Customer Care
Return & Refund Policy
Last updated: March 25, 2026 · Applies to all orders placed at threadsofmercy.com
Summary: Because every item is made to order just for you, we do not accept returns for change of mind or sizing preferences. However, we fully stand behind our print quality — defective, damaged, or incorrectly printed items will be reprinted or refunded at no cost to you. Report any issue within 30 days of delivery with a photo.
Section 01
Overview
At Threads of Mercy, we are committed to delivering premium quality custom apparel. This Return & Refund Policy explains your rights and our obligations regarding all orders placed on threadsofmercy.com. It applies to all purchases shipped within the United States.
Because every garment is printed specifically for your order after payment is confirmed, this custom manufacturing model fundamentally shapes our return policy — as explained in Section 2.
This policy is in addition to, and does not limit, any rights you may have under applicable state consumer protection law. See Section 13 for state-specific consumer rights.
Section 02
Our Manufacturing Model — Why We Cannot Accept General Returns
When you place an order, your garment is manufactured on demand — it does not exist in our warehouse prior to your purchase. Within hours of payment confirmation, your order enters our production queue and printing begins.
Because each item is custom-manufactured for your specific order, we are unable to restock, resell, or recirculate returned items. Accepting general returns on custom-printed goods would result in waste of a bespoke garment that has no resale value.
Please carefully review your design, size selection, and shipping address before completing your order. Once production has begun, we are unable to modify or cancel your order.
Section 03
Eligibility — What Is and Is Not Covered
✓ Eligible for Reprint or Refund
- Item arrived with a manufacturing defect (holes, tears, stitching failure)
- Print error — wrong design, misaligned print, significant color deviation from proof
- Wrong item received — wrong style, wrong size, wrong color
- Item was significantly damaged in transit (carrier damage)
- Item arrived with a blank or missing print
- Order never arrived and is confirmed lost by carrier (see Section 9)
✕ Not Eligible for Return or Refund
- Change of mind or personal preference after ordering
- Incorrect size ordered by customer (see Section 7 for size guidance)
- Design uploaded by customer was low resolution or contained errors
- Color variation within normal printing tolerance (slight screen vs. print differences)
- Item was worn, washed, or altered after receipt
- Claims submitted more than 30 days after delivery confirmation
Color Variance Disclosure
Printed colors may vary slightly from what appears on your screen due to differences in monitor calibration, color profiles, and the nature of direct-to-garment (DTG) printing. Minor color variation within industry standard tolerance (±10–15%) is not considered a defect. Significant, clearly incorrect color deviation is eligible for a claim.
Section 04
How to Submit a Claim
To report a defective, damaged, or incorrect item, follow these steps:
Email support@threadsofmercy.com with subject line: "Order Issue — [Your Order Number]"
Your order number · Full name · Email used at checkout · Clear photos of the issue (the entire garment + a close-up of the defect) · Brief description of the problem
Our team will review your photos and description. If approved, we proceed with your chosen remedy at no cost to you.
If your claim is approved, you will be offered either a free reprint of the original item or a full refund to your original payment method via Stripe. See Sections 5 and 6.
You typically do not need to return the defective item. We may ask you to donate or dispose of it locally and will confirm in our response email.
The 30-day reporting window is strict. Claims submitted after 30 days of the confirmed delivery date may not be honored, except where required by applicable state law.
Section 05
Refund Processing
Refund Method
Approved refunds are issued to the original payment method used at checkout via Stripe. We do not issue refunds as store credit unless you specifically request this option.
Partial Refunds
In some cases, a partial refund may be offered — for example, if only one item in a multi-item order is defective. Partial refund amounts are determined on a case-by-case basis and communicated to you before processing.
Shipping Costs
Original shipping charges are refunded in full for orders where the entire order is defective or incorrectly fulfilled. Shipping charges are not refunded for partial order issues where non-defective items were correctly delivered.
Section 06
Reprints
For approved defective or incorrect item claims, we offer a free reprint of your original order as an alternative to a refund. The reprint will:
- Be produced using the same design file, garment style, size, and color as your original order;
- Ship to the same address on file for your original order (a different address may be requested);
- Be produced and shipped within our standard production + shipping timeframe;
- Be covered entirely at our cost — no charge to you.
Reprints are issued once per eligible claim. If a reprint also arrives defective, you will be offered a full refund. We will not issue a second reprint for the same order.
Section 07
Exchanges & Size Issues
We do not offer direct size exchanges. Because every item is made to order, we cannot swap one size for another without producing a new item at full cost.
If you ordered the wrong size: This is considered a customer error and is not eligible for a free reprint or refund. You would need to place a new order for the correct size.
To avoid sizing issues, we strongly encourage you to:
- Review our Size Guide before ordering — it includes chest, length, and sleeve measurements for every style;
- Check the specific garment's size chart, as sizing varies by style (fitted vs. oversized vs. unisex);
- When in doubt, size up — our organic cotton garments have minimal shrinkage (pre-washed).
Exception: If an item arrived in the wrong size due to our error (you ordered a Large and received a Medium), this qualifies as a "wrong item" under Section 3 and is eligible for a free reprint or refund.
Section 08
Order Cancellations
Because orders enter production quickly after payment, our cancellation window is very short:
- Within 1 hour of ordering: Contact us immediately at support@threadsofmercy.com. We will attempt to cancel before production begins. Cancellation is not guaranteed but we will make every effort.
