Refund Policy
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This Refund Policy is about money: when Field and Reel gives it back, how much, by which route and how quickly. The practical steps for sending an item back or swapping a size are on our Returns & Exchanges Policy page, and cancelling an order before it is printed is covered on Cancel or Change an Order. The short version is simple: once a refund is approved, it reaches your original payment method within 7 calendar days. Questions about a specific refund go to [email protected], and we reply within 1 business day.
Refunds at a glance
- Refund window: request within 60 days of delivery, for any reason.
- Refund timing: received on your original payment method within 7 calendar days after approval.
- Approval means: your return was received and inspected, your photo claim was accepted, or your cancellation was confirmed.
- Our mistakes: damaged, defective, misprinted, wrong or lost items are refunded in full, including any shipping you paid.
- Change of mind: item price refunded in full; return postage is paid by you.
- Restocking fees: none.
1. When you can get a refund
You can ask for a refund on any item within 60 days of the delivery date shown in tracking. The reason does not have to be dramatic. Maybe the shirt fits but you just do not wear it, maybe the design looked different on a phone screen, or maybe the hoodie you bought for a November hunt arrived after the trip was cancelled. All of these qualify. There are also situations where a refund is due without any return at all:
- your parcel is confirmed lost by the carrier, or a carrier investigation is not resolved within 5 business days;
- an item arrives damaged, with a print or garment defect, or is not the item you ordered, and you prefer a refund to a replacement;
- you cancel an order within the cancellation window, before printing starts;
- we cancel your order because we cannot print or ship it.
2. What counts as approval
The 7-day clock starts at approval, so it helps to know what approval means in each case. For an item you send back, approval happens when the parcel arrives and we have inspected it; we inspect within 2 business days of arrival. For damaged, defective, misprinted or wrong items, approval happens when we accept your photos, which is usually the same day we receive them. For a lost parcel, approval happens when the carrier confirms the loss or when the 5-business-day investigation limit passes. For a cancellation, approval is the moment we confirm by email that the order is cancelled. We always email you when a refund is approved, so you know the clock has started.
3. How long refunds take
| Situation | Approval happens when | Money received |
|---|---|---|
| Change-of-mind return | Return arrives and passes inspection (within 2 business days of arrival) | Within 7 calendar days of approval |
| Damaged, defective or misprinted item | Your photos are reviewed and accepted | Within 7 calendar days of approval |
| Wrong item sent | Your photos are reviewed and accepted | Within 7 calendar days of approval |
| Lost parcel | Carrier confirms loss, or 5 business days of investigation pass | Within 7 calendar days of approval |
| Cancellation before printing | We confirm the cancellation by email | Within 7 calendar days of approval |
| Order cancelled by us | We email you about the cancellation | Within 7 calendar days |
We send the refund instruction promptly after approval. Most refunds appear sooner than 7 days, but banks and card issuers handle the last step, and some take a few business days to show the money in your account. If 7 calendar days have passed since approval and you still cannot see the refund, write to us and we will send you the refund reference so your bank can trace it.
4. How you are refunded
Refunds go back to the payment method you used at checkout. If you paid by card, the money returns to that card; if you paid through a wallet or another provider shown at checkout, it returns to that account. We cannot send a refund to a different card, a bank transfer or a gift card, because doing so would open the door to fraud. If the original card has been cancelled or expired, the card issuer normally passes the refund to your new card or account; contact your bank if it does not appear. Refunds are issued in US dollars, the currency you paid in. If your card is in Canadian, Australian or New Zealand dollars, your bank converts the amount, so the figure on your statement can differ slightly from what you paid because exchange rates move. We do not control the exchange rate or any foreign transaction fee your bank charges.
5. What is refunded
| Reason | Item price | Original shipping charge | Return postage |
|---|---|---|---|
| Damaged, defective or misprinted | Refunded | Refunded (shipping is normally free) | Not needed, or covered by us |
| Wrong item sent | Refunded | Refunded | Covered by us |
| Lost parcel | Refunded | Refunded | Not applicable |
| Change of mind | Refunded | Shipping is free, so nothing is deducted | Paid by you |
| Cancellation before printing | Refunded | Refunded | Not applicable |
Because shipping to the United States, Canada, Australia and New Zealand is free, almost every refund equals the amount you paid for the item, plus any tax that was charged on it. We never charge restocking fees and never deduct a “processing” amount from a refund.
