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TryHackMe Swag Store Policy

Thank you for supporting TryHackMe by ordering from our swag store! Please review the following policy before placing your order.

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Written by Bubbles
Updated today

Made-to-Order Items

All swag items are created on demand through our fulfilment partner, Printful.
This means:

  • Products are only made after your order is placed

  • The size and design are customised to your selection

  • We cannot cancel or modify orders once they have entered production

Please review sizing charts and product previews carefully before purchasing.

Customs, Duties & Taxes

For international orders, additional customs duties, taxes, or import fees may apply depending on your country's regulations. These charges are not included in the product or shipping cost and are the buyer's responsibility. We have no control over these fees, and they must be paid by the recipient if applicable at the time of delivery.

Refunds and Returns

We do not offer refunds or exchanges unless there is a clear issue with your order. Valid reasons may include:

  • Manufacturing defects

  • Incorrect item received

  • Misprints or sizing discrepancies compared to product listing

To request a refund or replacement:

  • Contact support within 30 days of the order being delivered (or expected delivery date if not received)

  • Provide clear evidence (e.g. photos, description of the issue)

  • All claims will be reviewed and escalated to Printful. Refunds or replacements are only issued if Printful approves the claim

Important: We cannot assist with orders:

  • That are over 30 days old

  • Without proper documentation or proof

  • Where the issue is due to buyer error or preference (e.g. wrong size ordered

Sizing Issues

Please make sure to check the sizing charts provided on each product page before placing your order. Since all items are made to order, we do not accept returns or exchanges for items that were ordered in the wrong size.

If you believe the item you received does not match the measurements listed on the site, you may submit a sizing claim. To do so, lay the item flat and take a clear photo showing a measuring tape placed across the garment to demonstrate the dimensions. This evidence is required to assess whether the sizing issue is due to a production error.

Sizing claims must be submitted within 30 days of the order's delivery. Only items that show a significant deviation from the size guide provided on the product page will be considered for replacement.

Shipping & Lost Orders

If your order hasn't arrived:

  • Contact us as soon as possible - delays or losses must be reported within 30 days of the order date

  • We cannot help with unreported delivery issues past this window

If you're contacting us about an order that hasn't arrived, please make sure to also reach out to the courier using the tracking link provided in your shipping confirmation email. Couriers may have the most up-to-date information about the shipment's status, delays, or delivery attempts.

If an order is returned to sender (e.g. incorrect address, unclaimed):

  • We can reship the item once it arrives at the warehouse

  • Be aware: this may take several weeks, as returns are low-priority for shipping couriers

  • Once received, we will hold the item for 30 days. If not claimed in that time, the item will be donated

Support

For any issues:

  • Reach out via email to support team - [email protected]

  • Include your order number, photos (if needed), and a detailed description

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