Refund policy

Made-to-order items

Each item is made specifically for the customer after an order is placed. Ferry does not accept returns or exchanges for selecting the wrong size or color, ordering the wrong item, or changing one’s mind. Review the size guide and confirm the product, color, size, quantity, and shipping address before ordering.

Damaged, defective, misprinted, or incorrect items

Contact hello@ferrymerch.com within 30 days after delivery. Include the order number, a description of the problem, and clear photos showing the full item and the issue. For a qualifying claim, Ferry will provide a replacement at no additional charge. If a replacement is unavailable or impractical, Ferry may issue a refund to the original payment method. You do not need to return the item unless Ferry provides specific return instructions.

Lost shipments

A shipment that has not arrived must be reported within 30 days after the estimated delivery date. Ferry will review tracking and pursue the available carrier or fulfillment-provider claim. If the shipment is confirmed lost, Ferry will replace the affected item or issue a refund.

Tracking marked delivered

If tracking shows “delivered” but the package cannot be found, first check the delivery area, household members, neighbors or building staff, and the carrier. Ferry will investigate reasonable available evidence. A replacement or refund in this situation is decided case by case and is not guaranteed.

Incorrect or incomplete addresses

Customers are responsible for supplying a complete and accurate delivery address. If an order is returned or cannot be delivered because of an address supplied incorrectly by the customer, Ferry may offer reshipment when possible, with the customer responsible for the actual reshipping cost. Refunds or free replacements are not guaranteed for customer-supplied address errors.

Order changes and cancellations

Orders enter production quickly. Contact hello@ferrymerch.com immediately to request a cancellation or address change. Ferry will make a reasonable effort to help only while the order can still be changed or canceled with the fulfillment provider. Changes and cancellations are not guaranteed. Once production begins, the item, size, color, artwork, quantity, and order generally cannot be changed or canceled. If Ferry successfully cancels an order before production begins, the canceled amount will be refunded to the original payment method.

Refund processing

Approved refunds are issued to the original payment method. Ferry will confirm when the refund has been submitted, but the customer’s bank or card provider controls when the credit appears. If Ferry requires a return for a qualifying fulfillment error, Ferry will provide return instructions and cover the authorized return shipping cost.

Legal rights

Nothing in this policy limits customer rights that cannot be waived under applicable law.

Support: hello@ferrymerch.com · (401) 206-5332. Email is the fastest support channel; the phone line is not monitored for live support.