Frequently Asked Questions
Everything you need to know before your next order
Products and Sizing
What kind of T-Shirts does CouchLot use?
Most CouchLot tees are printed on the Bella+Canvas 3001 unisex jersey tee. It has a lightweight feel, soft Airlume combed and ring-spun cotton, side-seamed construction, and a modern retail fit.
Fabric composition may vary slightly by colour. Solid colours are generally 100% cotton, while heather and select colours may contain polyester.
How do CouchLot T-Shirts fit?
Our shirts have a unisex retail fit. They are more structured than an oversized tee but less boxy than a traditional heavyweight shirt.
Most customers can order their usual size. Size up for a looser fit or down for a more fitted look.
Always review the size chart on the product page before ordering.
Are the shirts pre-shrunk?
Bella+Canvas fabric is designed to reduce shrinkage, but some minor shrinkage can still occur, especially with high heat.
Wash in cold water and tumble dry on low, or hang dry, to help preserve the size and print.
How should I care for my shirt?
For the longest life:
• Turn the shirt inside out
• Machine wash cold
• Wash with similar colours
• Use mild detergent
• Tumble dry low or hang dry
• Do not bleach
• Do not iron directly over the artwork
• Do not dry clean
High heat is hard on both fabric and printed artwork.
Are CouchLot shirts made in Canada?
CouchLot designs are created in Canada.
Products are printed and fulfilled through selected production partners in Canada or the United States, depending on product availability, colour, size, and delivery destination.
What kind of sweatshirts does CouchLot use?
CouchLot crewnecks are printed on the Gildan 18000 Heavy Blend sweatshirt.
It has a medium-heavy 8 oz cotton and polyester blend, a soft brushed interior, and a classic unisex fit. Review the size chart on each product page before ordering.
Are your products made to order?
Yes. Most CouchLot products enter production after an order is placed.
Made-to-order production allows us to release more specific designs while reducing unnecessary inventory and waste. It also means orders require production time before shipping.
Ordering and Production
How long does production take?
Most orders are produced within 2 to 7 business days.
Production time does not include weekends, statutory holidays, or shipping time. Large releases, holidays, inventory shortages, or unusually busy periods may cause delays.
Can I change my order after placing it?
Requests to change a size, colour, product, or shipping address must be submitted within one hour of purchase.
Because production can begin quickly, changes cannot be guaranteed after that window.
Can I cancel my order?
Orders may be cancelled within one hour of purchase, provided fulfillment has not begun.
Once an order enters production, it cannot normally be cancelled.
Can I use more than one discount code?
Some discounts can be combined and others cannot.
Eligibility depends on the specific promotion. Checkout will apply any valid discount combination or the best eligible discount available.
Discounts cannot be added retroactively after an order has been completed.
Shipping
Do you offer free shipping?
Yes. Free standard shipping is available on all orders over $70.
Shipping rates for orders below the threshold are calculated at checkout.
Where does CouchLot ship?
CouchLot currently ships to Canada and the United States.
Available shipping services, rates, and estimated delivery windows are shown at checkout.
How much does shipping cost?
Shipping is calculated at checkout based on:
• delivery location
• number and type of products
• fulfillment location
• selected shipping service
The final shipping charge is shown before payment.
How long will delivery take?
Most orders require 2 to 7 business days for production before shipping.
After production, delivery generally takes several additional business days. Exact timing depends on the destination, carrier, fulfillment location, and shipping method shown at checkout.
Remote regions, holidays, weather, customs, and carrier disruptions may extend delivery times.
Will I receive tracking information?
Yes, once tracking is available.
Tracking information is emailed after the order ships. It may take several business days for the first carrier scan to appear.
Why did my order arrive in separate packages?
Products in the same order may be made by different production partners or at different facilities.
Apparel, mugs, glasses, prints, and artist products may therefore ship separately and arrive on different days.
Separate tracking details will be provided where available.
Will I have to pay duties or import fees?
