At Sp5der Hoodie, every order is made and packed with care, and we want you to be fully satisfied with your purchase. This policy explains when items can be returned or exchanged, how refunds are handled, and how to get in touch with our team. Please read it before placing an order, as completing a purchase means you agree to the terms below.

Our Return Commitment

Because our products are apparel items handled and worn close to the body, we accept returns only where an item arrives defective, damaged, or is not the item you ordered. Change-of-mind returns cannot be accepted once an item has been worn, washed, or has had its tags removed. This keeps our products hygienic and fair for every customer.

Return Window

You have 14 days from the day your order is delivered to request a return. Requests made after this window has closed cannot be accepted. To qualify, the item must be:

  • Unworn and unwashed, in the same condition you received it.
  • Kept with all original tags, labels, and packaging intact.
  • Free of stains, odors, pet hair, or any signs of use.

We may decline a return if the item shows signs of wear or does not meet the conditions above.

How to Start a Return

All returns are handled by mail. Please do not ship anything back before contacting us, as returns sent without prior approval cannot be processed. To begin:

  • Email us at [email protected] within the 14-day window.
  • Include your order number, the item you wish to return, and the reason (with clear photos if the item is defective or damaged).
  • Our team will review your request and reply with return instructions and the return address.

Once your return is approved, please ship the item promptly using a trackable service so it can be confirmed as received.

Return Shipping Costs

If the return is due to our error — a defective, damaged, or incorrect item — we will cover the cost of return shipping. For all other approved returns, the customer is responsible for return shipping charges, and these charges are non-refundable. We recommend keeping your tracking number until the return is fully resolved.

Refunds

Once your returned item reaches us, our team will inspect it. We will email you to confirm whether your refund has been approved. Approved refunds are processed within 7 business days of inspection and issued to your original payment method.

Please note that it may take additional time for your bank or card provider to post the refund to your account. We do not charge any restocking fees on approved returns.

Exchanges

We are happy to replace an item that arrives defective or damaged with the same product, subject to availability. If you need an exchange, contact us at [email protected] with your order details and photos of the issue, and we will arrange a replacement as quickly as possible. If the same item is no longer available, we will offer a refund instead.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. We can usually cancel an order before it has been packed or shipped. Once an order has shipped, it can no longer be cancelled, but you may follow the return process above once it arrives.

Non-Returnable Situations

The following cannot be returned or refunded:

  • Items returned after the 14-day window.
  • Items that have been worn, washed, altered, or damaged after delivery.
  • Items returned without original tags and packaging.
  • Returns shipped back without prior approval from our team.

Contact Us

If you have any questions about a return, refund, or exchange, our support team is here to help:

Email: [email protected]

Phone: +1-760-276-0285

Hours: Monday to Saturday, 10 AM to 6 PM

Address: 7660 Melrose Ave, Los Angeles, CA 90046, United States