Free shipping on orders of $200 or more.

Custom Order

Return/Replacement/Refund Policy

If for any reason you are not satisfied with your order, please reach out—we review every request on a case-by-case basis to ensure a fair resolution.

To request a refund, replacement, or support, please submit a Refund/Replacement Request Form  within 30 days of receiving your order.

To help us resolve your request quickly, please include:

  • Name on the order
  • Order number
  • Detailed description of the issue
  • Clear photos showing the problem
  • Your preference (replacement or refund)

What We Cover (Eligible Cases)

Our 30-day policy covers the following:

  1. Incorrect item or size received
  2. Item differs from the approved design, description, or customization details

If your claim is approved, you may not be required to return the original item.

Important Custom Order Disclaimer

Because all items are custom-made and approved prior to production:

  • We are not responsible for customer-provided errors, including:
    • Spelling or grammatical mistakes
    • Low-quality or incorrect images
    • Incorrect size, color, or customization selections
  • Once a design is approved, it is considered final and cannot be disputed for design-related issues.
Non-Eligible Situations

Refunds or replacements will not be issued in the following cases:

  1. Requests made after the 30-day window
  2. Incorrect information provided by the customer (size, address, customization details)
  3. Damage caused by misuse, improper care, or normal wear
  4. Items that have been worn, washed, or altered
  5. Orders marked as delivered but lost or missing due to carrier issues
  6. Change of mind after the 24-hour cancellation window ( Modifications and Cancellations Policy)
  7. Orders cancelled due to lack of approval after 10 business days (Modifications and Cancellations Policy)
  8. Items purchased during sales or promotional events
  9. Digital products, which are non-refundable
Refunds (If Approved)
  • Full refunds are only issued if no work has been started
  • If work has begun (design, digitizing, or production), refunds will follow our $10 or 20% (whichever is greater) deduction
  • Approved refunds are issued to the original payment method

Agreement

By placing an order, you agree to this policy along with our Modifications and Cancellations Policy and Custom Embroidery Process, including approval requirements and timelines.

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