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Returns, Refunds & Quality Issues

Know what's covered when a supporter reports a damaged, lost, or defective item

Most products on Fourthwall are made-to-order, which means they're printed or produced only after a supporter places an order. This affects how returns and replacements work. Here's what you need to know as a creator.

Made-to-order return policy​

Because products are made-to-order, Fourthwall does not accept returns for buyer's remorse or sizing preference. If a supporter ordered the wrong size or simply changed their mind, the order is not eligible for a return or refund.

Returns and replacements are only available when there is a verified quality or fulfillment issue, such as a damaged item, a defective print, or a wrong size shipped by the production partner.

note

This policy applies to on-demand products fulfilled by Fourthwall's production partners. For self-fulfilled products, you handle returns directly with your supporters.

Reporting a damaged or defective item​

If a supporter receives a damaged or defective product, they can request a replacement. Here's how the process works:

  1. The supporter contacts your shop's support email within 30 days of the delivery date.
  2. The supporter provides photos of the damage or defect. Photos are required for all quality issue reports.
  3. Fourthwall's customer support team reviews the claim and coordinates with the production partner.
  4. If approved, the production partner ships a replacement at no cost to you.
caution

Important: Supporters must report issues within 30 days of the delivery date. Claims submitted after this window cannot be processed.

The production partner covers the full replacement cost. Replacements do not come out of your creator balance or profits.

Lost packages​

If a supporter's package never arrives, a replacement can be issued after a waiting period to allow for shipping delays:

  • Domestic orders (US): Replacement available after 2 weeks with no tracking updates
  • International orders: Replacement available after 3 weeks with no tracking updates

The supporter should contact your shop's support email with their order number. Fourthwall's team will check the tracking status and process the replacement if the package is confirmed lost.

tip

Encourage supporters to reach out as soon as they notice their tracking hasn't updated in over a week. Earlier reports help resolve issues faster.

Size exchanges​

Size exchanges are only available if the wrong size was shipped by the production partner. If a supporter ordered a size and received a different one, they can report the issue through your shop's support email with a photo showing the size label.

Size exchanges are not available for preference changes. If a supporter ordered a medium but wants a large, this does not qualify for an exchange because the product was made to order per their selection.

How to report a quality issue​

Supporters report quality issues through the support email associated with your shop. To make the process smooth:

  1. Ask your supporter to email your shop's support address.
  2. They should include their order number and clear photos of the issue.
  3. Fourthwall's support team handles the review and coordinates the resolution with the production partner.

You do not need to manage replacements yourself. Fourthwall and the production partner handle the fulfillment and cost of any approved replacement.

Frequently Asked Questions​

Does a replacement come out of my profits?​

No. When the production partner approves a replacement for a damaged or defective item, they cover the full cost. Your creator balance is not affected.

Can a supporter return a product because they don't like it?​

No. Because products are made-to-order, returns for buyer's remorse are not accepted. Replacements are only issued for verified quality or fulfillment problems.

What if a supporter received the wrong product entirely?​

The supporter should contact your shop's support email with photos of what they received and their order number. Fourthwall's team will arrange a replacement.

How long does a replacement take to arrive?​

Replacement orders go through the same production and shipping process as the original order. Typical turnaround depends on the product type and shipping destination.

What counts as a quality issue?​

Quality issues include misprints, faded or smeared designs, damaged packaging that affected the product, incorrect colors, and physical defects like tears or holes. Photos are required to verify the issue.

If you have any questions, do not hesitate to contact us at support@fourthwall.com.