Quality Control Issue

It doesn’t happen very often, but in the off chance your product is damaged or poorly printed, take a few photos of the damaged area, as well as a photo of the garment so we can see the graphic. Then email the photos and a description of what the problem is to info@hookandvice.com. We will review it, and if it’s damaged will do our best to get you a new one sent out right away.

Sizing Issue

If your purchase doesn’t fit properly it’s either because you ordered the wrong size, or perhaps because the product was mislabeled and it fits incorrectly. 

If Your Item Was Mislabeled:

We need you to take photos showing a measuring tape over top of your garment. Follow the same lines as the ones in the photo below. If your item is in fact bigger or smaller than it should be, we will send you a new one on a rush. You also get to keep the one that’s the wrong size so you can regift it. 

If  You Ordered The Wrong Size:

If you ordered the wrong size, no problem it happens from time to time. Please package up your unworn item and ship it back to us at the address below.

To: Hook And Vice, Co: Noel Fox, Unit 901, 2310 West 2nd Avenue, Vancouver BC, Canada  V6K 1J1. 

Once we receive it, we will ship you a new one. Please note that because each item is printed on demand as the orders come in, we will need to pull a new garment, print it, package it, and ship it, so it may take just a little time.  

Your Order Hasn’t Shown Up

1. Please check your order, and make sure you entered your right address. Believe it or not, we get a lot of people wondering where their stuff is, only to find out they gave us the wong postal code or street address. 
2. Check with your local post office to see if they have it. We use Canada Post, and if they are unable to leave it in your box, they often take it to the post office. 
3. Email info@hookandvice.com with our name, email that you used for your order, and order number. We will look into it right away. If your order is missing, we will ship you a new one asap. 

Waiting For Your Refund

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@hookandvice.com.

Sale Items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Shipping Returns

To return your product, you should mail your product to: Hook And Vice, Co: Noel Fox, Unit 901, 2310 West 2nd Avenue, Vancouver BC, Canada  V6K 1J1.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@hookandvice.com for questions related to refunds and returns.