Refund Policy


REPLACEMENTS & REFUNDS

We will either replace or refund for damaged or lost items. We do not accept returns nor will we reimburse you for any return shipping costs incurred by you or your customers for damaged products or incorrect shipping addresses. 

What we need to make a replacement or refund an order:

  • Please provide the customer name and email.

  • Please provide the order number

  • Any information the customer has provided to you about the issue over email

  • Please provide a picture of the wrong/damaged item.

PRODUCT EXCHANGES

Any returns due to size issues or second thoughts are entirely up to you and how you would like to handle them with your customers, we don't offer exchanges or refunds in those situations.

PRODUCT ISSUE

If the manufacturer sent out the wrong product, wrong size, or bad graphic, send a support ticket with a picture of what the customer received for quality control purposes and we will offer a refund or replacement once the issue is deemed the manufacturer's fault or our fault.

US customers have up to 30 days after the shipped date and international customers have up to 60 days after the shipped date to request a refund or rework for damaged or missing items in an order.

Order Cancellations

Whoops! We’ve all been there. Your customer wants to change how many items they are ordering, update a size, or cancel the order all together. No worries, as long as your order has not been sent to the manufacturer, we have you covered. Once your payment method has been charged for the order in the Quadra app it will be placed in a processing status. Then the order will be sent to the manufacturer for production and can no longer be canceled.

If your order has not been sent to the manufacturer, please send us a support ticket in the Quadra app about the issue and one of our support staff may be able to cancel the order for you. If the order is able to be canceled then the order can be resubmitted by placing a new order in your Shopify store.

If you need to update the shipping on an order please send us a support ticket in the Quadra app. As long as the order has not been shipped we will be more than willing to update the shipping information on the order.

It is important that you act swiftly however, because our manufacturer's do not allow us to change or cancel an order once it has been placed with them.

If for some reason the order shows as in production, feel free to contact support in the Quadra app and we will do our best to help you take care of it.

INCORRECT SHIPPING ADDRESSES

If we receive an order back for an incorrect shipping address you will be charged for reshipping the order to your customer. If we do not receive an order back for an incorrect shipping address or an old address a new manual order will be required. We don't refund orders that are shipped back to us for incorrect shipping addresses. 

OLD ADDRESSES

If an order is lost due to a bad or old address we will not refund the order. You will need to create a new order for your customer and new product and shipping charges will apply.

NO TRACKING OR NO MOVEMENT

 We will either replace or refund.

 If a package does not show any movement or becomes lost in transit and is past the allotted time for delivery by 3 business days, We will send a new package - at our cost - to the customer, or refund the order. We may ask you to check with your customer to verify the shipping address or supply us with a new shipping address.