Returns & Refund Policy

Returns & Refund Policy for Thanks Truly

At Thanks Truly, each gifting experience is thoughtfully prepared with care and intention. Because many of our products include personalized elements and curated items, our return and refund policies differ from those of traditional retailers.

Please review the following policy before placing an order.

Personalized and Custom Orders

Due to the personalized nature of our products, all custom and personalized orders are final sale.

This includes, but is not limited to:

  • Personalized messages or notes

  • Custom gifting experiences

  • Corporate gifting projects

  • Custom artwork requests

  • Custom packaging or branding

  • Bulk orders created specifically for a customer

We are unable to accept returns or offer refunds for these items unless the product arrives damaged or an error was made by Thanks Truly.

Non-Personalized Products

Non-personalized products may be eligible for return within 14 days of delivery.

To qualify for a return:

  • Items must be unused and in their original condition.

  • Items must be returned in their original packaging.

  • Proof of purchase must be provided.

Customers are responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging

Upon review, we may offer:

  • A replacement product

  • A store credit

  • A refund at our discretion

Lost or Delayed Shipments

Once an order has been transferred to the shipping carrier, delivery timelines are outside of our direct control.

If a package is lost in transit, please contact us and we will work with the carrier to investigate the issue.

Refunds for lost shipments will be evaluated on a case-by-case basis.

We are not responsible for delays caused by:

  • Weather

  • Carrier disruptions

  • Incorrect shipping information provided by the customer

  • Circumstances beyond our reasonable control

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information.

If an order is returned due to an incorrect or incomplete address, additional shipping charges may apply before the order can be resent.

Order Cancellations

Orders may be canceled within 24 hours of purchase, provided production or fulfillment has not yet begun.

Once an order has entered production, personalization, or fulfillment, it cannot be canceled.

For custom corporate or bulk orders, cancellation requests will be reviewed individually and may be subject to fees for work already completed.

Refund Processing

Approved refunds will be issued to the original payment method used for purchase.

Please allow 5–10 business days for the refund to appear on your account, depending on your financial institution.

Original shipping charges are non-refundable unless the refund results from an error made by Thanks Truly.

Contact Us

If you have questions regarding a return, replacement, or refund request, please contact:

Thanks Truly
Email: hello@thankstruly.com
Website: thankstruly.com