1stpine.com

Return & Refund Policy

Effective Date: April 25, 2026 | Last Updated: April 25, 2026

Overview

At First Pine Commerce, we want you to be completely satisfied with your custom T-shirts and print service. If for any reason you are not, we offer a straightforward return and refund policy. You have 30 days from the delivery date to return eligible items.

1. Return Window

You have 30 days from the date your order was delivered to initiate a return or exchange. Items must be returned within this window to qualify for a refund or exchange.

2. Eligibility Conditions

To be eligible for a return, your item must meet ALL of the following conditions:

  • Must be unworn, unused, and in its original condition.
  • All original tags must still be attached.
  • Must be in its original packaging (e.g., poly bag).
  • Must be accompanied by your order confirmation or receipt.

3. Non-Returnable Items

The following items cannot be returned:

  • Items that have been worn, washed, altered, or show signs of use.
  • Items with removed, damaged, or tampered-with tags.
  • Final sale or clearance items (clearly marked as such at the time of purchase).
  • Gift cards.
  • Items damaged due to misuse, negligence, accident, or normal wear and tear.

4. How to Initiate a Return

To initiate a return or exchange, please follow these steps:

  1. Email Us: Send an email to help@1stpine.com with your order number and a brief reason for your return.
  2. Await Approval: We will review your request and respond within 24 hours with approval or further instructions.
  3. Package Your Item: Securely pack the item in its original packaging, ensuring all original tags are attached.
  4. Ship Your Item: Ship your item using the method provided in our email. The return address will be provided via email when we accept your return request.
  5. Processing: Once we receive and inspect your returned item, we will process your refund or exchange.

5. Return Shipping Costs

  • Standard Returns: For returns due to reasons other than a defect or incorrect item, the customer is responsible for the return shipping costs.
  • Defective or Incorrectly Shipped Items: If you received a defective item or an item different from what you ordered, we will provide a prepaid return label at no cost to you.

6. Refunds

  • Method: Refunds will be issued to the original payment method used for the purchase (Stripe, PayPal, Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay).
  • Processing Time: Please allow 5–7 business days for your refund to be processed after we receive and inspect the returned item.
  • Confirmation: You will receive a confirmation email once your refund has been processed.
  • Note: Original payment processing fees charged by Stripe and PayPal are non-refundable.

7. Exchanges

We are happy to offer exchanges for eligible items, subject to stock availability. To request an exchange, please email help@1stpine.com with your order number and details of the replacement item you would like. We will confirm availability before processing your exchange.

8. Order Cancellation

  • You may cancel your order within 24 hours of placement, provided the order has not yet shipped.
  • To request a cancellation, please email help@1stpine.com immediately with your order number.
  • Once an order has shipped, the standard return process (outlined above) will apply.

9. Damaged or Lost in Transit

  • Damaged Items: If your item arrives damaged, please photograph the damage immediately and email help@1stpine.com within 7 business days of delivery. Include photos of the damage and your order number.
  • Lost Packages: If your package is lost in transit, please contact us within 7 business days of the estimated delivery date.
  • For both damaged and lost items, we will file a claim with the carrier (USPS, UPS, FedEx) and arrange for a replacement or a full refund.

10. Late or Missing Refunds

If you have not received your refund after the stated processing time (5–7 business days plus bank processing time), please follow these steps:

  1. Check Your Account: First, check your bank account or credit card statement again.
  2. Contact Your Bank: Contact your bank or credit card company. It may take some time before your refund is officially posted, as processing times vary by financial institution (typically 3–10 business days).
  3. Contact Us: If you have completed both steps and still have not received your refund, please email help@1stpine.com for further assistance.

11. Contact

For any questions regarding our Return & Refund Policy, please contact us:

First Pine Commerce LLC Email: help@1stpine.com Phone: +1 859 972 3785 Hours: Monday–Friday, 9 AM–5 PM GTM-7