Refund policy
RETURN AND REFUND POLICY
Last Updated: August 4, 2026
This policy applies to purchases made directly through Free the Sheep.
For a customer-friendly transition, we will also honor:
• The updated pre-order cancellation policy for currently unfulfilled pre-orders, regardless of the original purchase date; and
• The updated 30-day U.S. return and exchange window for otherwise eligible domestic orders that are still within 30 days of delivery as of August 4, 2026.
Shopify’s automated return and cancellation rules may not automatically apply to orders placed before the rules were updated. Customers with an earlier eligible order may contact us directly for assistance.
Nothing in this policy limits any rights or remedies that cannot legally be waived.
30-DAY U.S. RETURNS AND EXCHANGES
Customers whose orders are delivered within the United States may request an eligible return or exchange within 30 days after the final item in the order is delivered.
International orders are governed by the International Orders section below.
To qualify for a return or exchange:
• The request must be submitted within the applicable 30-day window.
• The product must be unworn, unwashed, unaltered, and in new or resalable condition.
• Original tags must remain attached.
• Original packaging should be included where reasonably possible.
• The product must not contain stains, odors, pet hair, damage, or other signs of use or wear.
• Proof of purchase may be required.
We may request photographs before approving a return or exchange.
Submitting a request does not automatically guarantee approval. Returned merchandise may be inspected before a return, exchange, store credit, or refund is completed.
Products sent to us without prior return authorization may not be accepted.
RETURN OPTIONS
For an eligible U.S. return, the customer may request:
• A refund to the original payment method;
• An exchange, subject to availability; or
• Store credit.
If the requested exchange product is unavailable, the customer may select another eligible product, receive store credit, or request a refund to the original payment method.
If the replacement product costs more, the customer must pay the difference before the replacement is sent.
If the replacement product costs less, the applicable difference will be refunded or issued as store credit, depending on the agreed resolution.
RETURN AND EXCHANGE SHIPPING
For preference-based U.S. returns or exchanges, including changes involving size, color, fit, or personal preference, the customer is responsible for return shipping costs.
Customers may use their own trackable return shipping method or, where available, purchase a return label through our return portal or customer-support team.
Any return or exchange shipping charge will be disclosed before the return or exchange is completed.
Free the Sheep will cover reasonable return or replacement shipping when:
• We sent the wrong product;
• A product arrived damaged or defective;
• A product was missing because of a Free the Sheep fulfillment error; or
• Applicable law requires us to cover the cost.
Original shipping charges are generally non-refundable unless:
• Free the Sheep made a fulfillment error;
• The product was damaged, defective, incorrect, or materially misrepresented;
• Free the Sheep approves a special exception; or
• Applicable law requires the shipping charge to be refunded.
ORDER CANCELLATIONS
Customers may request cancellation of an unfulfilled product at any time before the product is fulfilled.
Pre-orders may be cancelled for a full refund to the original payment method at any time before fulfillment.
A cancellation request is not complete until it has been reviewed and confirmed by Free the Sheep.
If warehouse processing has advanced too far for us to intercept the shipment, we may be unable to complete the cancellation before delivery. In that situation, we will work with the customer on an appropriate return or another reasonable resolution after delivery.
To request cancellation, contact info@freethesheepco.com and include:
• Your full name;
• Your order number; and
• The product or products involved.
PARTIAL ORDER CANCELLATIONS
Customers may request cancellation of:
• An entire unfulfilled order;
• One or more unfulfilled products within an order; or
• An unfulfilled pre-order product while keeping other products in the order active.
Cancelling part of an order may affect:
• Bundle pricing;
• Order-level discounts;
• Promotional gifts;
• Free-shipping eligibility; or
• Other promotions that depended on the original order contents.
We will explain any material effect before completing a partial cancellation whenever reasonably possible.
PRE-ORDER SHIPPING ESTIMATES
Pre-order products will be identified on the applicable product page and will include an estimated shipping date or estimated shipping window.
