Refund policy

At Sideline Squad, your satisfaction matters to us. Because all of our products are custom-made on demand, refunds are processed under the conditions outlined below. Please read this policy carefully before placing your order.

1. When You Are Eligible for a Refund or Replacement

We will gladly issue a replacement or a full refund if your order falls under any of the following situations:

  • You received the wrong item, wrong size, wrong design, or wrong garment brand
  • The product has poor print quality — blurry, peeling, scaled incorrectly, or printed in the wrong position
  • The printed color differs noticeably from the design mockup
  • The product arrived damaged, torn, stained, with holes, or with mechanical defects
  • Embroidery defects (wrong thread color, missing details, loose or crooked stitching)
  • A white underbase is visible on the print edges
  • The product's actual size differs from our published size chart by more than 3 cm
  • The product was out of stock without prior notification (full refund + 10% compensation of product price)
  • The parcel was lost in transit or tracking has not updated for 30 days

2. When Refunds Will Not Be Issued

We are unable to offer refunds in the following situations:

  • The customer selected the wrong size, color, or design at checkout
  • The customer entered an incorrect or incomplete shipping address
  • The customer changed their mind or no longer wants the product
  • Minor color variation between the mockup and the printed product (slight differences are normal in digital printing)
  • The product was damaged by the customer after delivery
  • The parcel could not be delivered because the recipient did not sign for it or pick it up
  • Claims submitted more than 14 days after the product was received
  • Delays caused by customs, weather, carrier disruptions, political events, natural disasters, or other force majeure factors
  • Packages marked as "delivered" by the carrier but not received (please contact your carrier first; we will assist where possible)

3. Order Cancellation

  • Cancel within 24 hours of purchase → full refund.
  • Cancel after production has started → only the shipping fee is refundable.
  • Once shipped → cancellation is no longer possible.

4. How to Request a Refund

Email support@sidelinesquadco.com within the eligible claim window with:

  1. Your order number
  2. Clear photos or videos of the issue (good lighting required)
  3. A photo of the shipping label
  4. A description of the problem
  5. Proof of measurement (only for sizing-related claims)

⏱️ Claim windows:

  • Misprinted / defective / wrong items → within 7 days of delivery
  • Damaged packages → within 72 hours of delivery

5. Refund Processing

Once your claim is approved:

  • Replacements are produced and shipped using the same shipping method as the original order.
  • Refunds are issued to the original payment method within 5–10 business days.
  • Depending on your bank or payment provider, it may take a few additional business days for the funds to appear in your account.

6. Maximum Compensation

For bulk or wholesale orders, total compensation issued by Sideline Squad will not exceed $500 per bulk order, in line with our fulfillment partner's policy. The compensation amount covers the product price only and does not include shipping costs unless explicitly stated.

7. Chargebacks & Disputes

If you experience an issue with your order, please contact us first so we can resolve the matter quickly. Filing a chargeback before reaching out may delay the resolution. We're committed to working with every customer fairly and in good faith.

8. EU Consumer Notice

In accordance with Article 16(c) and (e) of Directive 2011/83/EU, the right of withdrawal does not apply to goods that are personalized or made to the consumer's specifications, or to sealed goods unsealed after delivery for hygiene reasons. Sideline Squad reserves the right to refuse refunds at its sole discretion for such items.

9. Contact Us

📧 Email: support@sidelinesquadco.com

📞 Phone: +1 (209) 441-1372

📍 Address: 1500 N Grant St, Denver, CO 80203, United States

🕒 Support Hours: Monday – Friday, 8:00 AM – 6:00 PM (MST)

Thank you for shopping with Sideline Squad — My Player, My Squad.