Refund policy

Last updated: October 30, 2026

Everything we make at The Branding Shack is decorated to order with your logo, so we handle returns a little differently than a retail store. Please take a moment to read how it works before you approve your proof.

Custom orders are final
Because decorated items are made just for you, we can't accept returns, exchanges or refunds for reasons such as a change of mind, ordering the wrong size or quantity, or errors in artwork, spelling or details that were shown on a proof you approved.

If we made a mistake, we'll make it right
If something is wrong because of us, we'll reprint the affected items or refund them. That includes:
- You received the wrong item, color or size compared to your approved order
- The decoration is misprinted, misplaced or doesn't match your approved proof
- The garment or product arrives defective

How to report a problem
Please contact us within 14 days of delivery or pickup so we can look into it quickly. Email info@thebrandingshack.com or call 208-616-1223 and include:
- Your name, company and order or invoice number
- Clear photos of the issue
- How many pieces are affected
Please don't send items back until we've reviewed your request and confirmed the next step. We'll let you know whether we'll reprint, refund, or need the items returned.

Proofs and approval
Every order gets a digital proof before production. Your approval confirms the artwork, spelling, colors, sizes, quantities and placement, so please review it carefully. Once a proof is approved, changes may require a new proof and can affect your timeline and price.

Color and finish
Screens and printers display colors differently, and thread, ink, vinyl and garment colors can vary slightly from what you see on a proof or from one production run to the next. We'll always do our best to match your brand colors. If an exact color match (for example, a specific Pantone) is important, let us know when you request your quote.

Customer-supplied items
If you provide your own garments or products for us to decorate, we'll handle them with care. Because materials and construction vary, we can't guarantee results on items we didn't source, and we aren't able to replace customer-supplied goods.

Cancellations
You can cancel before your proof is approved at no charge. Once your proof is approved, blank goods are ordered and production is scheduled, so any costs already incurred may be charged.

Damaged in shipping
If your package arrives damaged, please take photos of the box and the items and contact us as soon as possible. We'll work with you and the carrier to get it resolved.

Refunds
Approved refunds are issued to your original payment method. Your bank or card provider may take a few business days to post the credit.

Questions?
We're happy to help. Reach us at info@thebrandingshack.com or 208-616-1223.