Return & Refund Policy

At Thirteenth Floor, every product is made to order specifically for you through our trusted production partners. Because each item is custom-produced, we generally do not accept returns or exchanges due to ordering the wrong size, changing your mind, buyer’s remorse, or personal preference.

We encourage all customers to review product descriptions, sizing information, and shipping details carefully before placing an order.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect item, please contact us within 7 days of delivery.

To help us resolve the issue, please include:

* Your order number

* A description of the problem

* Clear photos of the product, packaging, shipping label, and any visible damage

Every claim is reviewed individually. We work directly with our production partners to verify the issue and determine the most appropriate resolution. Depending on the circumstances, we may provide a replacement, store credit, or refund.

Returns

Returns are not automatically accepted.

If we determine that a return is appropriate, we will provide return instructions before any item is shipped back. Items returned without prior authorization may be refused.

When requested, returned merchandise must be sent back in its original condition. Failure to follow return instructions may affect eligibility for a replacement or refund.

Refunds

Refunds are not guaranteed and are reviewed on a case-by-case basis.

Approved refunds will be issued to the original payment method after our review is complete. Processing times vary depending on your financial institution.

Production & Resolution Time

Because every item is produced on demand, replacement orders require new production before shipment.

Resolving claims may take additional time while we coordinate with our production and shipping partners. We appreciate your patience and will keep you informed throughout the process.

Shipping

Please verify that your shipping address is accurate before completing your purchase.

We are not responsible for orders delivered to an incorrect address provided during checkout.

Once an order has shipped, tracking information will be provided. If a package appears lost in transit or tracking has stopped updating, please contact us. We will work with the shipping carrier and our production partners to investigate the shipment and determine an appropriate resolution.

Print-on-Demand Products

Because our products are individually printed, slight variations in print placement, color, texture, and sizing may occur from one item to another. Colors may also appear differently depending on your monitor or mobile device settings. These normal variations are inherent to the printing process and are not considered manufacturing defects.

Sale Items

All sale, clearance, promotional, and limited-edition items are considered final sale unless they arrive damaged, defective, or incorrect.

Fraud Prevention

To protect both our customers and our business, every order is documented throughout production and shipping. Orders include shipment tracking and delivery confirmation when available. We reserve the right to investigate claims involving lost packages, delivery disputes, fraudulent activity, or abuse of our return policy before issuing a replacement or refund.

Questions

If you experience an issue with your order, please contact us through our Contact page. We believe in treating every customer fairly and will review each situation individually to determine the best resolution.