Returns and remedies

A product made, decorated, engraved, cut, printed, sourced, or configured for a customer is generally final once production begins. It is not returnable because the customer changed their mind, selected the wrong size or color, no longer needs it, or approved an error that appears in the final product.

This does not apply when the product is defective, materially different from the accepted order, damaged before delivery, produced through a Blue Moose error, or otherwise subject to a nonwaivable legal remedy.

Inspect the order promptly after delivery or pickup. Contact us with:

• the order number and affected item and quantity;
• a clear description of the problem;
• photos that show the entire item and the specific concern;
• photos of packaging and labels if shipping damage is involved; and
• the approved proof or specification when the concern involves artwork or placement.

Keep the item and packaging until the review is complete. Do not return, discard, alter, wash, use, or attempt to repair an affected item unless Blue Moose gives instructions.

We compare the item with the accepted order, proof, product record, and reasonable process tolerances. We may ask to inspect the item or receive additional photos. A material defect or Blue Moose error is different from a reasonable variation in color, texture, placement, garment construction, material, or batch described in the custom work and supplied items policy.

When Blue Moose confirms a covered defect or error, we may repair, redo, replace, credit, or refund the affected item or affected part of the order, as appropriate to the problem and as required by law. The remedy may require return of the item. We do not promise an identical replacement when the original product, dye lot, material, or color is no longer available; we will discuss a reasonable alternative before proceeding.

A remedy covers the affected Blue Moose product or service. It does not cover an indirect loss, lost opportunity, or third-party cost except where applicable law does not allow that limit.

A non-custom product may be returned within 14 calendar days after delivery or pickup if it is unused, unwashed, unaltered, in its original packaging, and has its original tags when tags apply. Contact us before sending or bringing back an item so we can identify the order and return.

If the original payment was made in cash, the approved return will be added as a credit to the customer’s Blue Moose account. If the original payment was made by credit or debit card, the approved refund will be sent to the original card used. These refund methods apply except where applicable law requires a different remedy.

A cancellation request is not effective until Blue Moose confirms it. A cancellation confirmed before Blue Moose orders product or materials and before custom production begins is eligible for a 100% refund. A cancellation confirmed after Blue Moose orders product or materials but before custom production begins is eligible for a 50% refund of the amount paid for the cancelled work. Once custom production begins, the order is generally not cancellable, subject to applicable law.

A change order must be submitted in writing by email or text message and is not accepted until Blue Moose confirms it in writing. Work already completed or committed may affect the quote or available cancellation refund.

If we cannot accept or complete an order, we will cancel the affected part and provide the notice and refund required by the accepted order and applicable law.

Follow the shipping and pickup policy. Carrier claims can require the original package, label, photos, and recipient cooperation. We will not require a customer to resolve a covered legal claim only with the carrier when Blue Moose remains responsible under applicable law.

A manufacturer warranty, if any, belongs to the product and may have separate procedures and exclusions. Blue Moose does not expand a manufacturer’s certification or safety rating. We will help identify the appropriate path when a concern is about the underlying product rather than our work.

This policy adds a practical review process. It does not waive a warranty, cancellation, refund, or other remedy that applicable law says cannot be waived.