Refund policy

Last updated October 26, 2026

MetalThreads Merchandise Inc. ("MetalThreads," "we," "us") wants you to be happy with what you ordered. Because of how our products are made, this policy explains when a return or refund is possible, what isn't eligible, and how to reach us if something is wrong with your order. Please read it before contacting us.

How our products are made

Most apparel sold through MetalThreads is made to order (print-on-demand). Each item is individually printed and assembled by our Canadian fulfillment partner after you place your order. We do not hold inventory of pre-printed apparel, and items are not stocked, restocked, or resold. Production typically takes 1–3 business days before your order ships. Shipping timeframes are described in our Shipping Policy.

Because each item is made specifically for you, we cannot accept returns or refunds for change of mind, incorrect size selection, wrong colour selection, or buyer's remorse. We recommend reviewing our Size Guide before ordering.

Defective, misprinted, mis-shipped, or damaged items

If your order arrives defective, misprinted, mis-shipped (wrong item, size, or print sent in error), or damaged in transit, start a claim through our Contact page within 30 days of delivery. Select the Order support option and include:

  • your order number, and
  • a description of the problem.

Please also be ready to provide clear photos showing the issue, which we may request to confirm your claim. We review each claim individually. Once an issue is confirmed, we will arrange an appropriate resolution, which may include a reprint or a refund. You do not need to do anything further until we respond — please do not ship any item back to us unless we specifically ask you to in writing. If we ask you to return an item, we'll send you a prepaid return label at no cost to you.

Refunds

Where a refund is issued, it is returned to your original payment method by default. Store credit is available instead if you prefer it. We process confirmed claims promptly and will notify you by email once your claim has been resolved. After we issue a refund, the time for it to appear on your statement depends on your card issuer and may take one to two billing cycles — that step is outside our control.

Orders that don't arrive

If your order has not arrived within a reasonable time, contact us and we will investigate with the carrier and our fulfillment partner. Your right to cancel a significantly delayed or undelivered order, and the related refund timeframe, are set out in our Shipping Policy.

Exceptions

The following are not eligible for return or refund:

  • Change of mind, incorrect size selection, wrong colour selection, or buyer's remorse on made-to-order items.
  • Sale or discounted items are final sale, except where they arrive defective, misprinted, mis-shipped, or damaged (which remain covered above).

Your legal rights

Nothing in this policy limits or removes any rights you have under applicable law, including the legal warranties under Quebec's Consumer Protection Act and other Canadian consumer-protection legislation. Those rights apply regardless of anything stated here.

Questions

If you have any questions about this policy, contact us at hello@metalthreads.ca.