Please read this carefully before contacting customer support about your order.
PLEASE BE PATIENT AS ALL ITEMS ARE ON PRE-ORDER. AUTOGRAPHED JERSEYS WILL SHIP IN 12-14 WEEKS. NON-AUTOGRAPHED JERSEYS WILL SHIP IN 9-11 WEEKS.
If you believe you have received the wrong item or your item arrived damaged, please send the following information to our customer service team:
- Full name
- Order number
- Photo(s) of damage/wrong item
- Brief explanation of mistake
We are only able to process a refund or exchange for damaged and/or incorrect items within 14 days from the date the order was delivered (please be sure to review the appropriate sizing charts for merchandise before purchasing). We are not responsible for damages to any merchandise once the item has been worn, used, or washed. Upon receiving photos of your damaged or wrong item, we will issue a return label to you via email. Once the affected item is confirmed back at our warehouse, we’ll ship you a replacement. Shipping fees are only covered for products that are damaged or shipped incorrectly. Please reach out to our customer service team as soon as possible so we can resolve your issue promptly!
We allow returns and exchanges only for damaged/incorrect items. For this reason, please review the appropriate sizing chart before purchasing merchandise. If you would like to exchange for a different size even after receiving the correct order, you must ship back the item to us to receive a refund, then re-purchase your desired size. Return shipping in this situation must be paid by the customer. Please send all inquiries to support@onetreehill.
In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days when issued to a credit card. Refunds issued to a bank account or pin-less debit typically can take anywhere from 3-7 business business days to reflect on the account balance. This time frame may vary from one financial institution to another.