Returns & Refunds
Every product in your program is made to order — custom-produced the moment your purchase is placed. Nothing sits on a shelf. Because of this, we don't accept returns for change of mind or sizing mistakes. What we do promise is simple: if something arrives wrong, damaged, or doesn't meet our quality standard, we will make it right.
We'll always fix these.
If your order arrives with a manufacturing defect, a misprint, or visible damage, we'll fix it at no cost to you. Our team will review your claim and — once confirmed — send a complimentary replacement as quickly as possible.
If a replacement isn't practical or you simply can't wait, just say the word and we'll issue a full refund instead.
- Open your order confirmation email and tap the tracking link.
- On your order page, use "Request a refund" and select "Arrived damaged."
- Attach a clear photo of the issue and add any details in the note field.
- We'll reply within 1–2 business days and confirm your reprint or refund.
If your tracking stops updating, your order goes missing, or it's significantly past the estimated delivery date with no sign of it, we'll investigate with the carrier and sort it out.
- Open your order confirmation email and tap the tracking link.
- On your order page, use "Request a refund" and select "Never arrived".
- We'll investigate with the carrier and confirm a reprint or full refund by email within 1–2 business days.
If the package comes back to us.
If an order is returned because the shipping address entered at checkout was incorrect, incomplete, or undeliverable — or because the recipient refused the delivery — we're unable to cover the cost of a replacement.
In these cases the returned item is safely disposed of, and a new order will need to be placed at full cost with the correct address.
Outside our policy.
Because every product is made specifically for you at the time of purchase, we can't accept returns or offer exchanges for change of mind or sizing mistakes.
Printing is a technical process and 100% colour consistency cannot be guaranteed across every order. Small differences can occur due to factors like machine type, ink levels, paper stock, humidity, and how your screen is calibrated.
Minor variations that fall within normal production tolerance are not eligible for a refund or reprint. If you feel the variation in your order is significant and beyond what's reasonable, email us with a photo and we'll take a look.
The 30-day window applies to everything.
All claims — whether for damage, a missing order, a print error, or a return — must be submitted within 30 days of your delivery date (or estimated delivery date for lost orders). We're unable to process claims after this window closes, so please don't wait.
At a glance.
| Situation | Covered? | Deadline |
|---|---|---|
| Damaged or defective item | Yes — reprint or refund | 30 days from delivery |
| Print error or wrong item received | Yes — reprint or refund | 30 days from delivery |
| Order lost in transit | Yes — reprint or refund | 30 days from est. delivery |
| Returned — wrong address or refused | Not covered | — |
| Minor colour or print variation | Not covered | — |
| Wrong size ordered | Not covered | — |
| Change of mind | Not covered | — |
Need to file a claim?
The fastest way is through the tracking link in your order confirmation email — open your order page and tap "Request a refund." Our team will reply within 1–2 business days.
Lost your confirmation? Email help@yourcustommerch.ca with your order number and we'll resend a new tracking link.