Refund policy

Returns, Refunds, and Custom Orders

Last updated: September 19, 2026

Custom embroidered and DTF-decorated items are made to order. Once a mock-up is approved and production has started, custom items are not eligible for return, exchange, or cancellation unless there is a production error caused by BIG BOYS EMBROIDERY.

If you need to cancel before production begins, contact us as soon as possible. Refund eligibility depends on the work already completed, including artwork review, digitizing, mock-up preparation, garment ordering, and setup.

If we made an error with your order, please contact us within 3 business days of delivery or pickup with your order details and clear photos. Depending on the issue, we may offer a correction, replacement, store credit, or refund.

Small variations in thread color, garment shade, placement, sizing, and stitching can occur with custom decorated apparel and are not considered defects.

Customer-provided garments are accepted only when approved in advance. We handle customer-provided items with care, but we are not responsible for manufacturer defects, incorrect sizing, prior wear, shrinkage, or damage that occurs because an item is unsuitable for decoration.

For help, email bigboysembroidery@gmail.com or call (909) 494-6314.