Cancellation, Return and Refund Policy

SwagMakers LLC

Cancellation, Return and Refund Policy

January 1, 2026

At SwagMakers, we mainly sell custom products imprinted with designs that are proprietary to our customers. That means the products can’t be restocked into inventory or sold to anyone else, making the idea of order cancellation, returns and refunds a very tricky process.

Different policies apply to our sample kits and any non-custom products that may be offered from time to time. For those policies, please see the section titled “Returns and Refunds for Sample Kits”.

Cancellation

Orders may be cancelled at any time prior to shipment.

Refunds Upon Order Cancellation of Prepaid Orders

If a prepaid order is cancelled before our artists have begun working on the order, the purchase price will be fully refunded.

Orders are not moved to production unless and until we have all of the necessary information to proceed (see Order Processing and Shipping Policy). That includes Customer approval of a proof, or a sample, or waiver of the approval process in writing.

When we have all of the necessary information, you will receive an email notification that your order has been approved. That’s an important email because Order Approval has consequences regarding the treatment of order cancellation and refunds.

Prior to the point of Order Approval, orders may be cancelled and customer will receive a refund of their purchase price, less any set-up charge we have earned and less payment due for paper proof, hand sample, or Pre-Production Sample (“PPS”) if applicable.

At the time our artists begin work on your file, any applicable set-up charge has been fully earned and becomes non-refundable. At the time we ship a paper proof, hand sample, or PPS, both the set-up charge and the price of the paper proof, hand sample, or PPS have been fully earned and become non-refundable.

Any refund will be paid to the customer using the same medium of payment as the customer used for their order payment.

At the point of Order Approval, we begin our production process and incur costs associated with the order, including both “hard” costs like printing paper, ink, and raw materials and “soft” costs like production scheduling and labor.

Accordingly, upon the occurrence of Order Approval, an order becomes non-refundable.

Effect of Order Cancellation for Customers with Payment Terms

We treat order cancellation the same way for Customers with payment terms, except we will invoice the balance due, if any, at the time of order cancellation.

Accordingly, there will be no invoice for an order cancelled prior to our artists beginning work. We will invoice the set-up charge if they have begun work prior to cancellation. We will invoice any charges for paper proofs, hands samples, or pre-production samples prepared for the Customer.

If an order is cancelled after Order Approval, the order will be invoiced in full even though it has been cancelled and not shipped.

Refunds or Remedies When We Make a Mistake

We will issue a refund of purchase price if we make a mistake executing an order.

What we mean by making a mistake executing an order is that we do something different than the order explicitly tells us. Here are a few examples:

·       Let’s say an order tells us to use two different art files, one imprinted on the front side and the other one on the back. If we use the same art file for both sides, we’ve made a mistake.

·       If our customer has specified a particular configuration of a product and we build and ship them a different product, we’ve made a mistake.

·       If our customer has paid for expedited shipping like Next Day Air and we ship the order by a slower method like UPS Ground, we’ve made a mistake.

Reviewing the Order Confirmation

It is our job to follow our customers’ written instructions for each order. In this regard, communication is key. Please take care when providing art files, pantone colors, product specifications, ship-to addresses, recipients’ names and other information with your order.

We will follow your written instructions and don’t have any way of knowing whether or not the instructions are correct. If we follow your instructions, we’re not making a mistake that permits a remedy, return or refund.

When you receive your Order Confirmation from us, please review it immediately. Our production process moves fast, and we need feedback if you think anything is incorrect or incomplete.

The Order Confirmation will show every instruction that we have for your order. If anything is wrong, or if the information is incomplete or unclear, please contact Customer Service immediately.

Shipping Considerations

The most common problem we encounter is incorrect or insufficiently specific ship-to addresses. We ship the product using the ship-to address provided by our customer.

We can relate far too many sad stories of packages missing in-hands dates because they are sitting in the mail room of a large company, or the lobby of a large office building, or the information desk of a trade show venue because our Customer didn’t use a specific enough ship-to address. We can’t provide remedy, return or refund in these cases.

Also please note that all sales by SwagMakers are Free On Board our shipping dock in Cranston, RI, USA. As a practical matter, that means we are responsible for packing the goods in accordance with good business practices and delivering them to the common carrier, e.g., UPS or FedEx.

Once the goods are in the hands of the carrier, we have no input or control over what happens. We will provide tracking numbers with our shipping confirmations, but that’s all the information we have. We do not have any way to drill down deeper into UPS or FedEx than our customers do.

Additionally, we are not responsible for damages during shipment. If a box is broken, lost, improperly delivered, or other shipping damage is incurred while in the possession of the shipping company, please contact the carrier. If this risk is of concern to you, please investigate insurance as an option.

Remedies and Refunds

If we make a mistake, we will give our customer the option of either having us remedy the error or providing a refund of the order price. We would always prefer to satisfy our customers’ needs, and if we can remedy the error we will be happy to do so.

Here are a couple of examples of how we have remedied errors in the past:

·       We send our customer a return shipping label at our expense so they can return the product; while it is in transit back to us, we can re-make the order correctly and ship it to our customer at our expense. When the defective product arrives at our dock, we will examine it to understand where we went wrong, harvest any hardware that can be re-used, and destroy any aspect of the product that bears our customer’s proprietary artwork.

·       If we have made a mistake with shipping method, it may be possible to intervene with the shipper to amend the destination or urgency of the shipment. It is also possible that we can re-make the order and send it via an expedited shipping method to meet an in-hands date that the original shipment might miss.

If a customer would prefer a refund, they should contact us and request authorization for a return and refund. We will ask for details as to what mistake we made before authorizing the return. Most likely we will ask our customer to send us photos so we can better understand where we went wrong. Upon authorization of the return, we will provide a shipping label for the return and provide a refund as soon as we understand what mistake we made.

With custom work, it’s easy to tell if we’ve made a mistake even if our customer is not the ultimate user. Therefore, we will consider providing a remedy or refund only if we are notified of our mistake within five business days following receipt of the order. For this purpose, we consider only the date of delivery provided by the carrier making the delivery.

Orders are agreements between SwagMakers and our customer, not any third party. Therefore, we do not respond to requests for remedies, returns, or refunds that are initiated by third parties who may be customers of our customer.

Returns and Refunds for Sample Kits

We sell various sample kits on our website so customers may evaluate the quality of our printing, the suitability of our products for their use, or to use as selling tools with their own customers.

Sample kits may be returned for refund within 14 business days following purchase. Customer is responsible for the cost of return shipping. The items must be returned in unused, as-new condition. After inspection and approval, we will issue a refund for the purchase price of the returned item by crediting the payment method used for purchase.

To initiate a remedy, return, or refund, customers should send an email to info@swagmakers.com.