FAQ
FAQ: Reef Tribe FAQ – Everything You Need to Know!
How do we create our products?
All Reef Tribe products are created using a print-on-demand (POD) method, produced individually by our carefully selected production partners. Each item is made specifically for your order, meaning slight variations in color, print placement, or detail from the website image can occur. These variations are normal and reflect the unique, customized nature of our products, making every piece genuinely one-of-a-kind!
How long does production typically take?
Production usually takes between 5–10 business days. This timeframe covers printing, quality checking, and packing. The total delivery time will then depend on the shipping option you select during checkout. Remember, shipping duration can also vary based on your location and other logistical factors.
Where do our products ship from?
We collaborate with top-notch production partners located in the USA, Canada, the UK, and the EU. Depending on product availability at each fulfillment center, your items may ship from different locations. Please keep in mind that international shipments can be subject to customs duties and taxes, which are the customer's responsibility.
How do we ship our products?
To ensure your order arrives safely and in excellent condition, items are shipped according to their product category. For example, apparel ships separately from mugs or accessories. This careful packaging method helps prevent damage during transit.
Can I return or exchange my product?
Due to the custom-made nature of Reef Tribe products, standard return or exchange policies do not apply under EU Directive 2011/83/EU and related local laws. Unfortunately, returns or exchanges are not possible for reasons such as incorrect sizing, personal preference, or late delivery. However, if you receive an item that is damaged, defective, or incorrect, please reach out to us, and we'll find a solution for you.
What if I order the wrong size?
Every product includes a detailed sizing chart to help you choose the perfect fit. Since each item is custom-made, we cannot guarantee exchanges due to incorrect sizing choices. We strongly encourage you to review the size guide carefully before placing your order.
Can I modify or cancel my order after submitting it?
Changes or cancellations can only be accommodated before production begins. Once production starts, modifications or cancellations are no longer possible. If you're unsure about your choice, please take a moment to double-check your order details before confirming your purchase.
What happens if I enter the wrong shipping address?
If an order is returned to us due to an incorrect or incomplete address provided by you, additional shipping fees will apply for re-sending the package. Please carefully verify your shipping details at checkout.
What should I do if my product arrives damaged or defective?
We carefully monitor our production and shipping processes, but if you receive a product that’s damaged or defective, please reach out so we can address this promptly. Providing clear photos of the issue helps us resolve the problem faster.
My order didn't arrive in time for my event. Can I return it?
We understand timing can be crucial. However, we cannot accept returns or provide refunds for orders arriving later than desired for specific events. For urgent orders, we recommend selecting expedited shipping at checkout.
My order seems delayed. What's happening?
Occasionally, due to the personalized nature of print-on-demand manufacturing, unexpected delays may occur. If you're concerned about the status of your order, please feel free to contact us for updates.
Why was I charged extra duties and taxes?
Customs duties and taxes are standard for international shipping and are the responsibility of the customer. These charges vary by country and are not included in our pricing. Unfortunately, we cannot offer refunds or returns due to unexpected customs charges.
Where can I get an update on my order?
If you'd like to know the current status of your order, please contact us, and we'll be happy to provide the latest information.
What type of warranty do you provide?
Our products include a 2-year warranty covering manufacturing defects. This warranty excludes normal wear and tear, accidental damage, or improper use or care. If you encounter a manufacturing issue, please reach out to us with details and photos, and we'll help resolve it.
What should I do if I have a dispute or issue with my order?
If a resolution cannot be reached directly, EU customers can use the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr. For customers in the Czech Republic, disputes can also be addressed through the Czech Trade Inspection Authority (ČOI).
How can I ensure the longevity of my printed apparel?
To keep your printed apparel looking fresh, we recommend washing your garments inside out on a gentle cycle with cold water. Avoid harsh detergents, bleach, or fabric softeners. Tumble dry on low or hang dry to extend the life of your clothing.
What payment methods do you accept?
We accept various secure payment options, including major credit cards, debit cards, and popular digital wallets. You can select your preferred payment method during checkout.
How do you ensure product quality?
Our products undergo rigorous quality checks during and after production. However, minor variations due to the custom nature of our products can still occur. Each item is inspected to ensure it meets our high standards before it is shipped to you.