Refund and Returns Policy
Last updated: June 26, 2026
Thank you for ordering from United Merch Supply, also operating online as UMS Print. This Refund and Returns Policy explains how cancellations, changes, refunds, reprints, returns, damaged items, rush orders, local pickup, courier delivery, and nationwide shipping are handled for custom printing orders.
United Merch Supply provides custom t-shirt printing, hoodies, hats, embroidery, DTF transfers, screen printing, signs, uniforms, branded merchandise, rush production options, local pickup from our Buena Park, California print shop, and nationwide shipping.
Please read this Refund and Returns Policy carefully before placing an order. Custom printed products are made specifically for each customer and cannot usually be returned, restocked, reused, or resold like standard retail products.
By placing an order, submitting artwork, approving a proof, making payment, choosing pickup or shipping, or receiving products from United Merch Supply, you agree to this Refund and Returns Policy, our Terms and Conditions, our Privacy Policy, and any order-specific instructions provided during checkout or by our team.
1. Overview
Our goal is to provide professional custom printing and a smooth customer experience. If we make a confirmed production error, we will review the issue and may offer a reprint, repair, store credit, partial refund, full refund of the affected item, or another reasonable solution at our discretion.
Because most UMS Print orders are custom-made, personalized, decorated, printed, embroidered, transferred, cut, prepared, or produced based on customer choices, custom orders are generally not eligible for return, exchange, cancellation, or refund once production has begun.
This policy applies to online orders, quote-based orders, rush orders, same-day orders, super-rush orders, pickup orders, courier delivery orders, shipped orders, and custom merchandise orders.
2. Custom Printed Products Are Made to Order
Custom printed products are produced according to the customer’s selected product, size, color, quantity, artwork, design placement, print method, decoration method, shipping method, pickup method, turnaround option, and order instructions.
Because these products are made for a specific customer, business, event, team, school, organization, brand, or personal use, they usually cannot be returned or refunded unless United Merch Supply confirms that there was a production error caused by us.
Examples of custom products include custom t-shirts, custom hoodies, custom sweatshirts, custom hats, embroidered products, DTF transfer products, screen printed products, heat transfer products, custom signs, uniforms, workwear, safety vests, aprons, polos, branded merchandise, event apparel, business apparel, team apparel, and any product decorated with customer-provided or customer-approved artwork.
All custom orders are produced based on customer approval and customer-provided information. Customers are responsible for reviewing their product, artwork, spelling, grammar, colors, sizes, quantities, placement, shipping address, and order details before payment and production.
3. Cancellations and Order Changes
Production begins only after payment is completed and artwork/order details are approved.
Cancellation and change requests are not guaranteed. United Merch Supply works quickly, especially for rush and same-day orders, and production may begin shortly after payment and approval.
If you need to cancel or change an order, contact us immediately by phone or email. We will check the order status and let you know whether a cancellation or change is still possible.
An order may not be eligible for cancellation or change if payment has been completed and production has started, blank products have been ordered or pulled, artwork has been prepared, screens have been prepared, transfers have been printed, embroidery files have been digitized, printing or production work has begun, the order is already packed, or the order has been picked up, delivered, or shipped.
If a cancellation is approved after costs have already been incurred, United Merch Supply may deduct those costs from any refund. These costs may include product costs, supplier costs, payment processing fees, artwork preparation, design labor, setup fees, printing preparation, transfer printing, embroidery digitizing, screens, labor, shipping, courier fees, and other expenses related to the order.
4. Rush, Same-Day, and Super-Rush Orders
Rush, same-day, one-hour, and super-rush options may be available for qualifying orders. These options depend on product availability, order size, artwork readiness, payment confirmation, customer approval, production schedule, equipment availability, staffing, curing time, courier availability, carrier cutoff times, and other factors.
Rush timelines do not begin until all required items are complete, including payment confirmation, artwork submission, artwork approval or proof approval, product availability confirmation, complete order details, customer response to required questions, and shipping, pickup, or delivery selection.
If the customer delays approval, submits low-quality artwork, gives incomplete information, requests changes, chooses unavailable products, misses communication, or provides incorrect instructions, the rush timeline may be extended.
