Returns & Exchanges

Return Policy

1. Return Policy. Except for any products designated on the Website as non-returnable, you may return any unused item with original packaging and contents (including hangtags, user instructions, manuals, warranty cards, and wrappings) within 30 days of purchase for a full refund, less shipping and handling costs. Any items that are returned showing signs of use or that otherwise do not meet our return requirements may not be accepted for a return. All returns are subject to a 15% restocking fee. 
2. Defective, Damaged, or Incorrect Items.Please inspect your order upon receipt and notify us within 30 days of shipment if you receive a defective, damaged, or incorrect item. Please submit your order confirmation number, contact information, and photos of the product at issue tohello@getthefort.com so we can best assist. Do not dispose of the item or packaging. We will provide a prepaid return label for damaged, defective, or incorrect products.
3. Return Authorizations. A return will only be accepted if the customer has contacted FORT’s customer service prior to sending the item(s) back. Please contacthello@getthefort.com to receive a Return Authorization. Return Authorizations are valid for 30 days from the date of issue.
4. Shipping and Handling.You are responsible for all shipping and handling charges on returned items. You bear the risk of loss during shipment. We therefore strongly recommend that you fully insure your return shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection. 
5. Processing.Refunds are processed within approximately 5 business days of our receipt of your merchandise. Your refund will be credited back to the same payment method used to make the original purchase on the Website. Items that are received as a gift and returned will be credited to the original purchaser’s payment method.
6. Refunds on Pre-Orders.If you would like a refund on an item that has been pre-ordered, please notify us athello@getthefort.com within 14 days of purchase. If the item has not yet shipped and the refund is approved, you will receive a refund of the full amount to your original payment method.
7. Exceptions.We offer no refunds on any products designated on this Website as non-returnable, including, but not limited to, custom products (such as special orders or personalized items), Kickstarter Rewards, sale items, or gift cards.

Kickstarter Return Policy

Because Kickstarter is a funding platform and not an actual store, we cannot offer refunds or returns for items received as Kickstarter rewards. The support we get from Kickstarter backers is what helps us generate the startup costs, customer feedback, and buzz to get our company going. The products you receive from backing our Kickstarter are called “rewards” because they are a token of appreciation for believing in our company and helping us grow. We offer them at drastically reduced rates in exchange for financial backing, and we greatly appreciate it.

Thank you for your understanding. If your reward truly offers no value, then here are a few options we would be glad to help you with: 

1. Give your reward to another parent/grandparent/guardian/school. There are a lot of great kids out there who would enjoy our products and find them valuable. We’d love it if you shared it with them if you found no value in it. 
2. Sell it! We offer our products at crazy low prices, so throw it up on eBay or Facebook Marketplace and you’ll more than make your money back.
3. Give it another chance. Maybe you’ll find something to love! Sometimes there can be a settling in time for new things in the house, you never know! 

Thanks again, and please feel free to contact us with any questions at hello@getthefort.com.

Kickstarter Damage or Defect Policy

We’re working very closely with our manufacturer to make sure that our products roll off the line looking good! Of course, things happen. While we don’t offer a refund, return, or warranty for Kickstarter rewards, we will gladly work with you to solve any defects or issues that may arise in the manufacturing or shipping process. 

The beauty of our product is truly its simplicity. At the end of the day, it’s an upholstered product that can be fixed with a sewing machine and a little bit of gumption (or a professional tailor/upholsterer; that works too). We’d be happy to guide you on fixing it, helping you find someone to fix it, or whatever else you need. Just let us know at hello@getthefort.com!

Due to our commitment to be as environmentally conscious as possible, we will be offering patch kits and replacement magnets for FORTs that become damaged during use. We understand that foam and fabric have a natural lifecycle, but we want our products to last as long as possible.

Following in the footsteps of responsible companies like Patagonia, we want to help get your FORT repaired or recycled. Please contact us at hello@getthefort.com for more info.