Shop Terms of Sale

These Shop Terms of Sale (“shop terms”) apply when you buy from the HEAL shop at shop.teleheal.com (the “shop”). The seller is HEAL (Help Each Other Achieve Life) (“HEAL”, “we”, “us”). Products are made and shipped for us by Printful, our production partner. Payments are processed by Stripe.

The Terms of Use also apply to your use of the shop, and how we handle your information is explained in the Privacy Policy. If these shop terms and the Terms of Use conflict on something about a purchase, these shop terms apply. Optional monthly plans and one-time support are covered separately by the Supporter Terms.

Some laws give consumers rights that a seller can’t take away, such as rights about faulty goods. Nothing in these shop terms limits those rights.

• You don’t need an account. Anyone can check out as a guest with an email address. Guests can follow an order on the order status page with the order number and the email used at checkout.
• Members who are signed in can also see their order history in their account. Your orders are visible only to you, never to other members.
• Age. You must be old enough to make a binding purchase where you live, or buy with a parent’s or guardian’s involvement. The shop isn’t directed at children, and we don’t knowingly collect information from children under 13.
• Personal use. Products are sold for personal use, not resale. We may limit quantities per order or per customer.

Your cart is held on our server and linked to your browser by a cart cookie (see the Cookie & Storage Policy). Prices are worked out on our server at checkout, not stored in your browser.

When you pay, you’re offering to buy the items in your order at the prices shown. A contract forms when your payment succeeds and we email you an order confirmation with your order number. Before that, we may decline an order for a good reason, for example a pricing error, an item that can no longer be made, a shipping destination we can’t reach, or signs of fraud. If we decline or cancel an order after taking payment, we refund the full amount, including shipping and tax, to your original payment method.

Please check your shipping address and sizes before you pay. Because items are made to order, we can only change an order before production starts (see “Cancelling or changing an order”).

Prices are in US dollars. Shipping and any tax are shown separately at checkout before you pay. A price shown with a compare-at price means the item was previously offered at the higher price.

We work hard to get prices right, but mistakes happen. If an item is listed at a clearly wrong price, we’ll tell you before we make it and give you the choice to buy it at the correct price or cancel for a full refund. We won’t charge you more than the amount you approved at checkout without your agreement.

Prices and products can change at any time, but a change never affects an order we’ve already confirmed.

Payments are processed by Stripe on our checkout page, using Stripe’s secure payment fields. You can pay by card and, where your device supports them, Apple Pay or Google Pay, plus any other method shown at checkout. Your card details go straight to Stripe. HEAL never sees or stores your full card number; we receive only payment confirmations and limited details such as the card brand and last four digits.

Your payment method is charged when you place the order. Stripe runs fraud checks on payments, which can use your device and network information. Stripe’s own privacy policy also applies to the information it handles. A bot check may run before checkout to protect the shop from automated abuse.

Your card statement will show HEAL’s name. We aim to keep statement descriptors and email subject lines free of words like “recovery” or “addiction”.

Where we’re required to collect sales tax, VAT or similar taxes, we add them at checkout based on your shipping address, and show the amount before you pay. We may use Stripe’s tax calculation service to work this out. If a tax isn’t shown at checkout, we haven’t charged it.

Purchases from the shop are not charitable donations and are not tax-deductible, even though they help keep HEAL free.

Nothing in the shop sits in a warehouse. Each item is printed, embroidered or made after you order it, then packed and shipped. Production usually takes a few business days before the item ships, and can take longer in busy periods such as the holidays. The shipping estimate you see at checkout includes production time and is our best guide, but it’s an estimate, not a guarantee.

If your order is delayed significantly beyond the estimate, we’ll tell you and you can choose to wait or cancel for a full refund of any items that haven’t shipped.

We ship to the destinations shown at checkout. Shipping is charged at a flat rate or a live carrier rate, as shown before you pay, and orders over a threshold shown in the shop may ship free. Printful may make your order in the production facility nearest to you, so items in one order can arrive in separate packages. We email tracking details when each package ships.

Orders outside the United States

• Duties and import taxes. Unless checkout says they’re included, international orders are shipped without import duties, customs fees or local taxes prepaid. Your country may charge them when the package arrives, and they’re your responsibility. We can’t predict or control these charges.
• Refused packages. If a package is refused because of duties or customs charges, we can refund the items once it’s returned to the producer, less the original shipping cost and any return charges we’re billed.
• Restrictions. We don’t ship where the law, sanctions or carrier restrictions prevent it.

Ownership of, and responsibility for, the items pass to you when the carrier delivers them to the shipping address you gave us. Until then, if an item is lost or damaged in transit, it’s on us.

• Lost in transit. If tracking hasn’t updated for an unusually long time, or the carrier confirms a package is lost, email us. We’ll work with the carrier and Printful and reship or refund the affected items.
• Marked delivered but not received. Check with neighbors and your local carrier office first, then contact us within 30 days of the delivery date. We’ll help with a carrier claim and treat each case fairly.
• Wrong or incomplete address. If a package can’t be delivered because the address given at checkout was wrong or incomplete, we can reship it once it’s returned, but you may need to pay the new shipping cost.

