Refund policy
Return & Refund Policy
At My Backroad, each product is made with care, and many of our items are personalized or made to order specifically for you. Because of this, we generally cannot accept returns or provide refunds for reasons unrelated to product defects, fulfillment errors, or shipping issues for which we are responsible.
Please review your order details, personalization, size, and shipping address carefully before completing your purchase.
Order Changes & Cancellations
Orders may be changed or cancelled within 2 hours of purchase.
After this period, your order may have entered production, and changes or cancellations can no longer be guaranteed.
If you need to request a change or cancellation, please contact us as soon as possible at support@mybackroad.com and include your order number.
Damaged or Defective Items
If your order arrives damaged, defective, or with a manufacturing issue, please contact us at support@mybackroad.com with:
- Your order number
- A description of the issue
- Clear photos of the item received and the affected area
After reviewing the information provided, we will work with you to determine the appropriate resolution, which may include a replacement or refund, depending on the circumstances.
Incorrect Items or Personalization Errors
If you receive the wrong product, or if the personalization on your item does not match the information you submitted with your order due to an error on our part, please contact us.
Once the issue has been verified, we will provide an appropriate resolution, which may include a replacement or refund.
Customer-Provided Information
Customers are responsible for reviewing all information submitted when placing an order, including:
- Names and personalized text
- Photos or images
- Sizes and product options
- Colors or variants
- Shipping addresses
If an item is produced correctly according to the information provided with the order, we generally cannot offer a replacement or refund for customer-submitted errors.
This includes incorrect personalization, incorrect size selection, or an incorrect shipping address provided during checkout.
Size Issues
Please review the applicable size information before ordering.
Because many of our products are made to order, we generally cannot provide a standard refund or replacement when the correct size ordered by the customer has been produced and delivered.
If you believe you received a size different from the size you ordered, please contact us so we can review the issue.
Change of Mind
Because personalized and made-to-order products are produced specifically for each customer, we generally cannot accept returns or issue refunds due to a change of mind after the order has entered production.
Lost Packages
If your package appears to be lost in transit, please contact us at support@mybackroad.com.
We will review the tracking information and, when appropriate, work with the shipping carrier to investigate the shipment.
If the package is confirmed lost, we will determine the appropriate resolution, which may include a replacement or refund, depending on the circumstances.
Tracking Shows Delivered but Package Was Not Received
If tracking shows that your package has been delivered but you cannot locate it, we recommend first:
- Checking around your property and delivery location
- Asking household members or neighbors who may have accepted the package
- Confirming that the shipping address on your order is correct
- Contacting the local carrier for additional delivery information
If you are still unable to locate the package, please contact us. We will review the tracking information and assist you with the next steps.
A "Delivered" tracking status does not automatically qualify an order for a refund; each case will be reviewed based on the available shipping information.
Returned to Sender
If a package is returned to us, we will review the reason for the return before determining the appropriate resolution.
If the package was returned due to an incorrect or incomplete address provided by the customer, additional shipping charges may apply if reshipment is available.
If the return was caused by an error on our part or an eligible carrier issue, we will work with you to provide an appropriate resolution.
Partial Shipments
Some orders containing multiple products may be shipped separately and may have different tracking numbers or delivery dates.
If you receive only part of your order, please check your shipping confirmation emails and tracking information for additional shipments.
If you are unable to locate the remaining tracking information, please contact us for assistance.
Color & Appearance
Please note that actual product colors may vary slightly from what appears on your screen due to differences in monitor settings, lighting, materials, and the production process.
Minor color variations that do not affect the overall design or functionality of the product are generally not considered defects.
If you believe there is a significant production or printing issue, please send us clear photos so our team can review the item.
How to Request Assistance
For any issue with your order, please contact:
Please include your order number, a brief explanation of the issue, and relevant photos when applicable. Providing complete information will help us review your request as quickly as possible.
Each request is reviewed individually based on the order details, product condition, tracking information, and circumstances of the case.
Our goal is to provide a fair and appropriate resolution while maintaining the quality and personalized nature of our products.
Thank you for choosing My Backroad.