Refund policy

Refund Policy (Canada)
Last updated: June 2026

For any return, refund, or order-related concerns, please contact: support@thetwozero.com

Please include:

  • Order number
  • Description of the issue
  • Photos or videos (if applicable)

At The Two Zero, we take pride in creating high-quality apparel and accessories. If you experience an issue with your order, we're committed to working with you to find a fair resolution.

Made-to-Order Products

All products sold by The Two Zero are made to order specifically for each customer. Because each item is produced after an order is placed, we do not accept returns, exchanges, or refunds for change-of-mind purchases, buyer's remorse, or products that were manufactured correctly according to the order submitted.

Return & Refund Request Timeframe

Customers may request a return or refund within 30 days of delivery.

For issues related to:

  • Misprinted items
  • Damaged products
  • Defective items
  • Lost packages

Claims should be submitted within 7 days of delivery to facilitate timely investigation and resolution.

Return Process

All requests are subject to review and approval before any resolution is issued.

Once approved, The Two Zero will provide return instructions and the return address.

Important conditions:

  • Returns without prior authorization may not be accepted
  • Unauthorized returns will not be processed
  • All claims are subject to verification before resolution

Please allow up to 14 business days for review and investigation. Complex cases may require additional time.

Return Shipping Responsibility

Customers are responsible for all return shipping costs.

The Two Zero does not provide prepaid return labels, Freight-to-Collect (FTC) services, or reimbursement for return shipping costs, except where a manufacturing defect or fulfillment error has been verified.

All returns must be shipped using a trackable shipping method. The Two Zero is not responsible for items lost in transit during return shipment.

Refunds

If a refund is approved:

  • Refunds will be issued to the original payment method used for purchase
  • Refunds will be processed in the original currency
  • Processing times may vary depending on the payment provider or financial institution

Shipping charges are non-refundable unless the return is due to a verified error by The Two Zero.

Exchanges & Replacements

If an item is confirmed to be defective, incorrectly manufactured, or incorrectly fulfilled, The Two Zero may, after consulting the fulfillment partner, at its sole discretion, offer

  • A replacement item
  • An exchange for the same item
  • Store credit
  • A refund

Where a replacement is issued due to a verified issue, The Two Zero may cover the cost of reshipping the replacement item. No other shipping costs are covered.

All resolutions are determined on a case-by-case basis following investigation.

Non-Returnable Items

The following items are not eligible for return, refund, or exchange unless defective or incorrectly fulfilled:

  • Underwear
  • Swimwear
  • Pajamas
  • Socks
  • Face masks
  • Sample or promotional items
  • Final sale items (where applicable)
  • Items damaged due to misuse, improper care, or normal wear and tear
  • Correctly produced made-to-order items that the customer no longer wants

Customer Information & Order Accuracy

The Two Zero is not responsible for issues arising from incorrect or incomplete information provided by the customer, including:

  • Incorrect shipping addresses
  • Incorrect contact details
  • Customer-approved designs or artwork
  • Customer-requested modifications after production has begun

No refunds, replacements, or compensation will be issued in such cases.

Order Cancellations

Orders may only be cancelled for a full refund if production has not yet started.

Once production has begun, cancellation requests may not be eligible for refund.

Lost Packages

For packages confirmed as lost in transit, claims must be submitted within 7 days after the estimated delivery date.

The Two Zero will investigate the matter with the shipping carrier and fulfillment partner before determining an appropriate resolution.

Right to Refuse Claims

The Two Zero reserves the right to:

  • refuse any return, refund, replacement, or exchange request
  • require supporting evidence before approval
  • determine eligibility based on investigation findings

All decisions are made at the sole discretion of The Two Zero, in consultation with its fulfillment partners.