Shipping policy

Return policy

Shipping

Items are shipped via United States Postal Service (USPS) within the United States. Rates are based on weights and dimensions of the package. We will attempt to fulfill all international orders. For shipping outside of the U.S. please contact us for shipping rates.  

Please allow up to 10 days for your order to arrive after notification of shipment (within the U.S.). You will receive an email notification with tracking information once your order has been shipped.  

Returns and exchanges

Returns or replacements are accepted if items are misprinted, damaged, defective and/or incorrect item was received. Claims must be submitted to STShop@soundtransit.org within 30 days after the product has been received. If 30 days have passed since your purchase has arrived, unfortunately we cannot offer you a refund or exchange. To be eligible, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

If your tracking information is showing your package as delivered, but you have not received it, please contact us at STShop@soundtransit.org so we can verify the package was shipped. For packages lost in transit, because we use a third-party delivery service (e.g., USPS), we cannot be responsible for lost or missing packages once they leave the third-party facility. Claims for packages lost in transit must be submitted within 30 days of the estimated delivery date.   

Emailed return or replacement claims must include: 

  • Your name, address, email, phone number and order number
  • Request of either a refund or exchange
  • If exchange, include new size/item (exchanges only for equal or lesser value)
  • Detailed write up of the reason(s) giving rise to the claim 
  • Relevant photos must be included in or attached to the email 
  • Item(s) in photos must be on a flat surface with good lighting to be accepted. 

 

You will be responsible for paying your own shipping costs for returning your item.  

If your return or replacement is accepted, please contact STShop@soundtransit.org for a return address. 

If our third-party facility is not used as the return address, you will be responsible for any returned shipments you receive. When a returned shipment is received at the third-party facility, an automated email notification will be sent to you.  If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you. Unclaimed returns will be donated to charity after 30 days.  

The item(s) must be received by our facilities before a refund or exchange can be issued. Please allow at least 10 days after the returned item(s) have arrived at our facilities for a refund or exchange to be processed. We will notify you when your return or exchange has been processed.  

For any returned items over $75, you should consider using a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item. If we do not receive your returned item, you will not receive a refund and/or exchange.  

ST Shop does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of. Gift cards are non-returnable.  

We do not refund orders for buyer’s remorse. Returns for products as well as size exchanges are to be evaluated on a case-by-case basis. If accepted, returns or size exchanges would require placing a new order at your expense.  The request will undergo an evaluation to verify whether the product was used or destroyed, even in partial. In these cases, a refund will not be possible. 

Sale or clearance items are final sale and cannot be refunded or exchanged.  

ST Shop reserves rights to refuse returns and exchange requests at its sole discretion. 

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.