Refund policy

Returns & Exchanges

  • Return or exchange requests must be initiated within 14 calendar days of delivery.
  • How to start a return or exchange: Message us using the chat box on our site, or email us at phantomplatypus@icloud.com.
  • Size exchanges: Once your item is received back, you will be issued store credit for the value of your item + taxes that you may have paid. The return label back to our facility will be free and covered by us.
  • Returns for refund: We do not cover shipping fees; those are not refundable. This includes every order that you get free shipping on; our return label fee will be deducted from the refund.
  • Items must be:
    • Unworn, unwashed, and unused.
    • Free of odor, damage, or markings.
    • Returned with all original tags attached and packaging.
  • Please make sure that the item(s) to be returned or exchanged are unwashed, unworn with original tags, and free of any blemishes, or it will be rejected, not processed, and donated due to it being in unsellable condition.
  • We reserve the right to reject returns/exchanges if they do not comply with our return policy.
  • Requests made after 14 calendar days will not be accepted.
  • Final Sale items (including flash sales and clearance) are not eligible for return or exchange.

Size Exchanges

  • Size exchanges must be requested within 14 calendar days of delivery.
  • Items must meet all return eligibility requirements outlined above.
  • One-way shipping back to our facility will be covered for free. Once we receive the items, you will be issued store credit for the value of your product + any additional taxes that may have been incurred. This allows for you to quickly get a replacement size or potentially another item without any hassle.

Exchange Processing Timeline

  • Once the returned item is received at our warehouse, you will receive store credit for the product + additional taxes amount.

Refunds

  • Refunds are available only if requested within 14 calendar days of delivery.
  • Free promo items: Free promotional items are contingent upon maintaining eligibility for the promotion. If all items are returned and a free promo item is retained by the customer in an attempt to get free product, we do not refund the actual retail value of the free item in the order.
  • Original shipping fees and return shipping costs are non-refundable.
  • Lost or damaged orders: If your order is lost in transit or arrives damaged, it's handled under our Shipping Policy, which includes refunding any shipping you paid on lost orders.
  • Refunds are issued to the original payment method after inspection and approval.
  • Processing time: 10–21 business days after we receive the items.