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CUSTOMER SERVICE
CREATED ON DEMAND: Everything in the store is “create on demand” after each order is placed. There is typically no premade inventory kept in stock for most items. We are a small family operation and due to order volume which fluctuates seasonally, production time for your order can vary between 2-10 days, then shipping times depending on the class of shipping you chose when you placed your order.
RETURN POLICY: If we didn’t get your order right, or there appears to be a problem with the design or product that can be traced to the manufacturing process, we are happy to fix it for you at no charge. We guarantee the quality of your order and will make every effort to make it right by you. Please contact us with photos of the item in question. Because we are a “create-on-demand” store, each item is uniquely created after you purchase it. Our apparel is made by a vendor who we partner with. Our vendor makes and ships out the apparel on our behalf. Since your order is made “on demand” after it was placed, no inventory of premade apparel is kept. We do not accept any returns for apparel, see refund policy. If the order shipping details were incorrect, or if the you ordered the wrong size or color, THOUGHTLIFE will not be held responsible and will not offer replacements or refunds. You are responsible for providing the correct information for your order.
INFORMED DELIVERY: USPS offers a program that provides better visibility on your mail through their Informed Delivery program. You can digitally preview your mail and manage your packages scheduled to arrive soon! Informed Delivery allows you to view greyscale images of the exterior, address side of letter-sized mail pieces and track packages in one convenient location. You can sign up for Informed Delivery here.
ORDERS “LOST IN TRANSIT” OR DAMAGED: We are happy to provide guidance for you to be reimbursed. We utilize USPS for the vast majority of our shipments. Their standard policy for “missing mail” can be found here. If your order was lost or damaged by USPS in transit to you, and you selected a mail class that came with insurance, you can file a claim for reimbursement using this link. We do not offer free replacements for orders damaged or lost shipments. USPS’s policy is to reimburse customers whose packages were lost in transit or damaged. After this reimbursement by USPS for damaging your product, we pray you will consider making a replacement order with us. Customers must contact us within 14 days of the delivery date regarding any problems with their orders. After 14 days post-delivery, we provide no refunds or exchanges.
ORDERS SENT TO THE WRONG ADDRESS: Orders that are shipped to the wrong address due to customers using an incorrect address at the time they placed their order, are not reimbursable and will not be replaced. Often many customers use autofill to place their orders and have found out later to have entered and incorrect address as we simply cannot replace all these orders for free. Please ensure before you place your order that you use the correct address. If one of our vendors ships an order to the wrong address even though you entered the correct address, we will make sure you are taken care of!
ORDERS OF THE WRONG SIZED APPAREL: If you placed an apparel order and ordered the wrong size, we are unable to provide exchanges or refunds. This is because all our apparel is made on demand for you after you placed your order. We do not keep premade apparel on hand, our apparel is made and shipped by a vendor who fulfills your order as placed by you.
ORDERS THAT SHOW “DELIVERED” BUT YOU DID NOT RECEIVE IT: If USPS shows your order has been delivered and you can’t find your order, we suggest looking in and around your delivery location or contacting your neighbors first. 99% of the customers who email us regarding a packaged that was “delivered” find their package within 24 hours. Please contact the postal carrier before contacting us.
INTERNATIONAL ORDERS: We do ship internationally. However please note taxes, custom duties and fees etc. are the sole responsibility of the customer. THOUGHTLIFE LLC does not reimburse customers for any fees they may incur or are imposed by their home nation due to ordering products from our website. Please consult your nation’s customs & duties entity(s) for more information on what you may be required to pay should your import an order from America.
SPLIT SHIPPING: Many of our products are manufactured by different vendors and as such, are shipped separately and will arrive separately. Due to this, second and third items that may be shipped from a single order are shipped using the lowest cost shipping option regardless of the shipping selected at checkout by the customer. This results in us not having to charge customers multiple shipping charges for each product’s original shipping location and keeps overall costs down for customers
REFUND POLICY: If you are not satisfied with your order because of a problem with the design or product that can be traced to the manufacturing process, we are happy to issue you a refund for value of the products you ordered minus 25% if the products have been shipped or if it is within 14 days since the apparel/item was delivered. Shipping and Handling charges associated with your initial order are not refundable.