Refund policy

All items are made to order. For that reason, items that have been decorated with a logo, name or number are not eligible for a return or exchange unless it is determined that your order is not 100% free from defect in material and/or decoration.


Standard Item Returns
Non-decorated items in new condition can be returned for an exchange or refund. All returns or exchanges on non-decorated items must be made within 30 days of receipt.
To confirm if your order is eligible for a return or exchange, please contact our Custom Service Team with your order number handy.
Damages and Issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

How do I return my order purchased from Custom Threads?

After confirming that your order is eligible for a return/exchange, please contact our Customer Service Team and they can send you a prepaid label to return the order to us via UPS/USPS. Upon receipt, we will review your ticket and handle the return/exchange as outlined above, or as discussed with our Customer Service Team.

Any decorated item(s) returned without prior approval will not be accepted.

The item(s) will be donated to a charity of our choice and a refund will not be credited to your account.