Refund policy

1. Return/Exchange Window:
We will accept returns and exchanges within 30 days of the original order date.

2. Return Shipping Costs:
Customers will be responsible for return shipping costs unless the return is due to an error on our end (wrong item, damaged, etc.). We will not be providing prepaid return labels at this time.

3. Condition of Returned Items:
We will only accept returns or exchanges for items that are unworn, unwashed, unused, and in their original packaging. Items returned in any other condition will not be eligible for refund or exchange.

4. International Shipping:
Yes, we would like to offer international shipping. However, we understand you cannot generate return labels for international orders. For now, international customers will be responsible for return shipping if they wish to return or exchange an item. We will clearly state this in our policy.

5. Contact for Apparel Returns/Exchanges:
Please use customerservice@ninelineapparel.com for all apparel-related returns and exchanges.

6. Non-Apparel Inquiries Contact:
Please forward all non-apparel customer inquiries to admin@theresilientshow.com.

7. Disgruntled Customers:
If it’s a minor issue and offering a good-faith gift card (up to $15) could help de-escalate, feel free to proceed at your discretion. For larger issues or repeat complaints, please escalate to us at admin@theresilientshow.com. You can also 'BCC me directly (tiffani@theresilientshow.com) at your discretion if you feel it's a critical issue.

8. Return Deadline After Approval:
Yes, once a return or exchange request is approved, customers must ship the item back within 14 days for the return to be processed.

9. Vendor Fulfillment Errors:
Understood and appreciated—thanks for covering the cost of any fulfillment mistakes.

10. Shipping Time Expectations:
We will include the following note on our website and order confirmations:

“Please allow 4–9 business days for your order to be processed and shipped. Delivery typically takes an additional 4–5 business days depending on your location. You’ll receive a tracking number as soon as your order ships.”