Refund policy

We want you to love your gear! If it's damaged or misprinted, let's make it right!

Returns and Exchanges

We are unable to offer returns or exchanges for incorrect sizes, colors, accidentally placed orders, or customers simply changing their mind - all items in our store (personalized and otherwise) are unique, custom made items that are only produced by our print partners once they're ordered. 

However, in the case of a damaged product or a manufacturing error, Printify Support offers a free reprint or refund if you submit the request via the email form you received after product delivery. Reprint/refund form must be sent within 30 days of product delivery. 

Damaged or Misprinted Items
Please inspect your order upon reception and contact us immediately if the item is damaged, defective, has a manufacturing error, or if you receive the wrong item, so that we can evaluate the issue and make it right. Damaged or misprinted items must be reported with photo proof within 30 days of receipt in order to be eligible for free reprint or possible refund.

*Direct to Garment (DTG) printing has a tolerance for .5" for print placement, meaning that minor variations in the placement of print will not be considered defects.

How to report an issue: Within 30 days of order receipt, If you receive a product that is damaged, has a manufacturing error, or is significantly different from the product mockup, please take a clear photo or video that shows damage of any/all affected items. If multiple items of the same design are affected, take a photo of them all visible in the same frame, or send a short video. 

What happens next: We will review the issue and submit a claim to Printify for a free replacement or refund, depending on the situation. 

To start a return, follow the directions in the email you received after product delivery. Returns are handled through Printify Support.

You can always contact us with any return question at crazycreasehockey@gmail.com. 

Ineligible for Free Reprint

Please note that a free reprint is not offered in these cases:

• Lost orders with an incorrect delivery address provided by the customer. 
• Products that were received as requested; however, customer has changed mind and would like a different size/color/etc. All Crazy Crease items are custom ordered. 
• Garments with a minor size deviation form the size guide measurements (discrepancy less than 1")
• Low quality prints caused by a low quality design

Returning Orders

In case an order is returning to Printify or the Print Provider's facility due to an incorrect or incomplete address, our team can provide the option of either a reprint with an additional charge or a partial refund. 

Lost Packages

In case the package has been lost, the first thing to do is to check whether the submitted address is 100% accurate. Every missing letter or number can cause a delivery failure. 

If the address is correct, please make sure to contact the local post office. Occasionally, we seee that upon arriving at the destination city, the package is stored at the local post office and recipient has to collect the package from there. 

If both of these steps have been completed, please reach out to us. We will investigate it further and offer a free reprint if we determine there was no error on the customer's part. 

Non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as print on demand, special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
In cases or refund, we will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at crazycreasehockey@gmail.com.

DTG Print Odor & Pre-Treatment Residue

You may notice a faint, sometimes slightly vinegary scent on new direct-to-garment (DTG) printed items. This is a normal part of the printing process and will disappear after the first wash. Remember to wash printed garments cold, inside out, and tumble dry low. 

Garments, particularly lighter colors, can sometimes arrive with a visible pre-treatment residue. This pre-treatment solution is crucial for DTG printing, helping the ink bond to the fabric. The residue is normal and usually washed out completely with the first wash. Remember to wash printed garments cold, inside out, and tumble dry low. 

*Avoid exposing pre-treated garments to direct sunlight before washing, as this can make the pre-treatment more difficult to remove.