Return & Refund Policy

Last Updated: August 21, 2026

Custom 2 Wear LLC produces embroidered, printed, and otherwise decorated apparel specifically for each customer. Because custom products cannot normally be resold, returns and exchanges are handled differently from standard retail merchandise.

This policy explains when custom apparel may be replaced or refunded, what is considered a production error, how approved artwork affects eligibility, and how returns of non-customized merchandise are handled.

Custom-Decorated Products Are Final Sale

Custom embroidered, printed, personalized, or otherwise decorated products are made specifically for your order and are therefore generally not eligible for return, exchange, or refund unless there is a verified production error, defect, damage, or incorrect item supplied by Custom 2 Wear.

Subject to applicable law, we cannot normally accept returns or exchanges resulting from:

• Incorrect garment sizes selected by the customer
• Change of mind or buyer’s remorse
• Preference for a different garment style or color after production
• Spelling, wording, artwork, orientation, or placement approved by the customer
• Customer-supplied artwork that reproduces as expected but does not meet the customer’s subjective expectations
• Minor differences between an electronic mockup and the appearance of embroidery or printing on an actual garment

Please review garment sizing, colors, decoration choices, artwork, spelling, and any supplied proof carefully before approving your order for production.

Artwork Proofs and Customer Approval

When an artwork or placement proof is provided, it is intended to confirm the design, spelling, general placement, orientation, and layout before production.

Once a proof has been approved, Custom 2 Wear is not responsible for errors or preferences that were visible in the approved proof, including customer-approved spelling, artwork, orientation, or placement decisions.

Electronic proofs are visual representations. Embroidery thread, printed ink or transfer colors, garment texture, fabric movement, and physical decoration size can appear somewhat different from a digital mockup viewed on a monitor or phone.

For more information about proofs, artwork preparation, embroidery, printing, and decoration locations, please review our Artwork, Setup & Decoration Policy.

Production Errors, Defects or Incorrect Items

If an item arrives with a clear production defect, incorrect decoration, or another error attributable to Custom 2 Wear, please notify us within 7 days of delivery.

Examples may include:

• A product style different from what was ordered
• An incorrect garment color or size supplied by us
• Decoration materially different from the approved artwork or order
• A manufacturing defect that materially affects the use of the garment
• Missing items from the shipment

To report an issue, email support@custom2wear.com and include:

• Your order number
• A description of the problem
• Clear photographs showing the affected item or items
• A photograph of the shipping package when relevant

We will review the information and normally respond within approximately two business days with next steps.

How Approved Claims Are Resolved

If we determine that Custom 2 Wear is responsible for a production error, defect, incorrect item, or other covered issue, we may provide an appropriate remedy such as:

• A corrected replacement
• Replacement of the affected portion of the order
• A refund for the affected item or items
• Another mutually appropriate resolution

The appropriate remedy depends on the nature of the issue and the affected order.

Shipping Damage

If a package appears to have been damaged during transportation, please contact us within 3 days of delivery.

Please retain the merchandise, shipping box, packaging materials, and shipping label while the issue is being reviewed.

Send your order number and photographs showing:

• The damaged merchandise
• The exterior shipping carton
• Any visible damage to the packaging
• The shipping label when requested

This information may be needed to document a claim with the shipping carrier.

For additional delivery information, please review our Shipping Policy.

Garment Size and Fit

Because decorated merchandise is produced specifically for your order, we cannot normally exchange custom garments because the customer selected an incorrect size.

Garment sizing can differ between manufacturers and styles. Please review the product’s available sizing information before ordering.

If you are ordering uniforms or apparel for a group and are uncertain about sizing, please contact us before placing the order.

Garment and Decoration Variations

Small variations can occur in apparel manufacturing and custom decoration and are not necessarily defects.

Examples may include minor differences in:

• Garment color between production batches
• Fabric texture or garment dimensions within normal manufacturing tolerances
• Embroidery texture and thread appearance
• Exact decoration position caused by garment construction
• Printed or embroidered colors compared with colors displayed on a monitor

A digital mockup is intended as a visual guide and cannot perfectly reproduce the appearance and texture of a finished embroidered or printed garment.

Non-Customized or Blank Merchandise

If you purchase a non-decorated blank garment directly from Custom 2 Wear, it may be returned within 14 days of delivery when it is:

• New and unused
• Unwashed
• Unworn other than reasonable inspection
• Returned with applicable original tags and packaging

Return shipping for eligible blank merchandise is the customer’s responsibility unless the item was incorrect, damaged, or defective when received.

A 15% restocking fee may apply to returned blank merchandise.

Contact support@custom2wear.com before returning any merchandise so we can provide Return Authorization instructions.

Returns Without Authorization

Please do not send products back to Custom 2 Wear without prior authorization.

Returns received without a Return Authorization, outside the applicable return period, or that do not meet the requirements of this policy may be refused or returned to the sender at the customer’s expense.

Refund Processing

When a refund is approved, it will normally be issued to the original payment method.

Please allow up to 7 business days after approval for Custom 2 Wear to process an approved refund. Your bank or payment provider may require additional time before the credit appears in your account.

Shipping charges are not normally refundable unless the refund results from an error for which Custom 2 Wear is responsible.

Order Changes and Cancellations

Because custom orders may enter artwork preparation, garment procurement, or production shortly after they are placed, cancellation or modification is not guaranteed.

If you need to change or cancel an order, contact us immediately.

If production or garment procurement has already begun, some or all costs already incurred may be non-refundable. We will review the status of the order before confirming whether a cancellation or change is possible.

Questions or Return Requests

If you believe there is a problem with your order, contact us before returning anything.

Email: support@custom2wear.com
Contact: Contact Custom 2 Wear

Please include your order number whenever possible so we can locate the order quickly.

Return Policy Frequently Asked Questions

Can I return custom embroidered or printed apparel?

Custom-decorated merchandise is generally final sale because it is produced specifically for your order. Returns, replacements, or refunds may be available when there is a verified production error, defect, damage, or incorrect item supplied by Custom 2 Wear.

What if Custom 2 Wear made a mistake on my order?

Please report production errors, defects, or incorrect items within 7 days of delivery. Include your order number, a description of the issue, and clear photographs. After review, we may provide a replacement, refund, or another appropriate resolution.

Can I exchange a custom shirt because I ordered the wrong size?

Normally, no. Custom-decorated products cannot usually be exchanged because of a size selected incorrectly by the customer. Please review the garment’s sizing information before ordering.

What if the finished embroidery looks slightly different from the digital mockup?

Electronic mockups are visual representations. Thread texture, garment fabric, physical embroidery dimensions, and colors displayed on a screen may cause the finished decoration to appear somewhat different from the digital proof. Minor differences of this nature are not necessarily production defects.

How quickly should I report shipping damage?

Please report damage that appears to have occurred during shipping within 3 days of delivery and retain the merchandise and original packaging while the claim is reviewed.

Can I return blank apparel?

Eligible non-customized blank garments may be returned within 14 days of delivery when they are new, unused, unwashed, and otherwise meet the requirements of this policy. A 15% restocking fee may apply.

Should I mail a return directly to Custom 2 Wear?

No. Contact Custom 2 Wear first and obtain return instructions before sending merchandise back.

How long does an approved refund take?

Approved refunds are normally processed by Custom 2 Wear within 7 business days. Your bank or payment provider may require additional time before the credit appears in your account.