Returns & Exchanges

The short version

• •There are no returns for a refund. Every piece we sell is embroidered with the number your birthdate produces. It is made for one person and cannot be sold to anyone else. That covers the whole catalog, not a corner of it.
• •If we got it wrong, we fix it free. Wrong number stitched, wrong size in the box against what you ordered, or a defective garment: we remake it at our cost, we pay the shipping both directions, and you have 30 days to tell us. Prefer your money back instead? Say so and you get it.
• •If you got the size wrong, you can exchange it. One size swap per item, requested within 14 days of delivery. Your replacement is a brand new garment, so an exchange is not free. See Size exchanges.
• •A wrong birthdate is not a defect. We stitch the number the birthdate on your order produces, and your cart shows you that number before you pay. See If you entered the wrong birthdate.
• •Two hours to cancel, at no cost. Catch a mistake before production starts and you get a full refund, no fee, no argument.

Everything below is the detail behind those five lines. If your situation is not covered here, email [email protected] and we will sort it out.

Why there are no returns

Every numr8logy garment is made to order and embroidered with a Life Path Number worked out from a birthdate you gave us, plus a Lucky Number if you asked for one. There is no plain version, no unnumbered version, and no logo-only version. Personalization is not an upgrade you can decline here, it is the product.

That is the entire reason for this policy. A returned piece has one specific person's number stitched into it. We cannot put it back on a shelf, send it to the next customer, or count it as stock. It is that person's garment, permanently, and thread does not come out.

So we say the honest thing instead of the comfortable thing: no returns for a refund, a free remake whenever the mistake is ours, and a paid remake when the mistake is yours. What this policy does not do is use personalization as cover for bad work. If we stitched it wrong, that is on us, and the next section is the most generous part of this document on purpose.

Production is ours, in-house in Long Island, New York, not a third-party print shop we can blame. That is why we can promise a remake and mean it.

When we get it wrong: free remake

Three things are our error and we treat them as ours without argument: the wrong number is on the piece, the size in the box is not the size on your order, or the garment is defective.

Report it within 30 days of delivery with two photos, one of the whole garment and one close-up of the problem. We make the piece again and ship it to you. You pay nothing: not for the replacement, not for its shipping, not for return shipping. In most cases we will not ask you to send the original back at all, because we cannot resell it either and posting it to us only costs you an afternoon.

If you would rather have your money back than a second attempt, say so and we refund the order in full, including what you paid for shipping. That choice is yours, not ours, and you do not have to accept a remake to be made whole.

Specifically, all of these are on us:

• •The stitched number does not match the number shown on your cart and your order confirmation.
• •The size on the garment label is not the size on your order.
• •Stitching pulls, puckers, or frays under normal wear and the care instructions.
• •A seam fails, the fabric is flawed, or the piece arrives damaged.
• •The wrong item entirely.

Not defects, and worth saying plainly so nobody is surprised: normal wear over years, damage from washing against the care instructions, alterations you made, and stitch placement within about half an inch of where it sits on the sample. Cut-and-sew apparel carries a manufacturing tolerance and embroidery carries a registration range. The size guide states the tolerance and the FAQ has the care instructions.

If you entered the wrong birthdate

This will happen to somebody, so here is the answer before it does. We stitch the number your birthdate produces. If the birthdate on the order was wrong, the number on the garment is still correct for the date we were given, and the piece is not defective.

We hold that line for one reason: we show you the number before you take your card out. The exact figure that goes on the garment is displayed on your cart, in its own bordered block, on the last screen before payment. It is not fine print and it is not buried in an email you might not open. Checking it takes two seconds, and it is the only chance anybody gets.

Once production has started, a wrong birthdate is handled the same way as a wrong size ordered: we will make you the correct piece at the remake price in the next section. We are not going to pretend that costs us nothing, and we are not going to pretend it was our mistake.

Size exchanges

One size swap per item, requested within 14 days of delivery. Email us with your order number and the size you want instead. The piece must be unworn beyond trying it on and unwashed, since a wash cycle changes the fabric permanently and tells us the piece has been used rather than tried.

Here is the part most stores leave out, because it explains the price. An exchange on an ordinary shirt is a swap: the store takes one back, shelves it, sends you another, and nothing is lost. An exchange here is not that. The piece you already have carries your number and can never be sold to anyone. So a size swap is not a swap at all, it is a second garment, made from scratch, on top of a first garment that is now worth nothing. Two garments, two production runs, one sale.

