Last updated: May 1, 2026
Return window
You have 30 calendar days from the date you receive your item to request a return. The 30‑day period includes weekends and holidays.
Damaged or missing items
For damaged, defective, or missing items, please contact us within 7 calendar days of delivery so we can resolve the issue promptly.
Eligibility for return
To be eligible for a return, the item must be:
- Unused and in the same condition as when you received it
- In its original packaging (including all seals, boxes, and inserts)
- Returned for a quality‑related reason (defect, wrong item, damage) – however, we also accept returns for other reasons as long as the product remains unused and in its original packaging.
Items that cannot be returned
- Products that have been opened and used (unless defective)
- Final sale or clearance items (marked as such on the product page)
- Gift cards
How to start a return
- Email info@theordinary.sbs with your order number and the reason for return.
- We will reply with a prepaid return shipping label (free of charge).
- Pack the item securely in its original packaging and attach the label.
- Drop off the package at the carrier location indicated on the label.
Return shipping cost
Returns are free. We pay for the return label. No restocking fees apply.
Physical return address
Send all returns to:
11603 Sendera Lane, Richmond, TX 77407, United States
This is the same address as our business registration address. There is no public store at this location.
Refund processing time
After we receive and inspect the returned item, we process refunds within 1–2 business days. The refund is issued to your original payment method (credit card, debit card, or PayPal). Depending on your bank or card issuer, the refund may take 7–10 business days to appear on your statement.
Partial refunds
If an item is returned damaged, missing parts, or not in its original condition due to customer handling, we may issue a partial refund.
Exchanges
We do not offer direct exchanges. If you need a different item or size, please return the original item for a refund and place a new order separately.