REFUND POLICY

We want you to be completely satisfied with your purchase. Below you’ll find our general return policy, but please don’t hesitate to contact us if you have any questions or concerns about your order; we’ll do our best to resolve them with you!

We have a 5-day return policy, which means you have 5 days from the date you receive your item to request a return.

REASONS FOR RETURNING PRODUCTS:

The item is damaged
The wrong item was received

Important: All returns must be authorized and meet the requirements listed below.

For the return to be valid, the item must be in the same condition as when you received it: new, unused, unwashed, and unworn, with the original tags attached. You will also need the receipt, confirmation email, or proof of purchase.

Please specify the reason for the return.

In the case of damaged or incorrect items, you must notify us within 5 business days of receiving the product for the return to be valid.

If you do not notify us immediately, the request will be rejected.

Personalized items are not eligible for return, unless they are defective or damaged.

Customers are responsible for the cost of return shipping, unless the return is due to an error on our part or if the item is damaged or incorrect.

We recommend using a tracked shipping method for your return. We are not responsible for lost or undelivered returns.

To initiate a return, please contact us at ordstw@gmail.com

Once we have received and inspected your return, we will send you an email notification.

If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send your package. Please pack your item(s) in the original shipping bag if possible. Items returned to us without a prior return request will not be accepted. Please note that returns must be sent to the following address:

REFUNDS

We’ll let you know as soon as we’ve received and reviewed your return, and we’ll inform you whether the refund has been approved or not. If approved, you’ll be automatically refunded via your original payment method within 10 business days. Please note that your bank or credit card company may also take some time to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at ordstw@gmail.com.

Original shipping costs are non-refundable.

You can always contact us with any questions about returns at ordstw@gmail.com

DAMAGE AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can assess the issue and resolve it.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, such as items marked as sale items, gift cards, or personalized products (such as special orders, original artwork, or customized items). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

EXCHANGES

The quickest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase of the new item.

We exchange items if they are defective or damaged upon arrival.

SALE AND CLEARANCE ITEMS

All sales of clearance and final sale items are final. These items cannot be returned or refunded.

ORDER PROCESSING AND SHIPPING

Orders are processed within 3 to 5 business days of receipt, provided they are approved for shipment.

Shipments are not processed on Saturdays, Sundays, or holidays (nor in the event of adverse weather conditions).

Standard delivery takes 3 to 10 business days.

After your purchase, you will receive an email with your order tracking information so you can check its status at any time.

Please note that during collection launches, promotional periods, or peak seasons such as Christmas, delivery times may be extended due to high demand.

DELIVERY ERRORS

We are not responsible for delivery errors caused by incorrect or incomplete information provided by the customer at the time of purchase. Please double-check your shipping information before confirming your order.

CANCELLATIONS

Orders cannot be canceled or modified once they have been confirmed. Please review your order carefully before completing your purchase.

FREE SHIPPING

We offer free shipping on orders with a subtotal of $1,500 MXN (One thousand five hundred pesos 00/100 M.N.) or more.

Free shipping uses a standard shipping option with a delivery time of 5 to 7 business days.

LOST OR STOLEN PACKAGES

Once a package’s delivery is confirmed via tracking, the order is considered complete. Off-Road Streetwear is not responsible for packages lost or stolen after delivery.

Make sure you have a secure location for package delivery.

If your package is lost or stolen, contact the shipping carrier with your tracking number to file a claim or resolve the issue.

REJECTED OR UNDELIVERABLE SHIPMENTS

If your shipment is rejected or deemed undeliverable, we will refund the value of the items once they are returned to us in resalable condition.

You will be responsible for the original shipping costs and any additional charges incurred, which will be deducted from your refund.

If the problem is due to a carrier error, contact the carrier directly to resolve the issue regarding charges or file a claim.

CONTACT INFORMATION

If you have any questions or need help with the return process, please contact our customer service team at ordstw@gmail.com

By making a purchase on offroadstreetwear.com, you agree to comply with our Return Policy.

We appreciate your understanding and cooperation.