Refund policy

Last updated: October 22, 2026

At TextOnShirt.com ("TextOnShirt," "we," "us"), every item is customized and made to order. Because of this, our return policy is based on common print-on-demand standards used by our fulfillment partner Printify—including how quality issues, damaged items, and shipping problems are handled. (Printify Help Center)

1) All Sales Are Final for Customized Items

Since your products are custom-made specifically for you, we do not accept returns or exchanges for:

  • Ordering the wrong size, color, or style
  • Buyer's remorse or a changed mind
  • Typos, spelling, punctuation, or formatting errors in the text you submitted
  • Preference-based reasons (e.g., you "expected it to look different" without a defect)

Printify does not provide a return address or accept returns for fulfilled print-on-demand orders, so we do not process standard "send it back" returns. (Printify Help Center)

2) We'll Make It Right for Quality Issues (Damage, Defects, Misprints, Wrong Item)

If your order arrives damaged, defective, misprinted, or materially different from what you ordered (e.g., wrong product, size, or color), contact us and we'll work with Printify to resolve it.

Deadline: Please notify us within 30 days of delivery. (Printify Help Center)

What we need from you:

  • Your order number
  • A short description of the issue
  • Clear photos of:
    • the product showing the problem, and
    • the packaging (including any visible damage) and the shipping label

Printify's process requires photo evidence and issue reporting within the 30-day window.

Resolution: When eligible, we will provide either:

  • a free replacement (reprint), or
  • a refund (or store credit), at our discretion based on the situation.

2a) Orders Placed by You or by an AI Shopping Agent

These rules apply the same way whether you placed the order yourself or an AI shopping assistant (such as ChatGPT) helped you build the cart:

  • Misprints and defects: if we or our print partner made a mistake, we will reprint or refund the item, no matter who placed the order.
  • Custom text you confirmed: every purchase is confirmed by a person on our checkout, and the exact custom text is approved in our customizer preview. Custom text confirmed that way is final sale.
  • Goodwill for agent typos: if an AI agent entered the text wrong and it was confirmed anyway, contact us and we'll offer a discounted reprint as a courtesy.

3) Lost Packages / Not Delivered

If your package appears lost in transit or never arrives:

Deadline: Report it to us within 30 days of the estimated delivery date.

What we may do: In most cases, Printify's standard approach is to issue a replacement for confirmed lost-in-transit packages (unless a refund is specifically requested or more appropriate).

"Delivered" but not received: If tracking shows "delivered," we may ask you to:

  • confirm the shipping address,
  • check with household members, neighbors, or building staff, and
  • contact the carrier for additional details.

If carrier tracking confirms the order was delivered to the correct address, a replacement or refund may not be available.

4) Returned to Sender / Undeliverable / Unclaimed

If a package is returned due to an incorrect or incomplete address, refusal, or failure to claim or pick up:

  • We can help you place a replacement order, but additional shipping and/or production costs may apply.
  • Please contact us as soon as you notice the return or issue so we can advise the best next step.

These situations are treated differently than defects because they are not production errors.

5) Cancellations & Order Changes

You can cancel or edit your order free of charge until we approve it for production in Printify. Contact us as soon as possible at the email below. Once an order has been approved for production, it can no longer be canceled or changed.

6) Marketing Use of Products

By placing an order, you agree that TextOnShirt may use images of your finished product (including the custom text printed on it) and any content you publicly share or tag us in for marketing, advertising, and social media purposes. Full terms are in our Terms of Service.

7) How to Request Help

Email us with your order number and photos (if applicable):

Support Email: tex@textonshirt.com
Hours: 9am – 5pm CST, Monday through Friday

We aim to respond within 1–2 business days.

8) Production & Shipping

Orders are produced in 3–5 business days before shipping. Orders of $99 or more ship free by ground to the contiguous US (Lower 48). See our Shipping Policy for details.