REFUND POLICY

Last Updated: October 29, 2026

Thank you for shopping at Horizon Print Group LLC (https://horizonprintgroup.com/). We take great pride in the quality and craftsmanship of our printed products and want to ensure that you have a positive shopping experience. If you are not completely satisfied with your purchase, we are here to help.

This Refund Policy outlines the terms and procedures for order cancellations, returns, exchanges, and refunds.

1. 30-DAY RETURN & REFUND WINDOW

We offer a 30-day return and refund window from the date your order is delivered. If 30 days have passed since your package was marked as delivered by the carrier, we unfortunately cannot offer you a refund, return, or exchange.

2. ORDER CANCELLATIONS & MODIFICATIONS

Because our products enter the processing and printing queue shortly after an order is placed, we have a specific timeframe for cancellations and changes:

  • Within 12 Hours of Purchase: You may request to cancel or modify your order (such as changing the size, color, design, or shipping address) free of charge within 12 hours of placing the order by emailing us at [email protected].
  • After 12 Hours: Once an order has entered the production, printing, or packaging stage (typically after 12 hours), it is locked for fulfillment and can no longer be canceled or modified prior to shipping.

3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS (100% GUARANTEE)

We stand behind the quality of our products. We offer a 100% free replacement or full refund (including original shipping costs) if your order arrives with any of the following issues:

  • The item itself is physically damaged, torn, or defective upon arrival.
  • The print quality is flawed (e.g., severe misprint, peeling, smudging, or off-center placement).
  • You received the wrong item, wrong size, wrong color, or wrong design compared to what was ordered on your invoice.

Fast Resolution Process (No Return Required for Defective Items): For damaged, defective, or misprinted items, you generally do not need to ship the item back to us. Simply contact us at [email protected] within 7 days of delivery (and no later than 30 days) with:

  1. Your Order Number.
  2. Clear photographs showing the defect, damage, or incorrect print, along with a photo of the item’s size tag and the shipping label on the package.

Once our quality assurance team verifies the issue, we will immediately send out a brand-new replacement at no cost to you or issue a full refund to your original payment method—whichever you prefer.

4. GENERAL RETURNS & EXCHANGES (NON-DEFECTIVE ITEMS)

To be eligible for a standard return for a non-defective item, your item must meet all of the following conditions:

  • It must be unworn, unwashed, and unused.
  • It must be in the same new condition that you received it, free of stains, pet hair, deodorant marks, or odors (such as perfume or smoke).
  • It must include all original tags and be in its original packaging.
  • You must provide a valid receipt, order number, or proof of purchase.

5. NON-RETURNABLE & NON-REFUNDABLE ITEMS

Certain types of goods are exempt from being returned or refunded unless they arrive damaged or defective:

  • Personalized / Custom-Made Items: Products made with custom names, dates, personal photos, or bespoke user-submitted artwork cannot be returned or exchanged for buyer’s remorse or incorrect size selection, as they are uniquely printed to your specifications and cannot be restocked. (Please check our Sizing Charts carefully before ordering).
  • Gift Cards: Digital or physical gift cards.
  • Downloadable Digital Products: Digital files, templates, or design bundles once downloaded or accessed.
  • Clearance / Final Sale Items: Items explicitly marked as “Final Sale” on the product page.

6. HOW TO INITIATE A RETURN OR REFUND

To start a return, exchange, or refund request, please follow these steps:

  1. Contact Support: Send an email to [email protected] with your Order Number in the subject line and a brief explanation of the reason for your request (include photos if applicable).
  2. Receive Return Authorization: Our customer support team will review your request within 1 to 2 business days. If your return is approved, we will provide you with a Return Merchandise Authorization (RMA) and the designated return facility address.
  3. Ship the Item: Package the item securely and mail it to the return address provided by our support team, along with your order number inside the package.

Important Note: Please do not send your purchase back to our corporate office address in Sheridan, Wyoming, or the sender address on your package without first contacting us for a Return Authorization, as unauthorized returns sent to our administrative office cannot be processed.

7. RETURN SHIPPING COSTS

  • Defective / Incorrect Items: Horizon Print Group LLC covers 100% of replacement or return shipping costs if the return is the result of our error (damaged, defective, or wrong item sent).
  • Standard Returns (Buyer’s Remorse / Wrong Size Ordered): If you are returning a non-defective item due to a change of mind or ordering the wrong size, you will be responsible for paying your own shipping costs for returning your item. Original shipping charges paid at checkout are non-refundable.
  • We strongly recommend using a trackable shipping service (such as USPS Ground Advantage) when returning an item, as we cannot guarantee that we will receive your returned package without tracking.

8. REFUND PROCESSING & TIMELINES

Once your return is received and inspected (or once your photo claim for a defective item is approved), we will send you an email to notify you of the approval or rejection of your refund.

Refund StageTimeframeDetails
Claim / Return Review1 – 2 Business DaysReviewed upon receipt of photo evidence or returned package.
Refund IssuanceImmediate upon approvalCredited directly back to your original method of payment.
Bank / Card Posting Time5 – 10 Business DaysThe time it takes for your bank or credit card issuer to post the funds to your statement.

9. LATE OR MISSING REFUNDS

If we have confirmed that your refund has been issued, but you have not seen the funds in your account after 10 business days, please take the following steps:

  1. Check your bank account or credit card statement again.
  2. Contact your credit card company or payment provider, as it may take some additional processing time before your refund is officially posted.
  3. Contact your bank. There is often a clearing period before a refund is reflected in your available balance.
  4. If you have completed all of this and still have not received your refund, please contact us at [email protected] and we will provide you with the transaction reference ID to help your bank locate the funds.

10. CONTACT INFORMATION

If you have any questions about our Refund Policy or need assistance with an order, please reach out to us:

  • Company Name: Horizon Print Group LLC
  • Website: https://horizonprintgroup.com/
  • Address: 30 N Gould St Ste N, Sheridan, WY 82801, United States
  • Email: [email protected]
  • Phone: +1 307-855-1933
  • Support Hours: Monday – Friday, 9:00 AM – 5:00 PM EST