Return & Refund Policy

1. 30-Day Guarantee for Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged during transit, or significantly different from your order confirmation (e.g., wrong size sent, wrong design printed, severe color discrepancy, or defective stitching/fabric):

  • You are eligible for a free replacement or a full refund.

  • You have 30 calendar days from the date of carrier delivery to report the issue.

  • No return shipping required: In most verified cases, you will not be required to ship the defective product back to us.

How to Submit a Claim:

  1. Send an email to [email protected] with the subject line: Order Issue - [Your Order Number].

  2. Include:

    • Your full name and email address used at checkout.

    • A brief description of the defect or issue.

    • High-resolution, clear photos or a short video showing the defect, the garment label/size tag, and the shipping label on the package.

  3. Our customer service team will review your claim within 1–2 business days and issue a replacement or refund upon verification.

2. Order Modifications and Cancellations

Because our print-on-demand fulfillment process begins immediately upon order submission:

  • Cancellation & Edit Window: You may request address changes, size/color modifications, or complete order cancellations within 6 to 12 hours of placing your order.

  • After the Modification Window: Once your order enters production (printing, cutting, or embroidery queue), changes or cancellations are no longer possible.

3. Sizing and Buyer’s Remorse (Print-on-Demand Policy)

  • Custom Made-to-Order Nature: Because items are custom manufactured based on your specific selections, we cannot accept returns or offer refunds for customer remorse, accidental purchases, or ordering the incorrect size.

  • Size Charts: We provide detailed sizing charts on every product page (measurements in inches and centimeters). Please review these sizing guides carefully before completing your purchase.

  • Measurement Tolerance: In the textile and garment printing industry, a standard variation of up to 1 inch (2.54 cm) in garment dimensions or graphic placement is normal and not considered a defect.

4. Lost or Undelivered Packages

  • Incorrect Address Provided: Please ensure your shipping address is accurate and complete during checkout. Donatran Shop is not responsible for orders that are lost, misdelivered, or returned to sender due to incorrect, incomplete, or outdated address details provided by the customer. Re-shipment fees will apply if an updated delivery is requested.

  • Carrier Delays & Lost Items: If tracking indicates no updates or movement for 10 or more consecutive business days past the expected delivery date, please contact us at [email protected]. We will initiate a trace with the carrier and promptly issue a complimentary replacement.

5. Refund Processing Times

Once a refund is approved and issued by our support team:

  • Refunds are returned directly to the original payment method used at checkout (Credit Card, Debit Card, PayPal, etc.).

  • Processing Duration: It generally takes 3 to 7 business days for the credit to reflect in your bank or card statement, depending on your financial institution’s processing schedule.

  • Late or Missing Refunds: If you have not received your refund after 7 business days, first check your bank account or contact your credit card issuer. If you still have questions, please reach out to our team at [email protected].

6. Return Address & Unauthorized Returns

Please do not send packages back to the manufacturer, fulfillment center address listed on the parcel label, or our office without contacting us first. Unauthorized returns sent back without prior approval cannot be tracked and will not be eligible for a refund.

7. Contact Support

If you have questions, need assistance with an existing order, or wish to submit a warranty claim, our team is here to assist you:

  • Brand / Store: Donatran Shop

  • Website: https://donatranshop.com/

  • Customer Support Email: [email protected]

  • Business Address: 4042 Blue Crest Dr NE, East Wenatchee, WA 98802, USA

  • Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM (PST / EST)