Rush fees, same-day fees, super-rush fees, courier fees, and expedited production fees may be non-refundable once rush processing or production work has started.
United Merch Supply may refuse, revise, pause, or cancel a rush order if we determine that the requested deadline cannot reasonably be met.
5. Production Time, Pickup, Delivery, and Shipping
Production times and delivery times are estimates unless United Merch Supply expressly states in writing that a specific deadline is guaranteed.
Pickup, delivery, and shipping times may depend on artwork approval, product availability, order quantity, print method, number of print locations, production schedule, equipment availability, curing or drying time, quality check, packing time, courier availability, carrier pickup times, customer location, weather, traffic, holidays, emergencies, and other delays.
One-day shipping or two-day shipping generally refers to carrier transit time after the order has been produced, packed, and handed to the shipping carrier. It does not always mean the order will be produced and delivered within one or two days.
United Merch Supply is not responsible for delays caused by shipping carriers, courier providers, wrong addresses, failed delivery attempts, weather, traffic, emergencies, supplier delays, customer delay, payment delay, artwork delay, or other events outside our reasonable control.
If we cannot meet a stated shipping or production timeline, we will review the situation and may offer a revised timeline, substitution, cancellation option, refund, store credit, or another reasonable solution where appropriate.
6. When an Order May Qualify for Review
An order may qualify for review if you believe there was a production error caused by United Merch Supply.
Examples may include receiving the wrong product compared to the approved order, receiving the wrong size or color compared to the approved order, a print location that is materially different from the approved proof or order details, a design that is materially different from the approved artwork, damage before use, a confirmed manufacturing or decoration defect, an incorrect quantity, or another confirmed production issue caused by UMS Print.
To request review, you must contact us within five calendar days of pickup or delivery, unless a different written timeframe is provided for your order.
Requests submitted after five calendar days may be denied.
7. Issues That Do Not Qualify for Refunds
The following issues generally do not qualify for refund, return, free reprint, or exchange: customer uploaded the wrong design, customer approved the wrong artwork, customer provided misspelled text, customer provided incorrect names or details, customer selected the wrong product, customer selected the wrong size, customer selected the wrong color, customer selected the wrong quantity, customer selected the wrong print location, customer provided low-resolution artwork, customer changed their mind after production began, customer no longer needs the order, customer did not allow enough production or shipping time, customer did not respond in time, customer provided the wrong shipping address, carrier delay, courier delay, package theft after confirmed delivery, damage caused by improper care, washed or worn items, normal production variation, sale items, clearance items, discounted items, promotional items, or final sale items.
Custom printing involves normal production variation. Small differences in color, placement, size, texture, feel, alignment, curing, garment shade, and product manufacturing may not be considered defects.
8. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, incorrect, or materially different from the approved order details, contact us within five calendar days of pickup or delivery.
Please include your order number, full name, email address or phone number used on the order, clear photos of the issue, photos of the full product, photos of the packaging if shipping damage is involved, a description of the problem, the quantity affected, and whether the items have been worn, washed, used, or altered.
United Merch Supply may request additional photos, video, return of the affected items, inspection, or other information before approving a refund, reprint, repair, store credit, or replacement.
Do not discard damaged or incorrect items until the review is complete. We may need to inspect the product or arrange return shipping.
If we confirm that the issue was caused by United Merch Supply, we may offer a reprint, repair, replacement product, store credit, partial refund, full refund of the affected item, discount on a future order, or another reasonable solution at our discretion.
Our responsibility is generally limited to the affected item or affected portion of the order.
9. How to Request a Refund, Reprint, or Order Review
To request a refund, reprint, replacement, or order review, contact United Merch Supply within five calendar days of pickup or delivery.
Email: support@umsprint.com
Phone: 714-523-8515
Your request should include your order number, contact information, photos, description of the issue, and the outcome you are requesting.
Submitting a request does not guarantee approval. United Merch Supply will review the order details, artwork, proof, production records, photos, pickup or shipping records, and customer communication before making a decision.
We may deny requests if the issue was caused by customer error, customer-approved artwork, low-quality artwork, wrong size selection, wrong product selection, wrong shipping address, normal production variation, washing or wearing after receipt, carrier delay, or circumstances outside our control.