6. Partial refunds
A refund is partial only in these situations, and we always explain the amount by email before we issue it:
- Part of an order is returned: if you ordered four tournament shirts and return one, we refund that one shirt.
- Discounts applied to the whole order: if a percentage discount was spread across several items, the refund for one item is the discounted price you actually paid for it.
- A change-of-mind return arrives worn, washed or damaged by use: we contact you with photos first and discuss the options; any reduction reflects only the condition, and you can choose to have the item sent back to you instead.
- Import charges after a refused delivery: if a parcel to Canada, Australia or New Zealand is refused because of import charges and comes back to us, we refund the item price once it arrives; charges imposed by the destination country are not something we can recover.
7. Refunds for personalized items
Personalized shirts and gifts are printed with a name, crew name, boat name or date for you alone. If we printed something different from what you entered, it is our mistake: you get a free reprint or a full refund, and you do not need to send anything back. If the text was printed exactly as entered, including a typo in the original order, a refund is still available within 60 days as a change-of-mind return: the item price is refunded once the item is back with us, and you cover the return postage. Before you contact us about a typo, check your order confirmation email; it shows the exact text you entered.
8. Refunds instead of replacements
When something goes wrong on our side, you choose between a replacement and a refund. Many customers prefer a reprint, especially when a shirt is needed for a specific trip. If the date has passed or time is too short for a reprint to arrive, a refund is often the better choice, and you can tell us so in your first email. If you first accept a replacement and it then arrives damaged as well, you can still switch to a full refund.
9. Payment disputes and chargebacks
If something is wrong with an order, please contact us before you open a dispute with your bank or payment provider. We can almost always resolve the problem faster than a dispute, which can take several weeks. If you have already opened a dispute, tell us, and we will work with the payment provider to settle it. To avoid a double refund, we cannot issue a separate refund while a dispute about the same order is open.
10. Refunds for gifts and orders paid by someone else
A refund always goes to the person and payment method that paid for the order. If a friend bought you a fishing shirt and you return it for a refund, the money goes back to your friend’s payment method, not to you. If you would rather keep the gift a secret, ask for an exchange instead: we print a different size, colour or style and ship it to you, and the buyer is not refunded or notified about money. When a gift recipient contacts us, we may need the buyer’s name or the order number to find the order, and we email the buyer when a refund is issued so that the charge and the refund make sense on their statement.
11. Tax on refunded orders
If sales tax or another tax was charged on your order at checkout, the tax on the refunded items is refunded together with the item price. Import duties, GST or HST collected by a carrier or customs office when a parcel enters Canada, Australia or New Zealand are collected by those authorities, not by us. In some countries you can apply to the customs authority or the carrier for a refund of those charges when goods are returned, and we are happy to provide a written confirmation of the return and refund to support your claim.
12. Keeping records
Every approved refund is confirmed by email with the order number, the items refunded, the amount and the date. Keep that email until the money appears on your statement. If you contact your bank about a refund, the confirmation email and the refund reference we can provide on request are usually all they need. We keep refund records together with the order records, as explained in our Privacy Policy.
13. Examples
- Father’s Day tee to Canada arrived torn in the mailer: photos approved the same day, full refund received on the card within 7 calendar days, no return needed.
- Hoodie returned because it was not worn: it arrives back, is inspected within 2 business days, approved, and the full item price is refunded within 7 calendar days of approval; the return postage was paid by the customer.
- Parcel to New Zealand stuck for weeks: after 7 business days with no tracking update the customer contacts us, the carrier investigation runs for 5 business days without result, and the customer chooses a refund instead of a reprint.
14. Contact us about a refund
Email [email protected] or submit a ticket with your order number, and we reply within 1 business day. For the return process itself, see the Returns & Exchanges Policy; for delivery problems, see Shipping & Delivery; and for quick answers, see our FAQs.