Refund policy

Last updated: September 13, 2026

Items described as “Made especially for you when you order” are produced after your order is placed. These items cannot be returned or exchanged for a change of mind or an incorrectly selected size, color, or product. Please review product details, size guides, colors, quantities, and your shipping address carefully before completing checkout.

This final-sale policy does not limit your rights when an order arrives damaged, defective, misprinted, incorrect, incomplete, or is confirmed lost in transit.

Damaged, defective, misprinted, or incorrect items

If your order arrives damaged, defective, misprinted, or different from what you ordered, contact us at hello@hookedandtrying.com within 30 days of delivery. Please include:

  • Your order number
  • A description of the problem
  • Clear photographs showing the entire item and the affected area
  • For multiple affected items, one photograph showing all affected items together when possible

After we verify the issue, you may choose either a replacement at no additional cost or a refund to your original payment method. We may request additional photographs or information needed to investigate the claim with our fulfillment provider.

Lost or missing packages

If tracking has not shown delivery and your package appears lost, contact us within 30 days of the estimated delivery date. If the shipment is confirmed lost, you may choose a replacement or refund.

If tracking says “delivered” but you cannot find the package, first check the delivery location, household members, neighbors, building management, and the carrier. Contact us promptly and we will help investigate. A delivered tracking scan does not automatically qualify for a replacement or refund, but we will review the circumstances fairly.

Wrong size, color, product selection, or change of mind

For items described as “Made especially for you when you order,” we do not accept returns, exchanges, or refunds when the customer selected the wrong size, color, product, or quantity, or no longer wants the item. Product measurements and size guides are provided to help you choose. If you have a sizing question before ordering, email us and we will gladly help.

Order changes and cancellations

Change or cancellation requests must be emailed to hello@hookedandtrying.com within one hour of purchase. We will make a reasonable effort to help, but cancellation or changes are not guaranteed. Once production begins, a made-to-order product cannot ordinarily be changed or canceled.

If we successfully cancel an order before production begins, the refund will be issued to the original payment method. Canceling an order in Shopify and canceling production are separate steps, so please wait for our confirmation that the request was completed.

Shipping-address errors and returned packages

The customer is responsible for providing a complete and accurate delivery address. Contact us immediately if you notice an error. We may be able to update the address before shipment, but changes are not guaranteed after fulfillment begins and cannot be made after the package ships.

If an order is returned because the customer provided an incorrect or incomplete address, refused delivery, or failed to claim the package, the customer may be responsible for the cost of reshipping it. Returned packages must be claimed within 30 days of our notice; after that time, the fulfillment provider may donate or otherwise dispose of the item.

Do not send products back without authorization

Please contact us before mailing anything. For most verified damage, defect, or fulfillment-error claims, no physical return is required. Unauthorized returns may not be received, identified, or refunded. If a physical return is necessary, we will provide the applicable return-only address and instructions for that order. Do not mail returns to any address found online without our written instructions.

Refund timing

When a refund is approved, we will issue it to the original payment method. Shopify or your financial institution may require additional processing time before the credit appears. Processing times vary by bank and location. Original shipping charges are refunded only when the entire order is refunded because of our error, a verified fulfillment problem, or a qualifying lost shipment, unless applicable law requires otherwise.

If more than 10 business days have passed since we confirmed that a refund was issued, contact us at hello@hookedandtrying.com.

Other products and legal rights

If we later sell a product with different return terms, those terms will be clearly stated on the product page and will control for that item. Nothing in this policy excludes or restricts consumer rights that cannot legally be waived.

Contact

Questions or order problems: hello@hookedandtrying.com