10. Return Shipping and Inspection
Do not ship items back to United Merch Supply unless we instruct you to do so.
If a return is approved because of a confirmed UMS Print production error, we may provide return instructions or a return label.
If a return is requested for any other reason and we approve it as an exception, the customer may be responsible for return shipping, courier costs, packaging, insurance, and related expenses.
Returned items must be in the condition required by United Merch Supply. Items that are worn, washed, damaged, altered, stained, missing, incomplete, or not returned as instructed may be denied.
We are unable to issue certain refunds, replacements, or credits until the affected items are received, inspected, or otherwise verified.
11. Approved Refunds
If a refund is approved, the refund will usually be issued to the original payment method.
Refund timing depends on the payment processor, card issuer, bank, payment method, and transaction type. After United Merch Supply issues a refund, we do not control how long your bank or payment provider takes to post the funds.
Original shipping, courier, rush, same-day, super-rush, processing, design, setup, and payment-related fees may be non-refundable unless required by law or unless United Merch Supply decides otherwise.
If only part of an order is affected, any refund or reprint may be limited to the affected item or affected portion of the order.
United Merch Supply may deduct reasonable costs from approved refunds when allowed, including payment processing fees, third-party fees, product costs, labor, setup, shipping, courier charges, and other costs already incurred.
12. Late or Missing Refunds
If you have not received an approved refund, first check your bank account or payment account again.
Then contact your credit card company, payment provider, or bank. It may take time before the refund is officially posted.
If your refund was approved by United Merch Supply and you still have not received it after checking with your payment provider, contact us at support@umsprint.com.
13. Chargebacks and Payment Disputes
If you have an issue with an order, contact United Merch Supply first so we can review and attempt to resolve the issue.
Chargebacks or payment disputes filed before contacting us may delay resolution.
If a chargeback or payment dispute is filed for an order that was produced according to the approved order details, United Merch Supply may provide the payment processor with order records, artwork, proofs, customer approvals, checkout acceptance, production records, delivery confirmation, pickup records, tracking, photos, communications, and applicable policy terms.
Chargebacks do not automatically cancel the customer’s responsibilities under this policy or our Terms and Conditions.
14. Sale, Discounted, and Clearance Items
Sale items, discounted items, clearance items, special promotions, coupon orders, final sale products, and custom printed items may not be eligible for refund, return, or exchange unless United Merch Supply confirms a production error caused by us.
Promotional pricing, coupon codes, discounts, and special offers may be modified or discontinued at any time.
15. Local Pickup Orders
For local pickup orders, customers should inspect their order at pickup when possible.
By picking up the order, signing a pickup receipt, taking possession of the order, or authorizing another person to pick up the order, the customer acknowledges receipt of the order.
If someone else picks up the order on your behalf, that person may be treated as your authorized representative.
Any pickup issue should be reported immediately or within five calendar days of pickup. Issues reported after that period may be denied.
Failure to inspect at pickup does not automatically create additional refund, return, or reprint rights.
16. Care Instructions and Washed or Worn Items
Customers are responsible for following care instructions for printed, embroidered, transferred, or decorated products.
Unless otherwise stated, wash custom apparel inside out, use cold water, avoid bleach, avoid harsh chemicals, avoid high heat, and do not iron directly over printed or decorated areas.
United Merch Supply is not responsible for damage caused by improper washing, drying, ironing, bleach, chemicals, abrasion, stretching, misuse, normal wear, or customer handling after pickup or delivery.
Items that have been worn, washed, altered, stained, damaged, or used may not be eligible for refund, return, reprint, or replacement unless United Merch Supply determines that the issue was caused by a production defect.
17. Helpful Links
For more information, please review our related policies:
Terms and Conditions
Privacy Policy
Shipping Policy
Contact Us
These pages provide more information about custom printing orders, payment, production, artwork responsibilities, pickup, delivery, shipping, privacy, customer accounts, and customer support.
18. Contact Us
If you have questions about this Refund and Returns Policy, a custom order, damaged item, reprint request, pickup issue, shipping issue, or refund request, contact United Merch Supply:
United Merch Supply / UMS Print
8211 Orangethorpe Ave.
Buena Park, CA 90621
📩 Email: info@umsprint.com
📞 Call:714-523-8515