Last updated: 6/12/2026
Our products are custom decorated to your order. Because each item is made specifically for you, our return and refund rules are different from those of a standard retail store. Please read this policy before you place your order.
All Sales Are Final Once Production Begins
Once an order has entered production, all sales are final. Custom decorated items cannot be returned or refunded after production begins, because they are made specifically for you and cannot be resold.
Production begins after you approve your proof. Repeat orders may not require a proof step. Items that have a generated virtual product using client approved artwork may not require a proof step. The only exceptions to this rule are defective items and errors on our part, which are covered below.
Canceling Before Production
You may cancel an order before it enters production. If you cancel before production begins, we will refund your payment minus any art, setup, or other work already completed on your order.
To cancel, contact us as soon as possible. Once you have approved your proof and production has started, the order can no longer be canceled.
Proof Approval
For quoted orders, we provide a digital proof for your review before production. Production is based on the proof you approve.
By approving a proof, you confirm that the spelling, layout, colors, sizing, and placement are correct. Errors that were present in a proof you approved are not eligible for a refund or replacement. Please review your proof carefully before you approve it.
Defective Items and Our Errors
If your order arrives defective, or if we made an error in producing your order, we will make it right. After the items are returned to us, we will provide a replacement or reprint, or issue a refund.
To qualify, the issue must be a defect or an error on our part, not damage caused after delivery, normal wear, or an error that was present in an approved proof. Slight variations that are normal to custom decoration, such as minor differences in color or placement or size, are expected and are not considered defects.
How to Report a Problem
If there is a problem with your order, contact us within 5 business days of the delivery date. Reports made after 5 business days may not be eligible.
When you contact us, please include:
- Your order number
- A description of the problem
- Photos of the items and the issue
- Photos of the packaging if the order arrived damaged
Please keep the original items and packaging until your issue is resolved.
Return Process
For approved defect and error claims, we will give you return instructions and a return address. Items must be returned before a replacement, reprint, or refund is issued.
Please do not send items back without contacting us first. Returns sent without prior approval may not be processed.
How Refunds Are Issued
Approved refunds are issued to the original payment method used for the order. After we receive and inspect the returned items and approve the refund, please allow 5 business days for the refund to appear, depending on your bank or card issuer.
We will notify you once your refund has been processed.
What Is Not Eligible
The following are not eligible for return or refund:
- Custom decorated items after production has begun, except for defects or our errors
- Errors that were present in a proof you approved
- Minor variations that are normal to custom decoration
- Damage caused after delivery or by normal use
- Change of mind on a completed custom order
Questions
If you have any questions about this policy or a problem with your order, contact us.