Refund policy

Everything we make is decorated to order for one customer. We cannot restock it, resell it, or send it anywhere else. Because of that, custom orders are final sale once production starts. Here is what that means in practice, and what we do when something goes wrong.

Before you approve your proof

You can cancel or change your order for a full refund at any point before you approve your proof. Email us at prinkgo.co@gmail.com with your order number.

After you approve your proof

Your order is final. We order garments and prepare screens and embroidery files as soon as you approve, so we cannot cancel it, refund it, or change sizes, quantities, or artwork after that point.

If we made a mistake

If we printed something other than what you approved, the decoration is defective, or the garments arrived damaged, we will fix it. Email us within 7 days of delivery at prinkgo.co@gmail.com with your order number and clear photos of the problem and of the shipping label.

We will review it and, if it was our error, either reprint the affected pieces at no cost or refund those pieces. Which one depends on what you need and how fast you need it. If we need the pieces back, we pay the return shipping and send you a label. Please do not ship anything back before we ask you to, because we cannot accept unauthorized returns.

If the approved proof was wrong

If the proof you approved had a typo, the wrong size breakdown, or artwork you did not want, we cannot refund the order. We will help you get a corrected reprint at our normal price and move it up the schedule where we can. Read your proof carefully before you approve it.

What we cannot refund

• Custom decorated items once production has started.
• Orders that were produced to match the approved proof.
• Shipping charges on orders produced correctly.
• Gift cards.

Delivery timing

Production and shipping estimates are estimates. We are not able to refund an order because a carrier delivered it later than expected. If you have a hard deadline, tell us before you order so we can confirm in writing whether we can meet it.

Refund timing

Approved refunds go back to your original payment method within 10 business days of approval. Your bank may take a few extra days to post it. If it has been more than 15 business days, email us and we will chase it.

Questions

Call 470-615-9609 or email prinkgo.co@gmail.com.