We want you to be glad you bought from us. Our return policy is:

• 30 days. You can return items within 30 days of delivery.
• Condition. Items must be unworn, unwashed and undamaged, in their original condition, with any tags still attached. We can’t accept items that have been worn, washed, altered or damaged after delivery.
• Refunds. Once we confirm the return, we refund the item price to your original payment method. Original shipping is not refunded for change-of-mind returns, and return postage is your responsibility unless the item was faulty or we made a mistake. Your bank may take a few business days to show the refund.
• Discounts. If your order used a discount code, the refund is the amount you actually paid for the item.
• Exchanges. Because every item is made to order, we don’t swap items directly. For a different size or color, return the item for a refund and place a new order. If the size you received doesn’t match our size guide, we’ll treat it as our mistake.

Returned items can’t usually be resold, because they were made for you. Please start a return before you send anything back (see “How to start a return”), so it isn’t lost.

If an item arrives damaged, misprinted, defective or isn’t what you ordered, tell us within 30 days of delivery with your order number and a photo of the problem. We’ll reprint and reship it, or refund it in full, at no cost to you, including shipping. You usually won’t need to send the faulty item back.

These claims follow our production partner Printful’s quality policy, which covers print and production defects, damage in transit and wrong items. Normal wear, fading or shrinkage after washing that doesn’t follow the care instructions, and small color or placement differences described under “Product images and color”, aren’t defects.

1. Email shop@teleheal.com, or use the shop’s returns page, with your order number and the email used at checkout.
2. Tell us which items and why. For a damaged, misprinted or wrong item, attach a clear photo.
3. We’ll reply with what happens next. For a return, that includes where to send it. Please don’t post anything back until you have those instructions.
4. We’ll email you when your refund or replacement is on its way.

Members can also find their order details in their account order history; guests can look up an order on the order status page.

You can cancel or change an order, such as its size or address, at no cost until production starts. Email shop@teleheal.com as soon as possible with your order number. We often hold orders briefly before sending them to production, but once production has started we can’t cancel or change it, and our return policy applies instead.

We may cancel an order, with a full refund, if an item can’t be made, if we can’t ship to the address, or if we suspect fraud. We’ll tell you why where we can.

• One discount code can be used per order, and only if it’s entered at checkout. Codes can’t be added after an order is placed.
• Codes have no cash value, can’t be exchanged or transferred unless we say so, and may have an end date, a minimum spend, a limit on uses or products they don’t apply to. The terms shown with a code apply.
• Supporter codes. Members with a Champion or Pillar plan get a personal code. It works only with the email address on that member’s account and stops working when the plan ends. Details are in the Supporter Terms.
• To prevent abuse, we limit how often codes can be tried. We may cancel a code, or an order that used it, if the code was obtained or used in a way that breaks its terms, with a refund of anything you paid.

Product images are mockups and photos that show how an item will look. Because each item is printed on demand and screens show color differently, the color, print placement and size of a design may vary slightly from the images. Print placement can vary by a small amount from item to item.

Measurements are in each product’s size guide. Sizes can vary between products and brands, so please check the guide rather than going by the size you usually wear. Follow the care label to keep items looking their best.

Words and designs on our products are encouragement and community pride. They aren’t medical, therapeutic or health claims. No product treats, prevents or helps with any condition, and buying or wearing one doesn’t replace treatment, counseling or other care. Products aren’t endorsed by, or connected with, any treatment provider.

HEAL is a peer community, not a treatment provider or an emergency service. If you need help now, call or text 988, or call 911 in an emergency. See the Health & Emergency Disclaimer.

We use your order details only to take payment, make and deliver your order, handle returns, keep the records the law requires, and prevent fraud. Printful receives the recipient’s name, shipping address, phone number (if you give one) and the items, so it can make and ship them. Stripe handles payment. Both are listed on our service providers page.

Buying from a recovery community’s shop could suggest a connection to recovery, so we treat your purchases with care. We never sell order data or use it for advertising, we keep it separate from your recovery information, and we never use it to draw conclusions about your health. Package labels and statement descriptors show HEAL’s name; we aim to keep them free of words like “recovery” or “addiction”. Order records are kept for the period tax and accounting law requires, as explained in the Privacy Policy and Your Data Rights & Deletion.

We only send marketing emails about the shop if you ask for them. If you start checkout and don’t finish, we send a reminder only if you opted in.

Our promise about product quality is the misprint and damage policy above, together with our return policy. That promise is in addition to any rights you have under consumer protection law.

This doesn’t limit liability that can’t be limited by law, such as for death or personal injury caused by negligence, fraud, or your rights as a consumer that can’t be waived. Some states don’t allow these limits, so they may not apply to you.

Talk to us first. Almost every order problem can be fixed quickly. Email shop@teleheal.com with your order number and what went wrong, and a person will reply as soon as we can.

Your card rights stay intact. Contacting us first is the fastest route, but it doesn’t affect your right to dispute a charge with your card issuer.

Formal disputes. If we can’t resolve it, the dispute resolution and governing law sections of the Terms of Use apply, including the right to bring an individual claim in small claims court. Legal notices go to legal@teleheal.com.

We may update these shop terms, for example when we add products or destinations. The version shown when you placed your order applies to that order. We’ll post changes here with a new date.

• Orders, shipping, returns and misprints: shop@teleheal.com
• Privacy questions about your order data: privacy@teleheal.com
• Legal notices: legal@teleheal.com

A postal address for HEAL will be listed here before the shop launches. Every inbox is read by a person, and none of them is monitored for emergencies.