That is why a size exchange costs SIZE EXCHANGE REMAKE FEE, recommended: 50% of item price plus shipping, and why we are not going to call it free. It is also why we would much rather you got the size right the first time. The size guide carries real measurements taken from the actual blanks we sew, and if you email us the size you wear in a brand you already own we will give you a straight recommendation before you buy. We answer sizing questions a lot faster than we build replacement garments.

We start your replacement as soon as the exchange is approved and it enters the normal production queue, so expect the same production and transit time as a new order. If the size you want does not exist in that style, we will tell you before charging anything.

When you do get a refund

No returns does not mean no refunds. Money goes back to you in every one of these cases:

• •You cancel within 2 hours, before production starts. Refunded in full.
• •We cancel your order, cannot source the blank, or cannot produce the piece. Refunded in full.
• •We made it wrong and you would rather have the money than a remake. Refunded in full, including shipping.
• •The carrier loses it and a trace fails. We remake it free or refund you, your choice. See the shipping policy.
• •The law requires it. Nothing in this document overrides your rights under state or federal consumer protection law.

Refunds are issued to the original payment method through Square, our payment processor. We cannot refund to a different card, a different person, or as cash.

We email you when the refund is submitted. The last leg is your bank's clock, not ours. If ten business days pass after our confirmation email and you still see nothing, contact your bank first, then forward us what they tell you and we will chase it with the processor.

Taxes are always refunded in proportion to the refunded merchandise. Original shipping is refunded whenever the fault is ours.

How to start a claim or an exchange

1. 1Email [email protected] with your order number in the subject line, or use the contact form and pick Exchanges as the topic.
2. 2Tell us which item and what happened. Wrong number, wrong size shipped, or a defect? Attach two photos: one of the full garment and one close-up of the problem. Want a different size? Just tell us which one.
3. 3We reply within 1 business day on business days with a decision, not a queue position.
4. 4If it is our error, your remake goes into production immediately and you pay nothing. If it is a size exchange, we confirm the cost first and only charge once you say yes.
5. 5You get a tracking number when the new piece ships, the same as any order.

Gifts and holiday orders

A gift recipient has exactly the same rights the purchaser does, so a badly sized present is not stuck. Contact us with the order number from the gift note and we will deal with you directly rather than making you go back through whoever bought it.

Orders placed between November 1 and December 24 have their 14 day exchange window extended through January 15 of the following year, because a present opened on the 25th should not arrive with the window already closed.

Cancellations and address changes

Cancellation is the one moment where a mistake costs nobody anything, so it is worth knowing the window. Cancellations are guaranteed within 2 hours of placing the order. Email [email protected] with your order number and the word "Cancel" in the subject and you get a full refund.

After two hours we will still try, and if the piece has not gone to the embroidery machine we can usually catch it. Once thread is in the fabric there is no undo, which is why the window is short and why we do not stretch it.

Address changes work the same way: the sooner you tell us, the better. Once a package has a tracking number the carrier controls it and we cannot reroute it.

Refused and undeliverable packages

If a package is refused at the door or comes back to us as undeliverable, the garment inside still has your number on it and still cannot be sold to anyone. We hold it for 30 days. Send us a working address in that time and we will reship it; you cover the new postage, since the first attempt was paid for and used.

A refused or undeliverable order is not refunded, because the piece was made to order and there is no stock to recover. Tell us within those 30 days and you keep the garment you paid for.

Undeliverable almost always means an incomplete address, so check your apartment, suite, or unit number at checkout. It is the single most common way an order goes wrong.

Before you file a chargeback

Please email us first. A chargeback locks the order into a bank process that takes 60 to 90 days, and it takes away our ability to just fix the problem. If we stitched the wrong number on your garment we will remake it this week; a dispute turns that into a paperwork exercise for both of us. [email protected] reaches a person, not a queue.

If you do not recognize a charge, check the descriptor on your statement before disputing it, then contact us and we will identify the order for you.

How to reach a human

Questions about this policy go to [email protected]. We answer within 1 business day on business days. You can also use the contact form.

Email

[email protected]

Phone

SUPPORT PHONE NUMBER

Mail

BUSINESS MAILING ADDRESS