Last Updated: August 6, 2026
At Prime Stitch & Print, every order is custom-made to your specifications — including your artwork, garment selection, sizing, and quantities. Because of this, our return and refund policy differs from standard retail policies.
1. Custom Orders Are Final
As all products are custom embroidered or printed to order, we do not accept returns or offer refunds for:
- Buyer’s remorse or change of mind
- Errors in artwork, spelling, or design that were approved by the customer prior to production
- Incorrect sizing selected by the customer
- Minor variations in color, placement, or texture that are typical of embroidery/printing processes
2. Defects and Errors
We stand behind the quality of our work. If your order arrives with a genuine production defect or does not match the approved proof (for example, incorrect logo, wrong garment, or production error on our part), please contact us within 7 days of delivery with:
- Your order number
- Photos clearly showing the issue
- A description of the problem
We will review the claim and, at our discretion, offer one of the following:
- Reproduction/replacement of the affected item(s) at no additional cost
- Partial or full refund for the affected item(s)
- Store credit toward a future order
3. Damaged or Lost Shipments
If your order arrives damaged in transit or is lost by the carrier, please contact us within 7 days of the expected delivery date so we can assist with a claim or arrange a replacement.
4. Cancellations
- Orders may be cancelled for a full refund only before production has begun.
- Once artwork has been approved and production has started, orders cannot be cancelled, as materials and labor have already been committed.
- Deposits paid on custom orders are non-refundable once production begins.
5. How to Request a Return, Refund, or Replacement
To report an issue or request a resolution, please contact us with your order details:
Phone: 346-350-9264
Address: 8648 Glenmont Dr, Houston, TX 77036
6. Processing Time
Approved refunds will be processed within 7–10 business days to your original method of payment.
7. Changes to This Policy
We may update this Return & Refund Policy from time to time. The latest version will always be posted on this page.