Custom-decorated products are made specifically for you, so we aren't able to offer refunds in most cases. What we do promise is this: if something isn't right, we will work with you to find a solution. The best way to protect your order is to stay engaged at each step — especially when reviewing your mockup before production begins.

Order issues
Review your mockup carefully
Before we start production, our sales team will send you a mockup for approval. This is your most important checkpoint.
Check for
Spelling, sizing, colors, placement, and quantities — everything you care about.
Why it matters
Catching discrepancies at the mockup stage is always easier and faster than after production.
We won't begin production until you've given your approval. Take your time and look it over thoroughly.
Inspect when it arrives
Open your order as soon as it lands. If anything looks off — wrong colors, missing items, print quality issues — don't wait.
Report concerns within 5 business days
Contact your rep with photos and a description of the issue. The sooner we hear from you, the faster we can fix it.
We're focused on solutions
If there's a quality issue or an error on our end, reach out and we'll make it right. Here's how we handle the most common situations:
Misprint or defect
We'll reprint the affected items at no cost to you.
Shortage — before deadline
We'll reprint the missing items and get them to you in time.
Shortage — near deadline
We'll offer a store credit or a rush shipment — your choice.
Every situation is a little different. If something doesn't fit neatly here, just reach out — we'll assess it together and find the best path forward.
Changes & cancellations
Order changes
Plans change — we get it. Let us know as soon as possible if anything needs to be adjusted.
Early in production
We'll do our best to accommodate changes at little or no extra cost.
Later in production
Additional charges may apply depending on how far along the order is.
The earlier you reach out, the more we can do. Once production is underway, our options get limited fast.
Cancellations
If you need to cancel, contact your rep right away.
Before production
Cancellations may incur charges for materials or services already completed.
In production
Orders that have entered production cannot be canceled or refunded.
If you're on the fence, reach out before canceling — we may be able to pause, adjust, or find a workable option.

Have a concern about your order?
Reach out to your rep directly — we'd much rather talk it through and find a fix than leave you with something you're not happy with.

Get in touch