Custom orders are only available for business clients and partners.
What is the refund/return policy for individual consumer purchased items?
If there is an issue with your order we will be happy to work with you to come to a solution. Since all of our items are handmade, there may be variations between or even within an order. Items are not returnable due to sizing issues. Since custom garments are printed and made-to-order, we cannot replace/remake garments that were not ordered in the correct size. Please choose the correct size by referring to our measurement charts.
Individual items are available (as priced) to both businesses and individual consumers.
- We will provide free sample packages, at our discretion, to select businesses.
- Purchased Items for individual consumers can be replace but cannot be refunded.
If there is an error with your order or if there are any changes you wish to make after your order has been placed, we require that you contact us within 8hrs of the order being placed or by the following business day if the order was placed over the weekend. In an effort to reduce the impact of returned products, we reserve the right to donate or recycle any returns or undelivered items at our sole discretion.
Any and all agreed returns from individual consumers are handled on a case by case basis.
In most cases, Be Sensitive Studio/ James Woody (artist) and/or manufacturing partners do not cover the shipping cost of a returned item.
Mutually agreed returns must be received within 10 days.
In order to resolve cases, we must be contacted within a reasonable amount of time from the product shipping date. For any issue regarding an order, we must be contacted with 10 days of the ship date for Canadian and US orders or within 15 days for international orders or we may not be able to help resolve the issue.
You may contact us via email with your pictures and comments.
Orders are refundable when:
- We are unable to produce part or all of your order due to a limitation of our manufacturing equipment.
- You request a change or cancellation to the order and the order has not started production.
If your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your account or original method of payment, within a 5 business days.
Tracking is available on all orders except flat rate Canadian shipments.
Some areas are still experiencing shipping disruptions due to covid-related delays and/or weather related issues.
Check the status updates of the carriers we work with using the links below.
– USPS: https://about.usps.com/newsroom/service-alerts/
– Canada Post: https://www.canadapost-postescanada.ca/cpc/en/our-company/news-and-media/service-alerts.page
– Fedex: https://www.fedex.com/en-us/service-alerts.html
– DHL: https://mydhl.express.dhl/ca/en/important-information.html
Need More Information?
Please refer to our Frequently Asked Questions (FAQs) or see our About Us page for additional information.