Return and Refund Policy

1. Custom Orders Return Policy Overview

Since all our products are custom-made to your specifications, returns and exchanges are handled differently than standard retail merchandise. Please note the following key points:

• All sales of custom-printed items are generally considered final once production begins.
• We do not accept returns based on buyer's remorse or change of mind.
• We do accept returns and provide remedies for products with verifiable defects or errors.
• All return requests must be submitted within 7 calendar days of receiving your order.

2. Situations Eligible for Returns or Refunds

2.1 Production Errors

We will accept returns or provide appropriate remedies in the following situations:

• Printing Errors: If the printed design differs from the approved digital proof in terms of colors, placement, or content.
• Incorrect Items: If you receive items that differ from what was ordered (wrong style, color, or size).
• Manufacturing Defects: If items have manufacturing defects such as improper stitching, fabric flaws, or printing defects (cracking, peeling, or fading upon first wash when care instructions were followed).
• Quantity Errors: If you receive an incorrect quantity of items.

2.2 Shipping Damage

If your order arrives damaged due to shipping, we will work with you to resolve the issue. Please note:

• You must report shipping damage within 48 hours of delivery.
• Photographic evidence of the damaged packaging and products will be required.
• We may file a claim with the shipping carrier on your behalf.

3. Situations Not Eligible for Returns

The following situations are not eligible for returns or refunds:

• Approved Designs: Once you have approved a digital proof, we cannot accept returns based on design preferences or layout changes.
• Slight Variations: Minor variations in color between the digital proof and printed product are normal and not considered defects. Screen colors may differ slightly from printed results.
• Sizing Issues: If you selected the size and the garment matches the size chart provided, we cannot accept returns for size-related issues. We recommend reviewing our size charts carefully before ordering.
• Customer-Provided Artwork Issues: Quality issues resulting from low-resolution or otherwise unsuitable customer-provided artwork that was used despite our recommendations.
• Normal Wear and Tear: Deterioration of print quality due to normal wear and tear or improper care (not following the provided care instructions).

4. Return Process

4.1 How to Request a Return

If you believe your order qualifies for a return or refund, please follow these steps:

1. Contact our customer service team within 7 days of receiving your order by email at aleenabender@shirtshopetc.com or by phone at (302) 715-5634.
2. Provide your order number, a detailed description of the issue, and clear photographs showing the problem.
3. Our team will review your request and respond within 2 business days with next steps.
4. If your return is approved, you will receive return shipping instructions.

4.2 Return Inspection

All returned items undergo inspection upon receipt. Please note:

• Items must be returned in their original condition, unworn (except for trying on), unwashed, and with all tags attached.
• Items showing signs of wear, washing, or alteration may not qualify for a refund.
• We reserve the right to reject returns that do not meet our return criteria.

5. Remedies for Valid Returns

5.1 Available Remedies

For valid return claims, we offer the following remedies at our discretion:

• Reprint: We will reprint and replace the defective items at no additional cost.
• Partial Refund: In some cases, we may offer a partial refund if the issue is minor but still impacts the product's usability.
• Full Refund: In cases of significant defects or errors on our part, we may issue a full refund.
• Store Credit: We may offer store credit for future orders as an alternative to monetary refunds.

5.2 Refund Processing

If a refund is approved, please note:

• Refunds will be processed to the original payment method used for the purchase.
• Processing time is typically 5-10 business days after we receive and inspect the returned items.
• Shipping costs are only refunded if the return is due to our error.
• Original shipping charges are non-refundable for all other return reasons.

6. Rush Orders and Large Volume Orders

Special considerations apply to rush orders and large volume orders:

• Rush Orders: Due to the expedited production timeline, rush orders receive the same quality checks but must be inspected by the customer immediately upon receipt. Return requests for rush orders must be submitted within 48 hours of delivery.
• Large Volume Orders (50+ items): For orders exceeding 50 items, we strongly recommend ordering a single sample item for approval before proceeding with the full production run. This helps ensure your satisfaction with the final product and minimizes the need for large-scale returns.

7. Cancellation Policy

7.1 Order Cancellation Timeframe

You may cancel your order without penalty under the following conditions:

• Cancellation requests received before we send you a digital proof for approval will be fully refunded.
• Cancellation requests received after proof approval but before production begins may be subject to a design setup fee (typically 15-25% of the order value).
• Orders cannot be cancelled once production has begun.

7.2 How to Cancel an Order

To cancel an order, please contact us immediately by phone at (302) 715-5634 or by email at aleenabender@shirtshopetc.com with your order number and cancellation request.

8. Quality Guarantee

We stand behind the quality of our products and printing services. All our custom printed apparel comes with a 30-day quality guarantee against manufacturing defects under normal use. This guarantee covers:

• Premature fading, cracking, or peeling of prints when care instructions are followed
• Seam failures and other manufacturing defects

This guarantee does not cover damage resulting from improper care, accidents, or normal wear and tear.

9. Contact Information

If you have any questions about our Return and Refund Policy, please contact us:

• Email: aleenabender@shirtshopetc.com
• Phone: (302) 715-5634
• Address: The Shirt Shop, Etc., 12532 Taylor Mill Rd, Laurel, DE, 19956-2716, United States

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM Eastern Time.

10. Policy Updates

We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following any changes indicates your acceptance of the revised policy.