Refund policy

Last updated: October 18, 2026

Everything we decorate is made to order for you, so this policy works a little differently from a typical store.

Decorated items

Because they carry your artwork, decorated items cannot be returned or exchanged for a change of mind, a wrong size ordered, or a design approved on the proof.

If something is wrong

If an item is defective, damaged in transit, or does not match the proof you approved (wrong product, color, placement or artwork), contact us within 7 days of delivery with your order number and photos. We will reprint the affected items at no cost or refund them, whichever you prefer.

Missed in-hands dates

If we miss an in-hands date confirmed in writing after proof approval, for a reason on our side, we refund the rush fee and the freight charge for that order.

How refunds are paid

Approved refunds go back to the original payment method, usually within 5–10 business days.

Contact

Call (929) 314-3253, 8am–10pm ET, or email orders@strattonmerch.com.