RETURNS & EXCHANGES POLICY

Last Updated: October 29, 2026

At Horizon Print Group LLC (https://horizonprintgroup.com/), customer satisfaction is our top priority. Whether you received an item that didn’t quite fit right, changed your mind, or encountered an issue with your order, our Returns & Exchanges Policy provides a clear, hassle-free path to resolving your request.

1. AT-A-GLANCE SUMMARY

We accept returns and exchanges within 30 days from the date of delivery. Below is a quick overview of how different requests are handled:

Reason for RequestRequest WindowReturn Shipping CostResolution Options
Damaged, Defective, or Misprinted ItemWithin 30 days of delivery (ideally reported within 7 days)Free (No physical return required in most cases)Free immediate replacement or 100% full refund
Wrong Item / Wrong Size Sent by UsWithin 30 days of deliveryFree (Covered by Horizon Print Group LLC)Free immediate exchange or 100% full refund
Size or Color Exchange (Customer Choice)Within 30 days of deliveryPaid by customerExchange for new size/color or store credit
Standard Return (Change of Mind)Within 30 days of deliveryPaid by customerRefund to original payment method (minus original shipping)

2. RETURN & EXCHANGE ELIGIBILITY

To qualify for a return or exchange, your item(s) must meet the following conditions:

  • Timeframe: The request must be initiated within 30 calendar days of the carrier’s confirmed delivery date.
  • Condition: Items must be unworn, unwashed, and unused, in the exact condition in which you received them.
  • Cleanliness: Apparel and fabric goods must be completely free of makeup, deodorant marks, stains, pet hair, and external odors (such as perfume, cologne, detergent, or smoke).
  • Packaging & Tags: Items must include all original garment tags and packaging materials.
  • Proof of Purchase: You must provide your Order Number or confirmation email receipt.

3. HOW EXCHANGES WORK (SIZE, COLOR, OR STYLE)

Ordering apparel online can sometimes be tricky. If you ordered the wrong size or would like to swap for a different color on an eligible item:

  1. Check Eligibility: Standard catalog items in new, unworn condition are eligible for a size or color exchange within 30 days of delivery. (Note: To avoid sizing issues, we strongly encourage reviewing the detailed measurements in our Sizing Chart on each product page prior to ordering).
  2. Initiate the Exchange: Email us at [email protected] with your Order Number and specify the exact size or color you would like in exchange.
  3. Fast-Track Exchange Option: Because many of our garments are printed to order, our support team will provide you with the fastest available exchange solution—either issuing a Return Merchandise Authorization (RMA) to swap your item upon return receipt, or offering an expedited reprint option so you don’t have to wait for slow return transit times.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS (FREE REPLACEMENT)

Every order goes through a quality control check before leaving our facility. However, if your item arrives damaged, features a printing defect (such as peeling, fading, or severe misalignment), or does not match the size/color/design you ordered, we will make it right immediately at zero cost to you.

  • No Return Hassle: In most cases involving damaged or misprinted merchandise, you do not need to mail the defective item back to us.
  • Photo Verification: Simply email [email protected] with your Order Number and attach clear photos showing:
    1. The damaged area or printing flaw.
    2. The garment’s neck/size label.
    3. The outer shipping label on the package.
  • Immediate Resolution: Once verified by our team (typically within 1 to 2 business days), we will immediately dispatch a brand-new replacement via tracked USPS shipping or issue a full refund, based on your preference.

5. NON-RETURNABLE & NON-EXCHANGEABLE ITEMS

For hygiene, customization, and operational reasons, the following items cannot be returned or exchanged unless they arrive physically damaged or defective:

  • Custom & Personalized Orders: Items customized with personal names, dates, custom text, or bespoke customer-uploaded artwork/logos are uniquely produced for you and cannot be restocked or resold.
  • Digital Downloads: Digital files, embroidery bundles, or design templates once delivered or downloaded.
  • Gift Cards: Promotional or purchased gift cards.
  • Final Sale / Clearance Items: Merchandise explicitly marked as “Final Sale” or “Non-Returnable” at the time of purchase.
  • Worn or Laundered Goods: Any item that has been washed, dried, altered, or worn beyond a brief indoor try-on.

6. STEP-BY-STEP RETURN & EXCHANGE PROCESS

If you need to return or exchange an item, please follow our 4-step Return Merchandise Authorization (RMA) procedure:

Step 1: Contact Customer Support

Send an email to [email protected] with the subject line “Return/Exchange Request – Order #[Your Order Number]”. Please specify whether you are requesting a return (refund) or an exchange (specify the new size/color needed) and the reason for your request.

Step 2: Receive Your RMA & Return Address

Our support team will respond within 1 to 2 business days with your approved RMA instructions and the designated Fulfillment Return Address.

Important Notice: Please do not mail packages back to our corporate administrative office in Sheridan, Wyoming, or the automated sender address on your shipping label without first obtaining an RMA from our support team. Packages sent without prior authorization or sent to our administrative office cannot be received or processed by our warehouse team.

Step 3: Package & Ship Your Item

Place the item(s) securely in a shipping mailer or box. Include a printed copy of your order confirmation or a note listing your Order Number, Full Name, and RMA Number inside the package. Ship the package via a trackable carrier method (such as USPS Ground Advantage™) and reply to our support email with your return tracking number.

Step 4: Inspection & Completion

Once our fulfillment center receives and inspects your returned item (usually within 2 to 3 business days of delivery):

  • For Exchanges: We will process and ship out your replacement item and email you the new USPS tracking number.
  • For Returns: We will issue your refund to your original payment method and send you a confirmation email. (Please allow 5 to 10 business days for your bank or card issuer to post the credit to your statement).

7. RETURN SHIPPING GUIDELINES & RESPONSIBILITY

  • Customer-Paid Returns: For standard returns (buyer’s remorse) or customer-initiated size/color exchanges, the customer is responsible for return shipping charges, as well as any reshipping fees for exchanged items. Original shipping costs paid at checkout are non-refundable.
  • Company-Paid Returns: If a physical return is required due to an error on our part (wrong item sent or verified defect), Horizon Print Group LLC will provide a prepaid USPS return shipping label at no cost to you.
  • Lost Return Packages: Please retain your postage receipt and tracking number when mailing a return. We cannot assume responsibility for return packages that are lost or damaged in transit prior to reaching our return facility.

8. CONTACT INFORMATION

If you have any questions about sizing, eligibility, or how to start a return or exchange, our support team is ready to assist you:

  • 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