Wrong Items Received

We're sorry. Our warehouse team packs thousands of items a week and works hard to get every order right, but in an operation this size mistakes do occasionally happen. Here's how we fix it.

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Read this first: why we can't just reship

This is the part that surprises most customers, so we want to be upfront about it.

The warehouse will not release replacement items until the incorrect items are physically back in their building and processed back into inventory.

That is the warehouse's rule. It is not our decision and we cannot override it, no matter how urgent your job is. We don't own the warehouse — we're a customer of theirs, same as you are of ours, and their system simply will not release a replacement against an open discrepancy.

So there are exactly two ways to get your correct items, and one of them is much faster than the other.

You never pay a cent of shipping either way. We absorb the entire cost of getting the correct items to you, and the entire cost of the return label if you need one. On a full carton of hoodies that is not a small number, and it comes out of our side, not yours.

Most of our customers choose Option 1, especially when they have a deadline.

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Option 1 — Keep the wrong items and pay for them (fastest)

You keep the incorrect items, pay for them at your normal wholesale price, and we ship your correct items immediately with free shipping. Nothing has to travel back to the warehouse, so nothing has to wait.

Why customers pick this one:

• Your correct items ship the same or next business day instead of two weeks later.

• You're buying blanks at your regular wholesale price — for most of our customers these are usable stock, not junk. A box of the wrong colour hoodies is still a box of hoodies you'll print on eventually.

• No trip to a shipping depot, no printing labels, no packing a box.

• No shipping charge at all. We pay the freight on your correct items, whatever the size or weight of the box. You're paying for the goods you're keeping and nothing else — the shipping is on us.

If you're on a deadline, this is the only option that will get you there. Option 2 cannot be sped up. We have no ability to release your correct items early.

How payment works — and why it's by Interac e-Transfer

Why not the website checkout? Because this isn't a website order. The items are already in your hands, they were never added to a cart, and our store system has no way to create a sale for goods that have already shipped. Interac e-Transfer is how we handle every payment that falls outside a normal online order.

Everything you need to send the payment is right here

There's nothing to request and nothing to wait for. Use these exact details:

That's the same address you've been emailing us at all along — there is no second address, and we will never ask you to send money anywhere else.

Because our account is on Autodeposit, your bank won't ask you to create a security question and we don't have to send you a password. The transfer goes straight through. Just put your order number in the message field so we can match your payment to your claim the moment it arrives.

Step by step:

1. You tell us you're choosing Option 1 and confirm the list. Reply with your order number and every incorrect item you're keeping — brand, type, model number, colour, size and quantity for each. Use the same template as your claim email. This list is what we invoice, so count what's physically in front of you before you send it.

2. We reply with your itemized total, built from that list — unit price, quantity, taxes and the grand total. Nothing vague, nothing rounded. This is the only thing you need from us before paying.

3. You send the e-Transfer to info@CheapestTshirts.ca from your own online banking, with your order number in the message field.

4. You email us to say it's sent. Reply in the same thread with your order number and the amount. Bank notifications don't always reach us the moment you hit send, so your email is what tells us to go look for it — it's the fastest step in the process and the easiest one to forget.

5. We confirm the payment and your correct items ship.

That's it — one email from us, one payment, one quick heads-up from you.

Option 1 is all or nothing. You keep every incorrect item or you return every incorrect item. If you send even part of the shipment back, the warehouse still won't release your correct items until that box arrives and is processed — so a partial keep costs you the full 10 to 15 day wait and gains you nothing. If you're not going to keep all of it, Option 2 is the better choice.

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Option 2 — Return the wrong items first

If you'd rather not keep the incorrect items:

1. You tell us exactly what's going back. Reply with your order number and a list of every incorrect item you're returning — brand, type, model number, colour, size and quantity for each. Use the same template as your original claim email, and reply in that same thread if you can. We can't issue a return label or tell the warehouse what to expect until we know precisely what's in the box.

2. We email you a prepaid return shipping label — the return costs you nothing.

3. You print the label and pack the incorrect items. Then get the box to the carrier whichever way suits you best:

   • Schedule a pickup. Call the carrier shown on the label and book a pickup from your shop, your home, or wherever is most convenient for you. You don't have to go anywhere.

   • Drop it off. Bring the box to the nearest carrier drop-off location on your own schedule.

4. The box travels back to the warehouse.

5. The warehouse receives it, inspects it, and processes the items back into inventory.

6. Only then can your correct items be released and shipped.

Steps 4 to 6 are the slow part, and they're outside our control. Transit plus warehouse processing typically puts this at 10 to 15 business days from the day you ship.

This option costs you nothing. It just takes considerably longer.

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How to report a picking mistake

Send to: info@CheapestTshirts.ca Subject: Wrong Items – Order #_____

Copy the template below into one email, fill in every line, and attach your photos.

Add another pair of blocks for each additional incorrect item.

Example of a completed "received" block:

Photos

Send one photo per incorrect item. Each photo must clearly show:

• The brand and model tag

• The size label, readable

• Enough of the garment to see the colour and style

Lay the item flat, pull the tags out so they're readable, and shoot from directly above in good light.

Incomplete or unclear claims can't be investigated — we'll have to email you back for the missing details, and that delays everything by another day or two.

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What happens next

Once your email arrives:

1. The warehouse runs an inventory verification to confirm stock counts.

2. Picking records are reviewed, including security camera footage where necessary.

3. This normally takes 1–2 business days.

We'll email you the result and ask which option you'd like. Replying quickly at that point is what gets your correct items moving.

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Verification and fraud prevention

Our pricing depends on keeping error and fraud costs down, so every picking-mistake claim is verified:

• Claims are checked against warehouse inventory records.

• Picking activity and security footage may be reviewed.

• Every order is weighed and the weight recorded during packing, which lets us confirm what actually left the building.

• We may ask for additional photos or details to complete the investigation.

Submitting a false or misleading claim may result in claim denial, account suspension, and refusal of future service.

These checks protect honest customers and are part of how we keep our wholesale pricing as low as it is.

Questions? info@CheapestTshirts.ca