Refund policy

We have a 14-day return policy, which means you have 14 days from the date you receive your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@totallycustomtees.com. Please note that returns must be sent to the following address: 3434 N. Pacific Hwy., Medford, OR 97501 

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@totallycustomtees.com.


Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. As above, your item must be in the same condition as when you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@totallycustomtees.com.

Refund & Return Policy

DATE OF LAST UPDATE:  April 19, 2026

Totally Custom Tees has a 14-day return policy for non-custom or personalized products, meaning you have 14 days after purchase to request a return. We request that you contact us within 3 days of delivery.

Refunds on Custom Products (such as special orders or personalized items):
Unfortunately, because products are custom-made for each order, we are unable to offer refunds once an item has entered production. We will replace an item if it is found to have had a fault during the manufacturing process.

  • We will not refund or exchange pieces where details are entered incorrectly (ie:  typos). Please be careful and check the details you enter when ordering.
  • Refunds will not be given for purchases that are lost or damaged in transit. Because the product is outside our control, we will only replace lost or damaged pieces. Upon notification that the product has been lost, we will immediately issue a replacement piece to be sent to you.

PLEASE NOTE: Custom items are made to order, so please allow 3-5 days for production and a further 2-3 days for shipping (domestic). In rare extra-large orders, it could take longer, and we will reach out in that case. 

Returns:
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we are unable to offer you a refund or exchange.

  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • We do not accept returns on print-on-demand pieces unless there is a defect. Given that these are made to order, we cannot resell them, hence we cannot return them due to a change of mind or any other circumstance

Additional non-returnable items:
Gift cards are considered non-returnable items. 

The Return Process: 
To start a return, please contact us at support@totallycustomtees.com first. 

  • We require a receipt or proof of purchase.
  • Please mail your returned product to Totally Custom Tees. 
  • You will be responsible for paying for your own shipping costs for returning your item.
  • Shipping costs are non-refundable. 
  • There is a 5% restocking fee for all returned items.  

Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds (if applicable):
Once your return is received and inspected, we will email you to confirm receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.

Late or missing refunds (if applicable):
If you haven’t received a refund yet…

  • First, recheck your bank account.
  • Then contact your credit card company; it may take some time for your refund to be officially posted.
  • Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and still haven't received your refund, please contact us at support@totallycustomtees.com.

Sale items (if applicable):
Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at support@totallycustomtees.com.

Gifts:

  • If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase of the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
If more than 14 business days have passed since we approved your return, please contact us at support@totallycustomtees.com or call 541-776-5160.

PRINT ON DEMAND PRODUCTS

In general, Totally Custom Tees only offers refunds for damaged/misprinted/defective items. We do not honor buyer’s remorse.

Damaged Items - Any claims for misprinted/damaged/defective items must be submitted within 30 days of receipt. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you or your customers notice an issue with the products or anything else on order, please contact us at support@totallycustomtees.com

The return address will be given to you upon acceptance of a return. When we receive a returned shipment, an automated email notification will be sent to you.

Wrong Address - If you or your end customer provides an address deemed insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.

You hereby agree that any returned orders due to the wrong shipping address or failure to claim the shipment will not be available for reshipment and will be donated to charity at your cost (without our issuing a refund).

Buyer’s Remorse - We do not refund orders for buyer’s remorse. Requests for size exchanges, do not like the item, etc., will not be honored. Please know your size and understand what you are ordering before making a purchase. Thank you.