Refund Policy

Custom Products

Because all of our products are custom-made to your specifications, we generally cannot accept returns or issue refunds for completed custom orders. This includes all DTF printed, embroidered, and laser engraved items.

Defective or Incorrect Orders

If you receive an order that is defective, damaged, or does not match the approved specifications, we will make it right. Please contact us within 7 days of receiving your order with:

• Your order number
• Photos of the issue
• A description of the problem

We will review the issue and, at our discretion, offer a reprint/remake, replacement, or refund for the affected items.

Blank / Undecorated Garments

Undecorated blank garments may be returned within 14 days if they are unworn, unwashed, and in original packaging with tags attached. Return shipping is the responsibility of the customer. A restocking fee of 15% may apply.

Order Cancellations

• Orders may be cancelled for a full refund if production has not yet started.
• Once production begins, cancellations are not guaranteed. If materials have already been ordered or decorated, a partial refund may be issued at our discretion.
• To request a cancellation, contact us as soon as possible at apparel@ontheislandapparel.com.

Shipping Issues

If your package is lost or damaged during shipping, contact us and we will work with the carrier to resolve the issue. We are not responsible for packages that are stolen after delivery confirmation.

Color & Print Variations

Slight variations in color between your screen and the finished product are normal and not considered a defect. Colors may appear differently depending on garment material, color, and decoration method. If you have specific color requirements, please discuss them with us before placing your order.

Contract Production Orders

Contract production orders are subject to the same policy. Partners should inspect orders upon receipt and report issues within 7 days. Refunds or reprints for contract orders will be handled on a case-by-case basis.

Refund Method

Approved refunds will be issued to the original payment method. Please allow 5-10 business days for the refund to appear on your statement after approval.

Contact Us

For any questions about returns or refunds:

On The Island Apparel
Email: apparel@ontheislandapparel.com
Phone: (631) 458-3842