will gladly replace it or issue a refund.

To qualify:

  • Claims must be submitted within 30 days of delivery
  • Clear photos of the issue must be provided
  • Order number must be included

Please email all claims to: support@supportthesound.com

Eligible issues include:

  • Manufacturing defects
  • Printing errors
  • Wrong item received
  • Damaged during shipping

In most approved cases, a replacement will be issued at no additional cost. Refunds may be issued at our discretion.


3. Return of Defective or Incorrect Items

Depending on the nature of the issue and the resolution being provided, Support the Sound may determine that a physical return of the product is not necessary. In some cases, after reviewing your claim and supporting documentation (including photos), we may issue a replacement, store credit, or refund without requiring the item to be returned.

However, in certain situations, we may request that the item be returned for inspection, verification, or processing before a replacement or refund is approved. If a return is required, Support the Sound will provide instructions regarding the return process.


4. Lost Packages

If your order appears lost in transit:

  • Domestic orders must be reported within 30 days of the estimated delivery date
  • International orders must be reported within 45 days

We will investigate and determine if a replacement or refund is appropriate.


5. Incorrect Shipping Address

Customers are responsible for providing accurate shipping information.

If an order is returned or undeliverable due to an incorrect or incomplete address provided by the customer:

  • Re-shipping costs will be the customer’s responsibility
  • Refunds are not guaranteed

6. Order Cancellations

Orders may only be canceled within 12 hours of purchase, provided production has not begun.

Once an order enters production, it cannot be canceled.


7. International Orders

For international customers:

  • Delivery timeframes and return shipping costs may vary by country.
  • Customs fees, duties, or taxes are generally non-refundable, and we are not responsible for these charges.

Please note that some countries may have additional restrictions that affect return shipping options.


8. Refund Processing

Approved refunds will be issued to the original payment method and may take 5–10 business days to process, depending on your payment provider.

Shipping costs are non-refundable unless the issue was caused by our error.


9. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Double-check your bank or credit card account.
  2. Contact your bank or credit card company, as it may take some time before your refund is officially posted.
  3. If you’ve done all of this and still haven’t received your refund, please contact us at the email below.

10. Contact Support (How to Start a Return)

To start a return or exchange, please contact us with:

  • Your full name
  • Order number
  • The item(s) you’d like to return or exchange
  • The reason for your request
  • Photos (for damaged/incorrect items)

Contact Email: support@supportthesound.com

We’ll respond with next steps, including the return shipping address and any applicable instructions.

For any other order issues, questions, or claims:

Support the Sound

Email: support@supportthesound.com

Website: www.supportthesound.com


11. Artist Merchandise Disclaimer

Support the Sound partners with artists, performers, creators, venues, and brands to produce official merchandise. Due to the exclusive and limited-run nature of some products, return eligibility may be further restricted on select items.


If you have any questions about this Returns & Refunds Policy, please reach out before placing your order. We’re here to help make sure that supporting the sound—and the artists you love—feels as good as it sounds.

By placing an order, you acknowledge and agree to this policy.