We want you to be happy with your Hognose Hub merchandise. This policy explains what happens when something goes wrong with an order.
Our merchandise is made to order (print-on-demand) and fulfilled by Printify. Because each item is produced individually when you order it, we handle refunds and replacements a little differently from a traditional store. Please read the details below.
Defective, misprinted, or damaged items
If your item arrives defective, misprinted, or damaged, we'll make it right at no cost to you. You can choose:
- A free replacement of the same item, or
- A full refund, if you'd prefer.
You do not need to ship the item back. In most cases we simply ask for a photo (see below) and send a replacement or issue the refund.
Wrong size or change of mind
Because each item is printed to order and cannot be restocked, we're unable to accept returns or offer refunds for the wrong size or a change of mind.
Please check the size guide before ordering. If you're unsure about sizing or which item to choose, email us at hello@hognosehub.com before you buy and we'll help you get it right.
Lost or undelivered orders
If tracking shows your order was not delivered, contact us and we'll help track it down. If an order is confirmed lost in transit, we'll send a free replacement.
Please allow a reasonable window for delivery before reporting an order as lost, as carrier tracking can lag behind actual movement.
Orders that never arrive due to an incorrect address
We ship to the address you provide at checkout. If a package is returned or lost because of an incorrect or incomplete address, we're not able to cover a free replacement — but contact us and we'll do what we can to help.
How to report a problem
Email hello@hognosehub.com within 30 days of delivery and include:
- Your order number
- A description of the problem
- A clear photo of the item (for defects, misprints, or damage)
The photo helps us confirm the issue and process your replacement or refund quickly. We'll respond and resolve it as fast as we can.
Refund timing
Approved refunds are issued to your original payment method through Shopify. Depending on your bank or card provider, it may take several business days for the refund to appear.
Digital memberships
This policy covers physical merchandise. Digital memberships and digital content are non-refundable, as described in our Terms of Service.