Ready-made checkout terms
The product listing, checkout disclosures, receipt, and shipping messages identify the purchased item and the terms presented with it.
Shipping & returns
Clear expectations before and after the package moves.
Shipping, delivery, cancellation, return, exchange, and refund details can differ between ready-made products and custom work. Start with the terms shown at checkout or confirmed with your order, then use this page for the path forward.
Effective and last updated: July 18, 2026
What controls your order
Custom-order documents
The accepted quote, invoice, artwork approval, production approval, and order confirmation control the custom order where they are more specific.
Non-waivable consumer rights
Nothing on this page removes remedies that cannot legally be excluded for damaged, defective, misdescribed, or nonconforming products.
Understanding an arrival estimate
Making time and carrier time are two different clocks.
A carrier estimate begins after an order is ready and handed off. Custom work may also require design review, artwork approval, garment confirmation, production, and payment before shipping can begin.
Clock one
Order preparation or production
Picking and packing for ready-made items—or confirmation and making for custom work.
Clock two
Carrier transit or pickup
The delivery movement or pickup arrangement after the order is ready.
The full picture
Estimated time to receive the order
The estimate is not guaranteed unless it is expressly confirmed in writing.
If the order is tied to an event, share both the event date and the earlier date the items are needed in hand. A preview, form submission, or carrier estimate does not reserve production time or guarantee arrival.
Two different policy paths
Ready-made and custom orders are not interchangeable.
Use the terms attached to your type of order before requesting a cancellation, return, exchange, or refund.
Ready-made shop orders
The product already existed when you selected it.
Eligibility depends on the product, condition, order status, and the terms shown at checkout or in the confirmation.
- Request a change or cancellation as soon as possible.
- Do not mail an item back until return instructions are confirmed.
- Keep the item unworn, unwashed, unaltered, and with its packaging or tags while eligibility is reviewed, when reasonably possible.
- Exchange options depend on current inventory.
- Return shipping, inspection, and refund terms are provided with the approved return instructions.
Custom & personalized orders
Materials and production may be committed to your approved details.
Cancellation, change, return, or exchange eligibility can become limited after artwork approval, material commitment, personalization, or production begins.
- A submitted form alone is only an order request.
- Review spelling, dates, names, sizes, quantities, colors, artwork, and placement carefully before approval.
- Request any change immediately and identify the approved order version.
- Reasonable handmade pattern and color-placement variation is expected.
- Rights for damaged, defective, or materially nonconforming goods remain subject to applicable law and the written order.
When delivery does not go as expected
Keep the evidence and send one complete report.
Do not wash, alter, repair, discard, or return an affected item before documenting it and receiving instructions.
Tracking is delayed or says delivered
Review the carrier record and confirm the delivery address, safe locations, household members, building staff, or neighbors as appropriate.
- Order number
- Tracking number
- Carrier’s latest status
- Locations already checked
The package or item is damaged
Keep the item, mailer or box, packing material, shipping label, and garment tags while the issue is reviewed.
- Photo of the full item
- Close-up of the damage
- Packaging and label photos
- Description of the condition on arrival
The item is missing or incorrect
Compare what arrived with the confirmation or approved custom-order details before reporting the difference.
- Order number
- Packing slip, if included
- Photos of everything received
- Exact item or quantity expected
The return-request path
Request first. Ship only after instructions.
Sending an item back without authorization does not guarantee acceptance, exchange, credit, or refund.
Review the order terms
Check the product listing, checkout disclosure, receipt, and any custom-order documents.
Send the request
Provide the order number, reason, requested resolution, item condition, and helpful photos.
Wait for eligibility and instructions
If approved, follow the stated deadline, packaging, address, label, tracking, and shipping directions.
Inspection and resolution
An approved return is inspected before the confirmed exchange, credit, refund, or other remedy is completed.
Refund availability, deductions, original shipping, return shipping, processing, and payment-provider timing depend on the approved return terms and applicable law.
Common shipping and return questions
Find the policy attached to your actual order.
Where can I see available shipping methods and costs?
Available destinations, methods, and charges are presented at checkout for ready-made orders or confirmed in the written custom-order documents. Options can vary by product, address, quantity, and timing.
When will my order ship?
Use the timing shown in the checkout or written order confirmation. Preparation or production time happens before carrier transit. Estimates are not guarantees unless expressly confirmed in writing.
Can I change the delivery address?
Request the change immediately. An address change is not effective until confirmed and may be unavailable after fulfillment or carrier handoff. Additional carrier or rerouting charges may apply where permitted.
What if tracking says delivered but I cannot find the package?
Confirm the address and review the carrier’s delivery record. Check appropriate safe locations, household members, building staff, or neighbors. Then use Order Help with the order and tracking numbers and the locations already checked.
Can I cancel before the order ships?
Ask as soon as possible. A request is not approved until confirmed. Eligibility depends on the order status, whether it is ready-made or custom, material commitments, production stage, and the cancellation terms presented with the order.
Are custom or personalized items returnable?
Eligibility may be limited after artwork approval, personalization, material commitment, or production. Review the accepted custom-order documents. Rights for damaged, defective, misdescribed, or materially nonconforming goods are not removed where law prohibits that.
Is handmade variation a defect?
Reasonable variation in color distribution, saturation, texture, and pattern placement is part of handmade production and is not by itself a defect. If the item materially differs from the approved direction, document it with clear photos.
Should I mail an item back immediately?
No. Contact support first and wait for eligibility confirmation and instructions. An unapproved return may be refused, delayed, or ineligible for a refund or exchange, subject to applicable law.
When will an approved refund appear?
A refund may require receipt and inspection of the approved return. After it is issued, the time to appear depends on the original payment method, payment provider, and financial institution.
What should I include in a shipping or return request?
Include the order number, name and email used, tracking number when relevant, item condition, clear description, requested resolution, and photos of the product, packaging, shipping label, and affected area when helpful. Do not send full payment-card information.
Need help with a specific order?
Bring the order number, tracking, and the clearest version of what happened.
Use Order Help for the information checklist, then send one complete message through Contact. Keep affected items and packaging until instructions are confirmed.
