Refund policy
Return & Refund Policy
Last updated: August 31, 2026
At freq13, each item is created especially for you. Because many of our products are printed or produced on demand, our return policy differs from that of a traditional retail store.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, misprinted, or you receive an incorrect item, please contact us within 30 days of receiving your order.
Please include:
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Your name and order number
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A description of the issue
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Clear photos showing the item and the problem
Once the issue is verified, we will arrange an appropriate replacement or refund at no additional cost to you.
Made-to-Order Products
Most freq13 products are made specifically after an order is placed. Because of this, we generally cannot accept returns or exchanges for:
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Ordering the incorrect size
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Choosing the incorrect color or product
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Changes of mind after the product has entered production
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Preference-related reasons unrelated to a product defect or fulfillment error
Please review product descriptions, sizing information, colors, and order details carefully before completing your purchase.
Exchanges
Because our products are made to order, we do not offer traditional size or color exchanges unless the product received is incorrect or defective.
If we made an error with your order, please contact us and we will work to make it right.
Refunds
When a refund is approved, it will be issued to the original payment method.
Processing times after a refund is issued depend on your bank or payment provider.
Shipping charges may not be refundable unless the refund results from a damaged, defective, incorrect, or otherwise improperly fulfilled order.
Lost Packages
If your tracking information indicates that your package may have been lost in transit, please contact us as soon as possible so we can review the shipment and determine the appropriate resolution.
If tracking shows a package as delivered but you cannot locate it, please first check the delivery area and with household members, neighbors, or the carrier. You may then contact us so we can assist with the available next steps.
Order Changes and Cancellations
Because made-to-order products can enter production quickly, order changes or cancellations are not guaranteed after an order has been submitted.
If you need to request a change, contact us as quickly as possible. If production has not begun, we will make every reasonable effort to accommodate the request.
How to Contact Us
For return, refund, replacement, or order-related questions, contact:
Please include your order number so we can assist you efficiently.
Our Commitment
We want you to receive a product that matches what you ordered and meets our quality standards. If there is a manufacturing, printing, or fulfillment problem with your order, please reach out so we can work toward an appropriate resolution.