Refund policy

Refund Policy

Effective as of 01/01/2025
Operated by US Merch Group

Thank you for shopping with us. We truly appreciate your support and want to ensure you're informed about our policies before and after placing an order. Since everything we produce is made to order, our refund and return practices are a bit different from traditional retailers.

Why We Don’t Accept Returns or Exchanges

Every item in our store is printed or produced only after an order is placed, which allows us to reduce waste and offer a wide variety of custom designs. Because of this made-to-order model, we are unable to accept returns or exchanges in the following situations:

  • You ordered the wrong size
  • You changed your mind about the purchase
  • You selected the wrong item, color, or quantity
  • You entered an incorrect shipping address at checkout

Please take a moment before placing your order to double-check:

  • Sizing charts and fit information
  • Product style, color, and quantity
  • Shipping address and contact details

If you need help before placing your order, feel free to contact us — we’re happy to assist.

If Your Order Arrives Damaged, Defective, or Incorrect

If you receive an item that is damaged, misprinted, or not what you ordered, we’ll make it right. To request a replacement, please email us within 7 days of receiving your order with:

  • A brief description of the issue
  • One or more clear photos showing the problem
  • Your order number or the name/email used at checkout

Once reviewed and approved, we’ll issue a replacement at no cost to you. In most cases, you won’t need to return the original item.

Shipping Issues & Delivery Problems

We rely on third-party shipping carriers to deliver your orders and cannot control delays once an order has left our facility. Here's what you should know:

  • If your tracking says “Delivered” but you haven’t received the package:
    • Check with neighbors, a leasing office, building manager, or your local post office
    • Sometimes packages are scanned prematurely or left in a secure location nearby
  • If you still can’t locate it after 48 hours:
    • Contact the carrier first to file a claim or inquiry
    • Reach out to us and we’ll do our best to assist with next steps

Please note: We are not responsible for stolen packages or delivery errors made by the shipping carrier, but we’re always here to help where we can.

Refunds

Because each product is custom-made, refunds are not issued in most cases. However, refunds may be considered under the following circumstances:

  • An item is out of stock and cannot be fulfilled
  • A defective item cannot be replaced
  • A duplicate order was placed by mistake and not yet fulfilled

If a refund is approved, it will be returned to your original payment method within 5–10 business days, depending on your bank or credit card provider.

Order Cancellations & Changes

Orders move into production quickly, so we are not able to cancel or change orders once they have been submitted. If you made a mistake and contact us immediately, we may be able to stop the order before it begins production — but this is not guaranteed.

Need Help?

If you’re unsure whether your situation qualifies for a replacement or need help figuring out what to do next, we encourage you to reach out. We’re here to help and happy to walk through your options.

Email: support@usmerchgroup.com
Mailing Address:
US Merch Group
567 S Melrose St.
Placentia, CA 92780
United States