Refund policy
At IronReel, each product is made to order. We want you to be satisfied with your purchase and will assist if your order arrives defective, incorrect, damaged, or is lost in transit.
Please read the following policy before submitting a claim.
Claim Period
Claims involving defective, damaged, incorrect, or missing products must be submitted within 30 calendar days of delivery.
If an order has not arrived, please contact us once the applicable delivery period described below has passed.
To submit a claim, email support@ironreelco.com with:
- Your order number;
- A description of the issue;
- Clear photos or videos showing the product and the problem; and
- Photos of the shipping label and packaging, when applicable.
Please keep the product and its original packaging until your claim has been resolved.
Defective, Damaged, or Incorrect Products
If your product arrives defective, damaged, misprinted, or different from what you ordered, we will offer either:
- A free replacement; or
- A refund for the affected item.
Clear photos or videos are required so we can confirm the issue. Depending on the claim, we may request photos of the entire product, the defect, its packaging, and the shipping label.
You do not need to return a verified defective, damaged, or incorrect item unless our support team specifically requests it. If a return is required because of our error, IronReel will cover the return shipping cost.
Normal variations in color caused by different screen settings or minor production differences are not considered defects.
Packages Confirmed Lost in Transit
If the tracking information confirms that a package has been lost in transit, IronReel will offer either:
- A replacement shipment at no additional cost; or
- A refund for the undelivered item.
Once the carrier’s tracking status clearly confirms the package as lost, no additional proof from the customer is required.
Orders Not Delivered Within 30 Days
If your order has not been delivered within 30 calendar days from the shipment date, please contact us.
After reviewing the tracking information, we will offer either:
- A replacement shipment at no additional cost; or
- A refund for the undelivered item.
This protection does not apply when delivery is prevented by an incorrect or incomplete address, the recipient’s failure to collect the package, unpaid customs charges, or other action or omission by the customer.
Tracking Shows “Delivered,” but the Package Is Missing
If tracking shows that your order was delivered but you cannot locate it, please:
- Check your mailbox, porch, garage, reception desk, mailroom, and other safe delivery locations.
- Ask household members, neighbors, or building staff whether they accepted the package.
- Contact USPS or the applicable local delivery carrier to request confirmation of the delivery status and location.
- Allow up to two business days, as some packages are marked as delivered shortly before they physically arrive.
Please send us the carrier’s response or case/reference number. We will then review the delivery status with USPS, the local carrier, or the delivery provider and determine the appropriate next step.
A “delivered” tracking status does not automatically qualify for a refund or replacement. Each case must first be investigated and confirmed with the carrier.
Sizing Issues Caused by Our Error
If you receive the wrong size or the product measurements do not reasonably match the size chart shown on the product page, we will send a replacement in the correct size at no additional cost.
To verify the issue, please provide:
- A clear photo of the product’s size label; and
- Clear photos showing the product laid flat and measured with a measuring tape.
A verified sizing-error replacement does not need to be returned unless our support team specifically requests it.
Customer-Selected Size Does Not Fit
Because our products are made to order, choosing the wrong size or deciding that the correctly produced size does not fit is not considered a product defect.
We may still offer a size exchange, subject to product availability. In this situation:
- The customer is responsible for return shipping;
- The product must be unworn, unwashed, unused, and in its original condition;
- The customer is responsible for securely packaging the return;
- The customer is responsible for the shipping cost of the replacement; and
- Any applicable production or exchange fee must be paid before the replacement is processed.
Contact us before returning anything. Returns sent without prior approval may not be accepted.
Original shipping fees are non-refundable for customer-requested size exchanges.
Items That Cannot Be Returned or Exchanged
We cannot accept returns or exchanges for:
- Worn, washed, used, altered, or damaged products;
- Products returned without prior authorization;
- Items damaged because of improper care;
- Incorrect sizes or addresses selected by the customer, except under the paid exchange process above;
- Personalized or customized products, unless defective or produced incorrectly; or
- Gift cards.
Return Instructions
Do not send products back to the address printed on the package without contacting us first. That address may belong to a production or fulfillment partner and may not accept returns.
If a return is approved, our support team will provide the correct return address and instructions. Customers should use a trackable shipping service, as IronReel is not responsible for unauthorized returns or packages lost during return shipping.
Refund Processing
Once a refund is approved, it will be issued to the original payment method.
Please allow 5–10 business days after approval for the refund to appear, depending on your bank or payment provider. Original shipping charges are non-refundable unless the order was defective, incorrect, damaged, or confirmed lost.
Replacements
Approved replacement products will require the standard production and shipping times stated in our Shipping Policy.
Once a replacement has been selected and entered into production, it generally cannot be changed to a refund.
Order Changes and Cancellations
Because products are made to order, requests to change or cancel an order must be submitted as soon as possible.
We cannot guarantee changes or cancellations once production has started. Orders that have entered production or already shipped cannot be canceled.
Contact Us
To request a refund, replacement, or size exchange, contact:
IronReelCo
1001 S Main St, Suite 600
Kalispell, MT 59901
United States
Email: support@ironreelco.com
Support hours: Monday–Saturday, 8:00 AM–5:00 PM