Returns, Refunds & Reprints
We'll take care of your issues
Our commitment
Every Merchconnect order is custom-made for you. Because of that, we handle returns a little differently than an off-the-shelf retailer would — but our goal is always the same: if we got something wrong, we'll make it right.
What we'll always reprint or refund
If the problem is on our end, we own it, no hassle:
Damaged or stained items
Damaged or defective prints
The wrong item or wrong order delivered
For any of these, contact your account manager with photos (see below) and we'll arrange a reprint or refund.
What's part of custom decoration
Custom printing and embroidery are handmade processes, so some natural variation is expected. These aren't defects, and we disclose them up front so there are no surprises:
01
Color variation.
Digital mockups are on-screen representations, not exact matches. Screen and thread colors may vary slightly from what you see on your monitor.
02
Placement tolerance.
Minor variation in print or stitch placement (up to 0.5 inches) is normal in custom decoration.
03
Mockup vs. final product.
Mockups are digital previews, not physical samples. The finished product may differ slightly in feel, drape, and finish.
04
Embroidery texture.
Slight distortion can occur when stitching onto certain fabrics, especially stretch or textured materials.
If you'd like to see how a design will look before a full run, ask your account manager about a sample or pre-production proof.
Shipping issues
Once your order leaves our facility, it's in the carrier's hands. Shipping delays, losses, or in-transit damage are outside our control — but you're not on your own. If something goes wrong in transit, contact your account manager and we'll help you file the carrier claim and work toward a resolution.
How to start a return or refund
Contact your account manager, or submit the Support Request form. They'll guide you through the process from there.
