Refund Policy

Return & Refund Policy

At On Track Living Media & Commerce, our goal is to offer you top-notch products and exceptional customer support. Your satisfaction is our priority, and that's why we have a 30-day guarantee in place. If you're not happy with your purchase for any reason, please get in touch with us at our contact page.

Cancellation Policy

Keep in mind that any modifications or cancellations to an order must occur within 24 hours of placing it. After this period, we might not be able to fulfill your request since the order may have already entered processing. Should you cancel within 24 hours, your refund will be processed within 10 business days.

Return Policy 

At On Track Living Media & Commerce, every single product is custom-made to order just for you! Because we do not keep a warehouse of pre-printed stock, we cannot accept returns or exchanges if you order the wrong size, color, or simply change your mind.

However, your satisfaction is our top priority. If there is a mistake with your order, we will make it right!

🛍️ Damaged, Defective, or Incorrect Items

If your order arrives damaged, has a manufacturing defect, or if you received the wrong item (wrong size, color, or design), we will gladly send you a free replacement or issue a full refund.

* You have 30 days from the delivery date to report the issue to us.

* You do not need to mail the item back to us.

 📸 How to Request a Replacement or Refund

To help us resolve the issue quickly, please send an email to j@ontrackliving.ca within 30 days of delivery with the following information:

   1. Your Order Number.

   2. A description of the problem.

   3. A clear photo showing the damage, print defect, or the incorrect size label. (For clothing, please lay the item flat so the entire design and issue are visible in one frame).

Once verified, we will immediately process your free reprint or refund!

 

❌ What We Cannot Cover

Because each item is printed on demand, we unfortunately cannot offer refunds or exchanges for:

* Incorrect Size/Color Ordered: Please review our size charts carefully before purchasing.

* Buyer’s Remorse: We cannot cancel or refund orders once they have gone into production.

* Incorrect Address: We are not responsible for packages delivered to an incorrect address.

To start a return, email us within 30 days of delivery, providing your order number and return reason. Our team must approve all returns before you ship the product back. Items must be returned in their original packaging and unused state. Include your order number and shipping name in your return package to facilitate prompt processing. Customers bear return shipping costs, except for damaged items upon receipt. Shipping costs are not reimbursed.



We don't issue refunds for used, worn, or damaged items due to normal conditions. 

All refunds are processed in U.S. Dollar or Canadian Dollar ($USD or $CAD) as per the original purchase. Note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.

Product Concerns

We take product safety seriously and encourage customers to use our products safely and responsibly. Adhere to all proper usage instructions and safety precautions provided with your product and all available resources on our website. Failure to do so may result in damage or injury, for which we cannot be held responsible, and any resulting refunds or replacements will be at our discretion. If you experience discomfort while using our products, discontinue use immediately and contact us using our contact page. We will help you address any concerns or questions.

Damaged Items

We carefully package our products to prevent damage during shipping. An item is considered damaged if it has a defect or is physically broken. Damaged packaging from shipping, such as dented boxes, etc., with a product in good condition is not considered damage.

If your item arrives damaged, inform us within 48 hours of delivery. To report a damaged item, email us and attach a clear photo of the damage. We will determine your eligibility for a replacement at no cost to you. We neither refund nor accept returns for items damaged through normal use, wear and tear, or misuse.

Shipping and Delivery

While we aim to deliver your order promptly, we cannot be held responsible for shipping or delivery delays beyond our control, including those caused by the courier, customs, or other factors and issues that may arise during shipping. If you encounter any delivery issues, contact the courier directly for assistance. We are not responsible for lost, stolen, or delayed packages.