Refund policy

At VertexThread, we put a lot of heart into designing apparel with meaningful messages that celebrate the people, pets, and passions that make your life unique. We want your experience with us to be as comfortable as our clothing, so we keep our policies totally transparent and easy to read.

Custom-Made Just For You

To ensure the highest quality and cut down on environmental waste, every single item in our store is custom-printed specifically for you the moment you place your order. Because we don't hold pre-printed inventory in a warehouse, we are unable to offer returns or exchanges for buyer’s remorse, color preferences, or sizing issues.

To help you get the perfect fit the first time, we provide detailed sizing charts on every single product page. We highly encourage taking a quick look at those measurements before checking out!

Damaged, Defective, or Misprinted Items

We hold our printing facilities to incredibly high standards, but we know that occasional mistakes happen. If your order arrives damaged, defective, or with a printing error, we will absolutely make it right—and you won't even have to worry about mailing the item back to us.

If there is a problem with the quality of your item, please follow these steps:

  1. Contact us within 30 days of your item's delivery date.

  2. Submit a message through our official Contact page including your name, order number, and a brief description of the issue.

  3. We will reply to your message via email as quickly as possible. You can then simply reply to our email with a clear photograph of the defect or misprint spread out on a flat surface.

Once we get your photo, we'll immediately process a free replacement and get it shipped out to you as quickly as possible. If a replacement isn't available, we will issue a full refund to your original payment method.

Packages Lost in Transit

If your tracking number hasn't updated in several days or your package loses its way in the mail, please let us know! For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. We will happily cover the costs of reprinting and shipping a replacement order for you.

Please note: We are not responsible for packages that are marked as "Delivered" by the carrier but are missing from your porch, or for orders that are returned to the sender due to an incorrect shipping address entered at checkout.

Questions? If you're ever unsure about a size, a design, or our fulfillment process, please don't hesitate to reach out before placing your order. We are always here to help you make the best choice. You can reach us anytime through our Contact page.