Refunds & Returns Policy

Refund & Return Policy

At The New Era Co., the majority of our products are custom-made specifically for each customer. Because of the personalized nature of our products, please carefully review all order details, sizing, colors, spelling, names, numbers, and artwork before approving your order.

All Custom Sales Are Final

All customized, personalized, embroidered, screen-printed, DTF, sublimated, preorder, or otherwise made-to-order products are FINAL SALE.

Once an order has been submitted and production has begun, we cannot accept returns, exchanges, cancellations, or refunds due to:

  • Ordering the incorrect size
  • Changing your mind
  • Selecting the incorrect color or style
  • Incorrect spelling, names, numbers, or information provided by the customer
  • Personal preference regarding fit
  • Minor color differences between digital mockups/screens and the finished product
  • No longer needing the item

Because each item is produced or ordered specifically for you, it typically cannot be restocked or resold.

Design & Mockup Approval

When a design or mockup is provided for approval, it is the customer’s responsibility to carefully review the entire design before approving it.

Please check:

  • Spelling
  • Names and numbers
  • Colors
  • Logos
  • Placement
  • Design details
  • Sizes and quantities

Once you approve a design, your approval is considered authorization for us to begin production.

The New Era Co. is not responsible for errors that were present in a customer-approved design or information provided incorrectly by the customer.

Order Changes & Cancellations

Production may begin shortly after payment and/or design approval.

Once materials have been ordered, artwork has been prepared, or production has begun, the order cannot be canceled or refunded.

If you need to request a change, please contact us as soon as possible. We will do our best to accommodate the request if production has not started, but changes are not guaranteed.

Additional charges may apply if artwork, materials, or production must be changed.

Sizing

Customers are responsible for selecting the correct size.

Sizing and fit can vary between brands, garments, and styles. Please review available sizing information before ordering.

We do not offer refunds or exchanges because an item does not fit as expected when the correct size ordered by the customer was provided.

Defective or Incorrect Items

We want to make things right if we made a mistake.

If you receive an item that is defective, damaged, or different from what you approved or ordered due to an error made by The New Era Co., please contact us within 3 days of receiving or picking up your order.

Please provide your order information, a description of the issue, and clear photographs showing the problem.

After reviewing the issue, we may offer a replacement, repair, store credit, or refund when appropriate. We reserve the right to determine the appropriate resolution based on the circumstances.

Normal Variations

Because many of our products are individually produced, slight variations may occur.

Small differences in color, print placement, embroidery placement, garment measurements, or appearance may occur during the production process and are not necessarily considered defects.

Colors may also appear differently depending on your phone, computer screen, lighting, garment material, or printing method.

Preorders & Special Orders

ALL PREORDERS, GROUP ORDERS, TEAM ORDERS, SCHOOL ORDERS, AND SPECIAL-ORDER ITEMS ARE FINAL SALE.

Any turnaround time provided for a preorder or special-order item is an estimate only and is NOT a guaranteed completion, pickup, delivery, or shipping date.

Preorder turnaround times are subject to change at any time and may change without prior notice. Delays may occur due to production schedules, manufacturer delays, shipping or customs delays, supply shortages, high order volume, weather, carrier delays, or other circumstances within or outside of The New Era Co.’s control.

By purchasing a preorder item, you acknowledge and agree that the estimated turnaround time may be extended or changed.

A change or delay in the estimated turnaround time does NOT qualify the order for cancellation, refund, exchange, or store credit. Refunds will not be issued solely because a preorder takes longer than the original estimated turnaround time.

Customers should not place a preorder if the item is required by a specific date unless The New Era Co. has expressly agreed in writing to guarantee that date.

If an item becomes permanently unavailable and we are unable to fulfill your order, we will contact you regarding the available resolution.

Shipping

The New Era Co. is not responsible for packages that are delayed by the shipping carrier after they have been shipped.

If tracking shows that a package was delivered but you cannot locate it, please contact the shipping carrier and contact us so we can help determine the appropriate next steps.

Refund Processing

When a refund is approved, it will generally be issued to the original payment method when possible.

Processing times after a refund is issued are determined by your bank, credit card company, or payment provider.

Agreement to Policy

By placing an order and submitting payment to The New Era Co., you acknowledge that you have read, understood, and agreed to this Refund & Return Policy, including our preorder and turnaround-time terms.

Thank you for supporting our small business and allowing us to create something custom for you!

The New Era Co.
Devine, Texas
theneveraco.com