First of all, we truly understand that some of customers fail to receive their satisfied products as many reasons. Hence, our customer support team is always willing to listen to your words and find suitable solutions for you!
Since your order is custom printed for you only with our unique designs, we are not responsible for refunds or exchanges due to incorrect fit issues. For the purpose of choosing the right size and best fit, please refer to the size chart available in each product page. Just click on the Product Details link to choose your best fit.
Can I cancel or change my order once it is placed?
Yes, you can change or cancel your order by contacting our customer care team within one business day of placing your order. After a business day it’s possible that your order has already gone into production.
Defective/ Incorrect Order
Our team is trying our best top continuously to improve product quality as well as order accuracy. Some causes, however, may happen while shipping, then you may receive a damaged item, poor quality or incorrect product. We truly apologize for this inconvenience but these are just the unusual situations! Please contact us via firstname.lastname@example.org, we would find out effective solutions to make sure satisfaction of our customers.
All you need to do is provide us with your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item. Please send them via email email@example.com for our support.
Order not received
If you have not received your order within 45 days for apparel products and 60 days for pillow covers shoes or saddle bags after the day you placed your order, please do not hesitate to contact via email firstname.lastname@example.org to request replacement or a refund. Please note this policy excludes mistakes made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.
Returns & Refund
We are happy to offer you replacement in the case that the items are defective or incorrect. Please send to us photographs showing the specific matters with order number.
Our customer support team is always willing to guide you how to return your items. Please note that you will take responsibility for paying the shipping costs to return.
Please ship your return to:
Off Track Bedding Returns
11923 NE Sumner St, Portland, OR 97220, United
How long does it take to process a refund?
Most refunds arrive within 10 days, but for some payment methods and regions, it might take longer.
We send your refund on the day your order is canceled. Once we send it, the refund is on its way, and your payment provider (for example, your bank or credit card issuer) will have the most up-to-date info about when funds will arrive.