At Carttha Shop, we stand behind the quality of our rugged workwear and outdoor gear. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in original condition, and with all tags attached
  • Items must be in their original packaging
  • Proof of purchase is required

Note: Due to hygiene reasons, the following items are non-returnable unless defective:

  • Insoles & Accessories
  • Hats (unless in original packaging with hygiene seal intact)

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for approval – Our team will review your request and send you a Return Merchandise Authorization (RMA) number and instructions within 2 business days.
  3. Package your item – Securely pack the item(s) in the original packaging with the RMA number clearly visible on the outside of the package.
  4. Ship your return – Send the package to our return center at:
    Carttha Shop Returns
    84 Sweetwood Drive
    Denver, US 80216
  5. Wait for processing – Once we receive and inspect your return, we’ll notify you about the status of your refund or exchange.

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Carttha Shop Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details of the item(s) I wish to return/exchange: – Product Name: – Size/Color: – Reason for return/exchange: [For exchanges only] I would like to exchange for: – Product Name: – Size/Color: Please let me know the next steps to complete this process. Best regards, [Your Full Name] [Your Contact Information]

Refund Process

Once your return is received and inspected (typically within 3-5 business days after we receive it), we will process your refund or exchange. You will receive an email notification when this is complete.

Refund Timelines & Methods

  • Credit/Debit Cards (Visa, MasterCard, JCB): Refunds will be processed to your original payment method within 5-7 business days after approval.
  • PayPal: Refunds will be processed to your PayPal account within 3-5 business days after approval.

Please note that your bank or payment processor may take additional time to post the refund to your account.

Exchange Process

For exchanges:

  • We will ship your replacement item once we receive and process your return.
  • If the replacement item is of higher value, you will need to pay the difference.
  • If the replacement item is of lower value, we will refund the difference to your original payment method.

Return Shipping Costs

  • For returns: Customers are responsible for return shipping costs unless the return is due to our error or defective merchandise.
  • For exchanges: Customers are responsible for return shipping costs of the original item. We will cover the shipping costs for the replacement item.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage/defect and your order number. We will arrange for a replacement or refund and cover all associated shipping costs.

International Returns

For international customers (outside the U.S.):

  • You are responsible for all return shipping costs and any applicable customs fees or duties.
  • We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.
  • Refunds will be issued in U.S. dollars; currency conversion differences may apply.

Questions?

If you have any questions about our returns and exchanges policy, please don’t hesitate to contact our customer service team at [email protected]. We’re committed to ensuring your satisfaction with our rugged workwear and outdoor gear.