What to Do If Your Custom Apparel Order Is Wrong
At Merchy’s, we strive for excellence in every custom apparel printing, screen printing, and embroidery order we fulfill. Sometimes, however, mistakes happen—whether it’s a misprint, wrong size, color mismatch, or other issue. This article explains what happens if your order isn’t right, how we fix things, and how you can get help. Our goal is to make things right quickly and fairly so you feel confident ordering custom apparel from us—especially here in San Diego, where quality and trust matter.
What Happens If an Order Is Wrong
Types of Mistakes We Cover
Production errors — Mistakes made in screen printing or embroidery (wrong logo, off-center placement, serious defects in stitching or print).
Incorrect items shipped — Wrong size, wrong garment style, wrong color when compared to what was ordered.
Damaged items — Items damaged during production or shipping (tears, stains, print smears beyond normal tolerances).
We do not typically cover issues due to:
Approved proof/artwork mistakes (if you approved a mockup with a spelling error, for example).
Minor variations within industry-standard tolerances (slight shift in print placement, slight color differences due to screen vs. digital display, etc.).
Customer-supplied garments unless explicitly agreed upon ahead of time (because fabrics vary, and they may react differently to printing/embroidery).
How Merchy’s Corrects Issues
Review & Verification
Once you contact us, we’ll ask for your order number, photos of the issue, and a description of what is wrong. This helps us verify the error, whether it’s in screen printing, embroidery, or the garment itself.
Decision: Replacement or Refund
Depending on the nature of the error, we will:
Reprint or remake the item(s) at no additional cost, or
Offer a refund or partial refund if replacement is not possible or practical.
We aim to replace whenever possible—because we believe in standing behind our work.
Timely Handling
We commit to responding quickly after you reach out (usually within X business days*) and getting your replacement order into production or issuing the refund without undue delay. Shipping time will depend on your location and production workloads.
Shipping & Logistics
If the mistake is ours, Merchy’s covers any return shipping (if required) and sends out the corrected items at our cost. If the issue involves shipping damage, please retain all packaging so we can file any needed claims.
How You Can Reach Out for Help
If you believe your order has a significant mistake, here’s how to contact us:
Email us: support@merchysmerch.com
Phone: (Your customer support phone number)
Online form: Contact Us link in the “Help & Support” section of our website, under “Mistakes / Issues.”
When you reach out, please include:
Your order number
Your name, delivery address
Clear photos showing the issue (print, embroidery, garment)
What is wrong vs. what you expected
Whether you would prefer a replacement or refund, though we’ll suggest the best path
We aim to make the resolution process smooth, transparent, and fair.
Best Practices to Avoid Mistakes
Approve digital proofs carefully—check spelling, layout, colors.
Review garment details: sizing charts, fabric types, color swatches.
If your design is critical (logo placement, exact embroidery stitching), ask for a sample or mockup.
Keep track of your order confirmation—screenshots help if there’s any discrepancy.
FAQs
Question | Answer |
Q: How long do I have to report a mistake on my order? | A: You must contact Merchy’s within 7 business days of receiving your order to report a mistake (damaged, misprinted, wrong item). After that period, it becomes harder for us to verify the issue. |
Q: Do I get a full refund or a replacement? | A: If the mistake is due to our error (screen printing, embroidery, etc.), we will generally offer a full replacement at no cost. If replacement isn’t possible, we’ll offer a refund for the affected item(s). |
Q: What if the issue was due to customer-approved artwork or specifications? | A: If you approved the design proof with a mistake (e.g. typo, incorrect layout), we typically aren’t responsible for those errors. We always send proofs to be approved to avoid that. |
Q: Do I have to return the defective item before getting a replacement or refund? | A: Often yes—Merchy’s may request that you return the defective item so we can inspect it. If return shipping is required, and the error is ours, we will cover that cost. In some cases, if the error is obvious (e.g. printing smudge visible in photos), we may waive return. |
Conclusion
Mistakes are rare but important to handle well. At Merchy’s, we aim for high quality in screen printing, embroidery, and custom apparel—but when things go wrong, our goal is to make it right. If you ever have concerns or notice something amiss with your order, contact us right away. We care about your satisfaction, trust, and getting you gear you’re proud of.
