Refund Policy

We stand behind the quality of every print we ship. If something goes wrong on our end, we will make it right — quickly and without friction. This policy explains exactly when refunds and replacements apply, and how to request them.

Because TraceAndTale products are custom-made — assembled from the unique drawings of your contributors and printed specifically for your order — we follow the guidelines applicable to personalized goods under US consumer protection law. Refunds are not available for change-of-mind once production begins.

Full refund available: You may cancel your campaign and receive a full refund at any time before artwork assembly begins. “Assembly” means our team has started compositing your contributors' drawings into the final layout.

In practice, assembly begins within 1–2 business days after your campaign deadline. To cancel before assembly, email us at hello@traceandtale.com as soon as possible with your campaign ID and “Cancellation Request” in the subject line.

Refunds for pre-production cancellations are processed within 5–10 business days and returned to your original payment method.

Once assembly or printing has started, no refund is available, except as described in Sections 4 and 5 below. This applies even if:

• You change your mind about the product
• Fewer contributors submitted than expected
• The recipient already knows about the gift
• You selected the wrong shipping address (though we will attempt to intercept — contact us immediately)

This policy is consistent with US consumer protection guidelines for customized and personalized goods, which are generally non-returnable due to the bespoke nature of the product.

Before placing your order, we give you the opportunity to review the assembled artwork and approve it before anything goes to print. Please review carefully — once you click “Approve,” the order enters print production immediately.

If your order arrives damaged, defective, or with a print quality issue attributable to our production process, we will replace it at no cost to you or issue a full refund — your choice.

To qualify:

• Email hello@traceandtale.com within 14 days of the delivery date shown by the carrier
• Include your order ID and clear photos showing the damage or defect
• Describe the issue briefly

We will respond within 2 business days with a resolution. Replacements ship within 3–5 business days of approval. You do not need to return the damaged item.

What qualifies: physical damage (broken frame, torn print, dented tube), print defects (color banding, blurring, incorrect cropping attributable to our process), items damaged in transit.

What does not qualify: minor color variations inherent to print processes, drawing quality (we reproduce exactly what contributors submitted), or damage caused after delivery (dropping, moisture, etc.).

If you receive the wrong product (wrong size, wrong format), we will send the correct item at no cost and arrange collection of the incorrect item, or issue a full refund — your choice.

Contact us within 14 days of delivery with your order ID and a description of what you received.

If your shipment is confirmed lost by the carrier (tracking shows no movement for 10 or more business days and the carrier confirms the loss), we will reship your order at no cost or issue a full refund — your choice.

If tracking shows the shipment as delivered but you did not receive it, please first: (a) check with neighbors and building management; (b) contact the carrier directly with the tracking number. If the issue is not resolved within 5 business days, contact us at hello@traceandtale.com and we will investigate with the carrier.

Contributions submitted by group members in a group-funded campaign are processed individually. In the event of a pre-production cancellation:

• Individual contributor payments are refunded to their original payment method
• Stripe processing fees (2.9% + $0.30 per transaction) are non-recoverable and may be deducted from refunded amounts
• Platform credits awarded to contributors from optional chip-ins are non-refundable

Once a campaign has closed and production has begun, group contributions are non-refundable, consistent with the personalized goods policy in Section 3.

Platform credits (issued when contributors chip in on an organizer-funded campaign) are non-refundable and have no cash value. Credits expire after 12 consecutive months of account inactivity. Credits may not be transferred between accounts.

We ask that you contact us at hello@traceandtale.com before initiating a chargeback or payment dispute with your bank or card issuer. We resolve legitimate issues quickly — usually within 2 business days — and a chargeback delays the resolution while creating additional costs for both parties.

Fraudulent chargebacks (filed for orders where the product was delivered as described) may result in account suspension and referral for fraud investigation.

Email us at hello@traceandtale.com with:

• Subject line: "Refund Request" or "Replacement Request"
• Your order ID (found in your confirmation email or dashboard)
• A brief description of the issue
• Photos if the product is damaged or defective

We aim to respond within 2 business days. Approved refunds are processed within 5–10 business days and returned to your original payment method. Replacements ship within 3–5 business days.

Still have questions? Read our FAQ or contact us.