Most eligible shirt orders are routed through North American production partners near the customer.
Occasionally, inventory or product availability may require cross-border fulfillment. Duties, import taxes, brokerage fees, or other charges not collected at checkout are the customer’s responsibility.
What happens if I entered the wrong address?
Contact us immediately.
Address corrections must be requested within one hour of purchase and cannot be guaranteed after production begins.
Customers are responsible for providing a complete and accurate address. Additional shipping charges may apply if an order is returned because of incorrect or incomplete information.
What should I do if tracking says delivered but I cannot find my order?
First:
- Confirm the delivery address.
- Check entrances, parcel lockers, mailrooms, and safe-drop locations.
- Ask household members, neighbours, or building staff.
- Allow one additional business day.
- Contact the carrier using the tracking number.
Contact CouchLot if the package remains missing after completing these steps.
Returns and Refunds
If something is not right with your order, contact us. We will work hard to fix it.
What is your return policy?
Eligible returns may be requested within 30 days of delivery.
Returned items must be unworn, unwashed, unused, and in their original condition. Items with stains, odours, pet hair, damage, or signs of wear may be refused.
Your order number or proof of purchase is required.
Once your return is approved, CouchLot will provide a prepaid return shipping label. Do not send an item back before receiving approval and return instructions.
Who pays for return shipping?
CouchLot provides a prepaid return shipping label for all approved returns.
Original shipping charges are not refundable unless the product arrived damaged, defective, misprinted, or incorrect.
There is no restocking fee.
Do you offer exchanges?
Yes. Each eligible item includes one free size exchange within 30 days of delivery.
The exchange must be for the same product and colour in a different size. CouchLot will provide a prepaid return shipping label for the original item.
The replacement will be sent after the original item has been received and approved. Exchanges are subject to size availability.
If the requested size is unavailable, the item can be processed as a return instead.
One free size exchange is available per item. Changes to a different product or colour must be handled as a return and new order.
How do I start a return or exchange?
Email info@couchlot.com with:
- your order number
- the item you want to return or exchange
- the replacement size, if applicable
- a short explanation of the request
- clear photographs if the item is damaged, defective, misprinted, or incorrect
We will review your request and send the return instructions and prepaid shipping label once it is approved.
Do not send an item back before receiving approval.
What if my product arrives damaged or misprinted?
Contact us within 30 days of delivery if your order arrives damaged, defective, misprinted, or different from what you ordered.
Include:
- your order number
- a description of the issue
- clear photographs of the product
- a photograph of the packaging or shipping label when relevant
If something is not right, we will work hard to fix it.
Approved claims may be resolved with a replacement or refund. If the item needs to be returned, CouchLot will provide a prepaid return shipping label.
Are sale products returnable?
Sale products follow the standard return policy unless they are clearly marked Final Sale.
Products marked Final Sale cannot be returned or cancelled unless they arrive damaged, defective, or incorrect.
When will I receive my refund?
Approved refunds are issued to the original payment method after the returned item has been received and inspected.
Your bank or card provider may require additional processing time before the refund appears.
Artist Collection
What is the CouchLot Artist Collection?
The Artist Collection features original work from independent artists across apparel, prints, drinkware, and small-run products.
Artist profiles may include information about their work, creative process, portfolio, and website.
Supporting Musicians
How does my purchase support musicians?
CouchLot contributes $2 from every purchase to organizations that support working musicians, including Unison Fund in Canada and Sweet Relief Musicians Fund in the United States.
These organizations provide assistance to music workers experiencing illness, financial hardship, and other difficult circumstances.
Is CouchLot affiliated with Unison Fund or Sweet Relief?
CouchLot supports these organizations through contributions, but this does not imply that our products are officially endorsed, sponsored, or administered by them unless explicitly stated.
Contact
How can I contact CouchLot?
Email us at info@couchlot.com
Include your order number when contacting us about an existing purchase. This helps us locate the order and respond more efficiently.
