FanGearHQ policies
Effective date: September 22, 2025
This policy applies to every purchase made through fangearhq.com and FanGearHQ organization stores. Contact FanGearHQ before attempting to return any item. Do not send products to a production facility or address shown on a shipping label unless FanGearHQ provides written instructions.
2.1 Production and Shipping Times
Every item is made to order for you, printed or stitched after you order, so nothing sits on a shelf. Most orders are made within 2–5 business days, then shipped. Delivery is usually 3–7 business days in Canada and a little longer elsewhere. Shipping is calculated at checkout.
Embroidered items may require additional production time when a design is used for the first time. The artwork must be prepared for stitching and may need adjustments before production begins. Delivery estimates may be extended while this process is completed.
Production and delivery times are estimates, not guaranteed dates. Shipping time begins after production is complete. Contact us if an order remains undelivered after the estimated delivery window.
2.2 Split Shipments and Tracking
Items may ship separately because of packaging requirements, product availability or different fulfilment locations. Each shipment may have its own tracking number. Tracking can take time to update after a shipping label is created.
2.3 Customs, Duties and Import Fees
Some items are fulfilled and shipped from outside the country where your order is being delivered, including orders delivered within Canada. Cross-border shipments may incur customs duties, import taxes, and carrier brokerage or clearance fees.
Where applicable, we display an estimate of these potential charges beside the shipping charge in your cart and at checkout for items expected to ship from outside your delivery country. This estimate is provided for information only and is not included in your order total or collected at checkout. Actual charges may differ from the estimate.
Unless checkout specifically states that duties and import fees are prepaid or included, these charges are the responsibility of the customer or shipment recipient if assessed. The carrier or customs authority determines the final amount and may require payment before or at delivery. Customs clearance may affect delivery times. Refusing or failing to claim a shipment because of these charges may result in additional reshipping costs.
2.4 Returns and Exchanges for Customer Preference
Because each product is made for the order, we do not accept returns, refunds or exchanges because the customer changed their mind, selected the wrong size or colour, or entered incorrect personalization. Check the size guide and measure a garment you already own before ordering. Personalised items, including names and numbers, cannot be returned because of incorrect personalization, so please check the spelling and numbers carefully before ordering.
2.5 Damaged, Defective, Misprinted or Incorrect Items
Contact service@fangearhq.com within 21 days after receiving an item that is damaged, defective, misprinted or materially different from what was ordered. Include:
- the order number and the email address used for the order;
- a clear description of the issue;
- clear photographs showing the entire item and the problem; and
- a single photograph showing all affected items when several items have the same issue.
We will replace items confirmed to be damaged, faulty or not what you ordered. You generally will not need to return a defective item unless we provide instructions.
2.6 Lost Packages
Report a package that appears lost no later than 21 days after its estimated delivery date. We will review tracking and may ask the carrier or fulfilment provider to investigate. If the shipment is confirmed lost and the claim is eligible, we will arrange a replacement or refund.
2.7 Tracking Shows Delivered
If tracking shows delivered but the package cannot be found, check the delivery location, household members, neighbours, building management and the carrier. Contact FanGearHQ promptly so we can review available options. A free replacement or refund is not guaranteed when carrier tracking confirms delivery.
2.8 Incorrect or Incomplete Address
Contact us immediately if the delivery address is wrong. We may be able to update it before shipment, but changes are not guaranteed once fulfilment begins. If an order is returned because the customer supplied an incorrect or incomplete address, the customer is responsible for reshipping costs.
2.9 Unclaimed, Refused or Returned-to-Sender Packages
A package may be returned because it was unclaimed, refused, not collected from a pickup location or not cleared through customs. Contact us promptly after receiving notice. Returned products are generally held for only 30 days after the return is processed. If reshipment is available, the customer is responsible for the new shipping charge unless the return resulted from our confirmed error or the carrier’s error.
2.10 Statutory Rights
This policy does not limit cancellation, refund, warranty or other rights that cannot be waived under applicable consumer-protection law.