- After 1 hour or once production begins: Orders cannot be cancelled or modified. Once an item is in production, it cannot be stopped.
If a cancellation is successful, a full refund will be issued to your original payment method within 5–10 business days via Stripe.
Section 09
Lost, Stolen & Significantly Delayed Packages
Lost Packages
An order is considered "lost" if it has not arrived within 30 days of the shipment date (for domestic US orders) and tracking has not updated in 7+ business days. If your package is confirmed lost:
- First, contact the carrier (USPS, FedEx, or UPS) using the tracking number in your shipping confirmation email to file a missing package report;
- Then contact us at support@threadsofmercy.com with your order number and confirmation of your carrier report;
- We will review your claim and offer a free reprint or full refund.
Stolen Packages
If your tracking shows "Delivered" but you did not receive your package: (1) check with neighbors and building management; (2) wait 24 hours as carrier scans can be premature; (3) file a police report and a claim with the carrier. Contact us with this documentation and we will review on a case-by-case basis. We are not obligated to reprint or refund packages that the carrier confirms were delivered to the correct address, but we will work with you in good faith.
Shipping Delays
Delays caused by carriers (weather, high volume, holiday season) are outside our control and do not qualify for a refund of shipping charges. If your order is significantly overdue, contact us and we will investigate with the carrier.
Section 10
Damaged in Transit
If your package or garment was visibly damaged during shipping (e.g., crushed box, wet package, torn packaging):
- If possible, photograph the damage before opening the package;
- Photograph the damaged item alongside the packaging;
- Email us at support@threadsofmercy.com within 7 days of delivery with photos and your order number;
- We will file a claim with the carrier on your behalf and provide a reprint or refund.
Carrier damage claims filed after 7 days of delivery may not be accepted by the carrier, which may limit our ability to recover costs. Please report damage promptly.
Section 11
Wrong Address & Returned Packages
Incorrect Address Provided by Customer
You are responsible for entering a complete and accurate shipping address at checkout. We transmit the address you provide directly to our production system and have no ability to verify it before shipment.
If an order is undeliverable or returned due to an incorrect or incomplete address you provided, you will be responsible for the cost of reshipping the order. We are not required to reprint or refund orders lost due to customer-provided address errors.
Returned-to-Sender Packages
If a package is returned to us as undeliverable (address not found, no access, unclaimed), we will contact you by email. You may:
- Pay a re-shipping fee to have the item resent to a corrected address; or
- Receive a partial refund (product cost only, minus original shipping and handling fees).
Returned items not claimed within 30 days of our notification email will be disposed of and will not be eligible for a refund.
Section 12
Chargebacks & Disputes
We process all payments through Stripe. If you have a concern about a charge, we strongly encourage you to contact us first at support@threadsofmercy.com before initiating a chargeback with your bank or card issuer. We can often resolve issues faster than a formal dispute process.
If you initiate a chargeback without first contacting us:
- We will dispute the chargeback and provide Stripe with evidence of order fulfillment, shipping confirmation, and communications;
- Fraudulent or bad-faith chargebacks may result in permanent account suspension;
- We reserve the right to pursue recovery of funds through available legal means for fraudulent chargebacks.
Stripe's chargeback and dispute process is governed by Stripe's Terms of Service and your card issuer's policies.
Section 13
State Consumer Protection Rights
Nothing in this policy limits any rights you may have under applicable state consumer protection law. Below is a summary of notable state-specific rights that may supplement this policy:
| State | Key Consumer Right(s) | Applies Here? |
|---|---|---|
| California | Song-Beverly Consumer Warranty Act — implied warranty of merchantability applies to consumer goods. CCPA privacy rights also apply. | Yes |
| New York | GBL §349 prohibits deceptive acts and practices. Implied warranty of merchantability applies. Refunds may be required for non-conforming goods. | Yes |
| Texas | DTPA protects against false, misleading, or deceptive trade practices. Implied warranties apply to consumer goods. | Yes |
| Florida | FDUTPA prohibits unfair or deceptive acts. Implied warranties of merchantability apply. | Yes |
| Washington | CPA (RCW 19.86) prohibits unfair trade practices. No-refund policies must be disclosed before purchase. | Yes — disclosed above |
| Massachusetts | Chapter 93A prohibits unfair or deceptive business practices. Implied warranties apply. | Yes |
| Illinois | ICFA prohibits deceptive or unfair acts. Implied warranty protections apply to consumer goods. | Yes |
| All Other States | All products carry an implied warranty of merchantability under the UCC as adopted by your state. Defective goods are eligible for remedies under the UCC. | Yes — UCC applies |
If applicable law requires a broader refund, return, or remedy right, we will comply with that law. If you believe your consumer rights exceed what is described here, please contact us and we will work with you in good faith.
This summary is for informational purposes only and does not constitute legal advice. Consult a licensed attorney in your state for legal counsel.
Section 14
Contact Us — Start Your Claim
Our support team is here to help. For the fastest resolution, email us with your order number and clear photos of the issue.
Threads of Mercy Customer Support
Email: support@threadsofmercy.com
Response time: Within 1–2 business days
Hours: Monday–Friday, 9 am–5 pm Pacific Time
Subject line: "Order Issue — [Your Order Number]"
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