All pre-order shipping dates and windows are estimates based on the production, transportation, inventory, and fulfillment information reasonably available to Free the Sheep at the time.
Estimated pre-order dates:
• Are not guaranteed shipment dates;
• Are not guaranteed delivery dates; and
• Are subject to change.
Pre-order timing may be affected by circumstances including:
• Production schedules;
• Supplier delays;
• Quality-control inspections;
• Transportation delays;
• Customs processing;
• Port congestion;
• Inventory discrepancies;
• Carrier delays;
• Fulfillment-center processing; and
• Other circumstances outside our reasonable control.
We will make reasonable efforts to ship pre-order products within the estimated timeframe displayed when the order is placed.
If an estimated shipping date or window changes materially, we may provide an updated estimate by email, through an order update, through our website, through customer support, or through another reasonable communication method.
A change to an estimated pre-order date does not automatically cancel the order.
Customers may continue waiting or cancel the affected unfulfilled pre-order for a full refund to the original payment method at any time before fulfillment.
Free the Sheep will also provide any additional delay notice, consent process, cancellation option, or refund required by applicable law.
MIXED IN-STOCK AND PRE-ORDER ORDERS
Orders containing both in-stock and pre-order products will normally ship together once every product in the order becomes available.
The estimated shipping timing for the complete order will ordinarily be based on the product with the latest availability date.
Free the Sheep may choose to ship available products separately when operationally appropriate or as a customer-service accommodation.
Customers may contact us to request review of a partial shipment.
Partial shipment requests:
• Are not guaranteed;
• Depend on inventory and fulfillment availability;
• May require an additional shipping charge; and
• Must be approved before products are separately released.
We will not charge an additional partial-shipping fee without first informing the customer and receiving approval.
Free the Sheep may waive additional shipping charges when a separate shipment is approved because of an unusually long delay, incorrect information, a fulfillment error, or another customer-service circumstance.
DAMAGED, DEFECTIVE, INCORRECT, OR MISSING PRODUCTS
Please inspect your order after delivery.
If a product arrives damaged, defective, incorrect, incomplete, or missing, contact info@freethesheepco.com as soon as reasonably possible and include:
• Your full name;
• Your order number;
• A description of the problem;
• Photographs or video showing the issue, where applicable; and
• Photographs of the shipping package and shipping label, where applicable.
We recommend reporting visible shipping damage, incorrect products, or missing products within seven days of delivery so that we can investigate promptly.
Eligible claims and mandatory legal rights are not automatically waived solely because the issue was not reported within seven days.
Depending on the circumstances and product availability, an approved resolution may include:
• A replacement;
• A replacement part;
• A repair, where appropriate;
• A partial refund;
• A full refund;
• Store credit;
• A discount or other accommodation; or
• Another reasonable solution accepted by the customer.
PACKAGE PROTECTION
Package Protection is an optional add-on available at checkout. It provides additional coverage for eligible orders affected by loss, theft, or damage during transit.
If Package Protection was purchased:
• Damage claims should be reported within seven days of delivery.
• Theft claims should be reported within seven days after the carrier marks the package delivered.
• Loss claims should be reported after the carrier confirms the package is lost or after tracking has remained inactive beyond the expected delivery period.
Customers should include their order number, tracking information, photographs, and any other reasonably requested documentation.
Approved Package Protection claims will ordinarily be resolved by replacing the affected product.
If an identical replacement is unavailable, we may provide:
• An alternative replacement accepted by the customer;
• Store credit;
• A partial refund; or
• A refund for the affected product.
For high-value or suspected-theft claims, we may request additional documentation such as:
• A police report;
• A carrier statement;
• Identity verification; or
• Signature confirmation on a replacement shipment.
Package Protection does not cover:
• An incorrect or incomplete address entered by the customer;
• A package intentionally refused by the customer;
• A package returned because the recipient failed to collect it;
• Fraudulent or misleading claims;
• Damage occurring after delivery;
• Ordinary wear;
• Product dissatisfaction; or
• Manufacturing defects unrelated to transit.
