Custom decorated apparel is a one-shot deal — once we print on a blank, that blank is yours regardless. Our guarantee covers everything we control on our side. We don't cover things you signed off on or things outside our reach (carrier weather delays, customer-supplied wrong sizes). Specifics below.
What's covered
- Misprints. Decoration that doesn't match the artwork you approved at checkout — wrong colors, wrong placement, wrong size, scaling errors, smudging, ink coverage gaps.
- Wrong product. We shipped the wrong style, color, or size from what your order specified.
- Defects. Manufacturing defects in the blank: tears, holes, loose stitching, fading on first wash if washed per the care label, mismatched dye lots across pieces in the same order.
- Shipping damage. Carrier mishandling that left the package or contents damaged. Photos help us file the carrier claim quickly.
What's not covered
- Customer-error sign-off. The 3D preview is your final approval — if you approved a typo, wrong color hex, or off-center placement, the order goes to production as-shown. Always proof carefully.
- Sizing. Size charts are on every product page. Pieces ordered to spec but the wrong size for the recipient aren't covered.
- Buyer's remorse. Custom decorated items can't be resold to anyone else — that's why our minimum is 24 pieces per design and pricing assumes the order ships.
- Wear and tear. Normal use over time, decoration cracking after dozens of washes, fade on garments not washed inside-out per care label.
How to report
Report issues via your /account/orders page (open the order, click "Report a problem"), or email support@swagbyte.com with your order number. We respond within 1 business day.
Photos make claims much faster — capture the issue, the affected piece, and the decoration close-up. We won't need anything mailed back unless it's a large defect lot.
Remedies
For covered issues we'll typically offer:
- Reprint of the affected pieces. No new approval round needed if the artwork didn't change.
- Refund of affected piece pricing if a reprint isn't practical (e.g. event passed). Refunds go back to the original payment method or invoice credit for Net-30 orders.
- Account credit equivalent to the affected pieces, applied to the next order. Sometimes faster than processing a refund through the gateway.
Time window
Report covered issues within 14 days of the carrier's delivered scan. We'll work claims past that on a case-by-case basis but the carrier's claim window expires fast.