All products from Custom Tees Direct are custom-made to order
using digital printing technology. Because each item is produced specifically
for your order, our return policy differs from standard retail. We stand behind
our print quality and craftsmanship — if we made a mistake, we will make it right.
Due to the personalized nature of custom printed products, we cannot accept returns or exchanges for custom items unless they arrive damaged, defective, or contain a printing error caused by us.
We take full responsibility for manufacturing defects and printing errors on our end. If your order has an issue caused by us, here is what we offer:
-
Free Reprint — if your item has a manufacturing defect or printing error, we will reprint the affected items at no charge. This is our preferred resolution.
-
Store Credit — if a reprint is not possible or preferred, we will issue store credit for the full value of the affected items.
-
Partial Refund — at our discretion, we may offer a partial refund for minor defects that do not affect the usability of the item.
-
5-Day Claim Window — all claims for defects or printing errors must be submitted within 5 business days of confirmed delivery.
-
Photo Documentation Required — please include clear photos of the defect or error when submitting your claim for faster resolution.
Not covered: Customer-supplied artwork errors (spelling, resolution, colors), incorrect size selections, or design choices approved by the customer before production are not eligible for return or replacement.
For standard merchandise with pre-existing designs (as advertised on product pages), we accept returns within 30 days of delivery.
To be eligible for a return on standard merchandise, the following conditions must be met:
-
Unused & Unworn — item must be in its original condition, unworn, unwashed, and free from odors or stains.
-
Original Tags Attached — all original hang tags and labels must still be attached to the item.
-
Original Packaging — item must be returned in its original packaging in good condition.
-
Proof of Purchase — your order number or receipt is required to process any return.
-
Within 30 Days — return request must be initiated within 30 days of the confirmed delivery date.
The following items are not eligible for return or exchange under any circumstances:
Custom printed apparel with customer-supplied artwork errors.
Items that have been worn, washed, or altered in any way.
Items without original tags or packaging.
Digital products, templates, or design files.
Items returned after the applicable return window has closed.
Gang sheet DTF transfers once printed.
Sale or clearance items marked as final sale.
Follow these three steps to start your return or defect claim:
01
Contact Our TeamEmail [email protected] with your order number, reason for return, and clear photos of any defects or damage. Include "Return Request" in the subject line.
02
Receive AuthorizationOur team will review your request and respond within 2 business days with return authorization (RA number) and shipping instructions if applicable. Do not ship items without authorization.
03
ResolutionOnce your return is received and inspected (for standard merchandise), or your claim is approved (for custom items), we will process your refund, reprint, or store credit within 3–5 business days.
-
Refund Method — approved refunds are issued to the original payment method (credit card, PayPal, etc.) or as store credit at the customer's preference.
-
Processing Time — refunds are processed within 3–5 business days of approval. Additional time may be required by your bank or payment provider.
-
Store Credit — store credit is issued as a discount code with no expiration date and can be used on any future order.
-
Partial Refunds — if only part of an order is defective, the refund will be proportional to the affected items only.
-
Original Shipping — original shipping charges are non-refundable unless the return is due to our error.
-
Customer Responsibility — return shipping costs are the customer's responsibility unless the return is due to a manufacturing defect or our error.
-
Our Error — if the return is caused by a printing error or defect on our part, we will provide a prepaid return shipping label at no cost.
-
Trackable Shipping — we recommend using a trackable shipping method for all returns. We are not responsible for items lost in transit during return shipping.
-
Custom Items — custom printed items typically do not need to be physically returned. Photo documentation is sufficient for most defect claims.
Can I exchange my custom item for a different size?
Unfortunately, we cannot facilitate size exchanges for custom printed items due to the personalization process — each item is printed specifically for your order. We strongly recommend reviewing our size charts carefully before ordering. If you are unsure about sizing, contact us before placing your order.
How long does it take to receive my refund?
Approved refunds are processed within 3–5 business days after our team completes the review. Depending on your bank or payment provider, it may take an additional 2–7 business days to appear on your statement.
What if my item arrives damaged in shipping?
Contact us within 5 business days of delivery with photos of the damaged packaging and item. For shipping damage, we will prioritize reprinting your order at no additional cost or issue a full refund depending on your preference.
The colors look different than what I saw on screen. Can I return it?
Minor color variations between digital previews and physical prints are a normal characteristic of the printing process and are not considered defects. However, if the color difference is significant and clearly not what was shown in your design preview, please contact us with photos and we will review the situation.
I ordered the wrong size. What can I do?
Custom printed items cannot be exchanged for sizing issues as they are made to order. For future orders, we recommend consulting our detailed size charts or contacting us for guidance before ordering. Standard merchandise items can be exchanged for a different size within 30 days if unused.
Can I cancel my order after placing it?
Orders can be cancelled within 24 hours of placement if production has not yet begun. After production starts, cancellations are not possible. Contact us immediately at
[email protected] if you need to cancel.