If Package Protection was not purchased, we will still assist with reasonable carrier investigations and honor any responsibilities required by applicable law.
Replacement or refund is not guaranteed when tracking confirms delivery to the address entered at checkout and there is no evidence of a carrier or fulfillment error.
FINAL SALE AND NON-RETURNABLE PRODUCTS
The following products are generally not eligible for preference-based returns or exchanges:
• Gift cards;
• Perishable or ingestible products, including food, gummies, edibles, and supplements;
• Custom, personalized, or specially manufactured products;
• Print-on-demand products that were clearly identified as Final Sale before purchase;
• Opened personal-care products;
• Opened, worn, or used M87 Sound Guards;
• Opened, worn, or used Skywalker Socks;
• Hazardous materials, flammable liquids, or gases; and
• Products explicitly identified as Final Sale before purchase.
A product is not automatically Final Sale merely because it was purchased at a discounted or promotional price.
Final Sale restrictions do not eliminate remedies for merchandise that arrives damaged, defective, materially misrepresented, incomplete, missing, or incorrect, or where a cancellation, refund, or other remedy is required by law.
INTERNATIONAL ORDERS
Free the Sheep does not currently operate a voluntary international return or exchange program.
Orders delivered outside the United States are not eligible for routine preference-based returns or exchanges involving:
• Size preference;
• Color preference;
• Fit preference;
• A change of mind;
• Accidental ordering after fulfillment;
• General product preference; or
• A preference for a different product.
International customers should carefully review product descriptions, measurements, sizing information, colors, availability, and pre-order estimates before placing an order.
If an international order arrives damaged, defective, materially misrepresented, incorrect, incomplete, or missing, contact info@freethesheepco.com as soon as reasonably possible.
Please include:
• Your full name;
• Your order number;
• A description of the issue;
• Photographs or video of the product, where applicable;
• Photographs of the shipping package and label, where applicable; and
• Any other information reasonably needed to investigate the issue.
Depending on the circumstances, product availability, destination, and applicable law, a resolution may include:
• A replacement product;
• A replacement part;
• A partial refund;
• A full refund;
• Store credit;
• A discount or other accommodation; or
• Another reasonable solution accepted by the customer.
Because Free the Sheep does not currently operate an international return facility, we may provide a refund, replacement, credit, or another solution without requiring the international customer to physically return the product.
International customers are generally responsible for customs duties, taxes, brokerage charges, and other destination-country fees unless otherwise stated during checkout.
Nothing in this section limits any cancellation, conformity, warranty, refund, withdrawal, or consumer-protection right that cannot legally be waived in the customer’s jurisdiction.
REFUND PROCESSING
Once an eligible return is received, we will inspect it and notify the customer whether the refund has been approved.
Approved refunds are generally initiated within five business days.
Refunds will ordinarily be issued to the original payment method unless:
• Another method is agreed to;
• The original payment method cannot accept the refund; or
• Applicable law requires another method.
A bank, card provider, Shop Pay, PayPal, or another payment provider may require additional time to post the refund after it has been issued.
Refunds relating to cancelled, unavailable, or unshipped merchandise will be issued to the original payment method rather than being limited to store credit where required by this policy or applicable law.
RETURN AND CLAIM ABUSE
We may limit or deny a return, exchange, Package Protection claim, or other request where there is reasonable evidence of:
• Return fraud;
• Wardrobing or substantial use;
• Altered merchandise;
• Repeated abusive return activity;
• False damage, loss, or theft claims;
• Chargeback abuse; or
• Other violations of our policies.
Any limitation remains subject to applicable law.
SPECIAL CIRCUMSTANCES
We understand that unusual circumstances can occur.
Customers may contact our support team, and we will review reasonable requests for special consideration on a case-by-case basis.
CONTACT US
To request a return, exchange, cancellation, or order review, contact:
info@freethesheepco.com
Please include your full name and order number.