Everything here is printed after you order it. There is no warehouse and no shelf to put a returned shirt back on — so the honest version is this: if we got it wrong, we fix it free. If you ordered the wrong size, we can't take it back.
That is not us being difficult. It is the trade-off that keeps the prices where they are. What we can do is make sure you order right the first time — see the size charts, and if you are between sizes, email us before you buy and we will tell you straight.
We fix these, free, every time
- Wrong item or wrong size shipped. Our error, our cost.
- Misprint. Off-center, faded, cracked, wrong color, wrong artwork.
- Damaged in transit. Torn, stained, or crushed on the way to you.
- Manufacturing defect. Bad seam, hole, broken snap, missing stitching.
- Never arrived. Tracking says delivered and it is not there, or it stopped moving — tell us and we will chase it.
You get a replacement or a full refund, your choice. In most cases we do not want the item back — keep it, cut it up for rags, give it to whoever it fits. Sending it back costs more than it is worth to us.
How to report it
Email sales@altitudeiron.com within 30 days of delivery with:
- Your order number
- What is wrong, in a sentence
- A photo showing the problem — and for a misprint, one shot of the whole garment laid flat
The photo is not us doubting you. It is what our print partner needs to pull the bad run and stop it happening to the next hand who orders that design.
We answer within one business day. If it is on us, the replacement goes into production immediately — you do not wait on a return arriving first.
What we can't cover
- Ordered the wrong size. The garment was made to your spec. Measure first — the size charts take two minutes and there is a method on that page that works even if you hate tape measures.
- Changed your mind. Same reason.
- Wrong address entered at checkout. If it has not printed yet we can usually fix it — email us fast. Once it ships to a bad address, a reprint is a new order.
- Normal wear. A shirt you have worn up a tower for two years has done its job.
- Damage from care. Hot dryer, bleach, fabric softener on fleece — see care instructions.
- Reported after 30 days.
If we do accept something outside this list as a one-off courtesy, you cover the return shipping and the item has to come back unworn and unwashed. We only pay shipping when the fault is ours.
Cancelling or changing an order
Email us the moment you know. Orders go to print fast — usually within a day — and once the press runs we cannot pull it back. Before print, we can change size, color, address, or cancel outright for a full refund. After print, we cannot.
Refund timing
Approved refunds go back to the original payment method. We issue same day; your bank takes 5–10 business days to show it. We cannot speed that part up.
A note on hi-vis
Our high-visibility items are high-visibility color, not certified safety gear — no retroreflective tape, no ANSI/ISEA rating. That is stated on every one of those product pages. Buying one expecting rated PPE is not a defect, so please read that line before you order.
Anything not covered here, email sales@altitudeiron.com or use the contact form. A real person answers, usually within one business day.