Return & Refund Policy

At Ponder, we want every order to arrive correctly and in good condition. Please read our return and refund policy carefully before placing an order.

30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, unwashed, free of stains, odors, pet hair, deodorant marks, or damage, with tags if applicable, and in its original packaging. You will also need your order number, receipt, or proof of purchase.

You can always contact us for any return questions at theponderstore@gmail.com.

Made-to-Order Items

Some Ponder items may be made to order or fulfilled through a production partner. Because of this, we cannot guarantee cancellations, changes, returns, or exchanges once an order has entered production.

Made-to-order items, limited drop items, custom items, and final sale items may not be eligible for return unless they arrive damaged, defective, misprinted, or incorrect.

Order Changes & Cancellations

If you need to change or cancel your order, contact us as soon as possible at theponderstore@gmail.com.

We cannot guarantee order changes or cancellations once an order has been placed, especially if the order has already entered production or fulfillment.

Damages, Defects, or Wrong Items

Please inspect your order as soon as it arrives. If your item is defective, damaged, misprinted, or if you received the wrong item, contact us immediately at theponderstore@gmail.com so we can evaluate the issue and make it right.

Please include:

• Your order number

• A clear description of the issue

• Photos of the item

• Photos of the packaging, if damaged

Damaged, defective, misprinted, or incorrect item claims must be submitted within 7 days of delivery.

If the issue is approved, we will offer a replacement, exchange, store credit, or refund depending on the situation.

Exceptions / Non-Returnable Items

We do not accept returns for:

• Items that have been worn, washed, used, stained, damaged, or altered

• Items without original packaging or tags, if applicable

• Items returned without approval

• Gift cards

• Final sale items

• Sale items, unless required by law

• Made-to-order items, custom items, or limited drop items unless they arrive damaged, defective, misprinted, or incorrect

• Items returned after the 30-day return window

• Items damaged due to customer handling, washing, drying, or improper care

We also cannot accept returns or refunds for buyer’s remorse, wrong size ordered, incorrect shipping information entered at checkout, or normal shipping delays.

Sizing

Please review the product description and size chart before placing your order. We cannot guarantee returns or exchanges for incorrect sizing if the item was produced and shipped as ordered.

Exchanges

The fastest way to get the item you want is to request a return for the item you have. Once the return is accepted, you can make a separate purchase for the new item.

Exchanges are not guaranteed and may depend on product availability, production status, and whether the item is eligible for return.

Lost, Stolen, or Delayed Packages

Ponder is not responsible for shipping delays caused by carriers, holidays, customs, weather, incorrect addresses, or other events outside of our control.

Once an order is marked as delivered by the carrier, Ponder is not responsible for lost or stolen packages. If your package is marked as delivered but you cannot locate it, please check with your local carrier, neighbors, mailroom, building office, or delivery location.

Incorrect Shipping Address

Please make sure your shipping address is correct before placing your order. If a package cannot be delivered because of an incorrect or incomplete address entered at checkout, we are not responsible for replacing or refunding the order.

If the order is returned to sender, we may be able to reship the order at the customer’s expense, depending on the situation.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification, unless an exception applies.

As above, your item must be in the same condition that you received it: unworn, unused, unwashed, with tags if applicable, and in its original packaging. You will also need the receipt or proof of purchase.

Certain made-to-order, custom, personalized, final sale, or hygiene-related items may not be eligible for cancellation or return where permitted by applicable law.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund was approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Original shipping costs are non-refundable unless the return is due to our error, a defective item, a damaged item, or an incorrect item.

Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at theponderstore@gmail.com.