Policy FAQs
Policy FAQs
Quick answers for your concerns about replacement & refund policies.
- Can I report an issue directly to TikTok for orders using a TikTok label?
Yes, you can report the issue directly to TikTok. Please refer to TikTok’s guidelines here.
- Does Gearment accept returned items and resend them to a new address?
No, you will need to create a new order to have the item reprinted and shipped to the correct address.
- How can I track the shipping process of a replacement order?
For an order with issues that is eligible for reprint and reshipment, you will receive a replacement tracking number. You can view this tracking information in the order details.
- How is an undelivered order due to an address error handled?
If an order is undelivered due to an incorrect address, Gearment does not support refunds or replacement shipping. You will need to confirm the address with the customer and place a new order.
- How will I receive the refund if an order has an issue?
For orders that are refunded, the amount will be credited to your G-wallet.
- Why did I only receive a refund for the shipping cost when I requested an order cancellation?
For orders that have already gone into production and been printed, but not yet handed over to the shipping carrier, if you request a cancellation, you will only receive a refund for the shipping cost.
- Why is my request for a replacement or refund rejected?
Orders with issues reported after 30 days from the successful delivery date or issues caused by the buyer are not eligible for replacement or refund. You can review the refund policy here.
- Will I be supported with a replacement or refund if the order used a tracking number not provided by Gearment?
Gearment will provide a replacement or refund for product-related issues only (such as incorrect printing, damage, or printing quality).
Shipping or carrier-related issues are not covered if the tracking number is not provided by Gearment.
See more Replacement & Refund Policies here
Updated on: 10/05/2026
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