Refund policy

Return & Refund Policy

Last Updated: September 7, 2026

At Pro Custom Xpress, most of our products are custom-made specifically for each customer. Because of the personalized nature of our products, we have a limited return and refund policy.

1. Custom Products

Custom apparel, DTF transfers, embroidery, hats, promotional products, and other personalized items are non-returnable and non-refundable once production has started, unless the product arrives damaged, defective, or there is an error on our part.

Please carefully review your:

Design and artwork
Product type
Size
Color
Quantity
Personalization
Shipping address

before submitting your order.

2. Damaged or Defective Items

If your order arrives damaged or has a manufacturing or printing defect, please contact us as soon as possible.

To help us resolve the issue, please provide:

Your order number
Photos of the product
Photos of the packaging, if applicable
A brief description of the problem

After reviewing the issue, we may offer a replacement, store credit, or refund, depending on the circumstances.

3. Incorrect or Misprinted Orders

If we made an error with your order—for example, you received the wrong product, incorrect quantity, or an item that does not match the approved design—we will review the issue and work with you to provide an appropriate resolution.

4. Customer-Provided Artwork

Customers are responsible for ensuring that submitted artwork is correct and ready for production.

Pro Custom Xpress is not responsible for printing errors resulting from:

Low-resolution artwork
Incorrect files
Incorrect spelling or wording provided by the customer
Incorrect colors in customer-provided artwork
Design specifications that were approved by the customer

Once production begins, changes to the design may not be possible.

5. Order Cancellation

If you need to cancel an order, please contact us immediately.

Cancellation requests may be accepted only if production has not started. Once production has begun, custom orders generally cannot be canceled or refunded.

6. Refund Processing

If a refund is approved, the refund will be issued to the original payment method used for the purchase.

The time it takes for the refund to appear in your account may vary depending on your payment provider or financial institution.

7. Exchanges

Because our products are custom-made, we generally do not accept exchanges for incorrect size, color, style, or personal preference.

Please carefully check your selections before placing your order.

8. Sale and Promotional Items

Unless otherwise stated, discounted, promotional, or specially priced custom orders are subject to the same return and refund restrictions described in this policy.