Returns & reprints

The short version

• Our mistake or a defect? We reprint it for free or refund you. Tell us within [N] days of delivery, with photos.
• Changed your mind, or ordered the wrong size? Custom printed items can't be returned or exchanged.
• Need to cancel? You can cancel for a full refund until we start production.

What counts as our mistake

We'll reprint or refund if your order arrives with any of these:

• A print that doesn't match the proof or mockup you approved (wrong art, wrong colors, wrong spot).
• A misprint, such as smudged, cracked, peeling or crooked printing.
• A damaged or defective garment, like holes, stains or bad seams.
• The wrong product, color, size or quantity compared with your order.

What isn't covered

• Sizing. Each brand fits a little differently, so check the size chart on the product page before you order. We can't exchange sizes on printed items. If you're unsure, order a sample first or ask us.
• Things you approved. Spelling, dates, names, numbers and layout are your responsibility once you approve the design or proof. Please check them carefully.
• Art quality. If you upload a low-resolution image, it may print blurry. The designer warns you when the resolution is low, and we'll reach out if we spot a problem, but we can't reprint for art quality you chose to go ahead with.
• Small color differences. Screens show colors differently, and ink looks a bit different on different fabrics. Small variations between the screen and the shirt, or between print runs, are normal.
• Small placement differences. Prints are placed by hand and may vary by up to about [1/2] inch from the mockup.
• Wear and washing. Damage from washing, drying, ironing or wear. Follow the care label (wash inside out in cold water, tumble dry low).
• Shipping delays caused by the carrier, or a wrong address you gave us.

How to report a problem

1. Email team@merchcamel.com within [N] days of delivery. Include your order number.
2. Send clear photos of the problem, plus a photo showing how many items are affected (laid out together is great).
3. Please don't wash, wear or alter the items. Keep them until we've sorted it out. We may ask you to send them back, and if so we'll pay for the return shipping.

We'll reply within [N] business days. If it's our mistake, we'll reprint the affected items and ship them free, or refund what you paid for them if you prefer or a reprint won't arrive in time. We reprint or refund only the affected items, not the whole order.

Reports after [N] days are hard for us to fix, but get in touch anyway and we'll do what we can.

Cancelling or changing an order

• Before production starts: you can cancel for a full refund or change your sizes, quantities or design. Email us as soon as you can.
• After production starts: blanks have been ordered and printing has begun, so we can't cancel or change the order. [Optional: or a [N]% fee to cover blanks and setup.]

Refunds

Refunds go back to your original payment method. Once we issue one, it usually shows up within 5 to 10 business days, depending on your bank. Any sales tax you paid on refunded items is refunded too.

Lost or damaged packages

If tracking says your package was delivered but you can't find it, or it arrives damaged, email us within [N] days of the delivery date and we'll work with the carrier to sort it out.

This policy is part of our terms of service.