About Our Returns & Refunds

We want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we're here to help.

Return Window

You have 30 days from the date you receive your order to request a return or refund. Items must be unused, unwashed, and in original condition with all tags attached.

How to Request a Return

Contact us at support@onthetrayco.com with your order number and a brief description of why you'd like to return the item. We'll provide you with a prepaid return shipping label and next steps.

Refunds

Once we receive and inspect your returned item, we'll process your refund within 5–7 business days. Refunds are issued to your original payment method. Please note that return shipping costs are non-refundable unless the return is due to a defect or error on our part.

Print-on-Demand Items

Custom printed items like notebooks and journals are made to order. These items are non-returnable unless damaged or defective upon arrival. If you receive a damaged POD item, contact us immediately with photos and we'll arrange a replacement at no cost.

Exchanges

Prefer an exchange? We're happy to swap your item for a different size, color, or product. Exchanges are processed within the same 30-day window.

Damaged or Defective Items

Received something that arrived damaged or defective? We'll make it right. Contact us with photos of the damage, and we'll send a replacement or process a full refund, including return shipping.

Questions?

Reach out to us at support@onthetrayco.com. We're here to help and want to make sure you love your On The Tray Co. purchase.