Return, Refund & Cancellation Policy
Last Updated: August 22, 2026
At Supershirt, most of our products are customized specifically for each customer. This includes products decorated using screen printing, DTF printing, embroidery, laser engraving, patches, personalization and other custom decoration methods.
Because customized products cannot normally be resold, different return and cancellation rules apply to custom orders than to ordinary retail merchandise.
Please review your products, sizes, quantities, colours, artwork and customization selections carefully before approving or placing your order.
Nothing in this policy limits any rights or remedies available to you under applicable consumer protection law.
1. Custom and Personalized Products
Custom-decorated and personalized products are generally final sale once production has begun.
We generally cannot accept returns, refunds or exchanges for reasons including:
- Incorrect size selected by the customer
- Incorrect colour or product selected by the customer
- Incorrect quantities or sizes ordered by the customer
- Change of mind
- Customer-approved artwork, spelling, names or numbers
- Customer-approved design placement or dimensions
- Preference regarding a garment’s fit, fabric or feel
- Other customer ordering errors unrelated to an error by Supershirt
We strongly recommend reviewing the applicable product description, specifications and size information before ordering.
2. Defective, Damaged or Incorrect Orders
If we make a mistake, we want to make it right.
Please inspect your order promptly after receiving it. If an item is defective, damaged, misprinted, incorrectly decorated, missing from your order, or materially different from the approved order because of an error by Supershirt, please contact us as soon as possible.
We ask that claims be submitted within five (5) days of receiving the order, where reasonably possible.
Please email orders@supershirt.ca and include:
- Your order number
- A description of the problem
- The quantity of affected items
- Clear photographs showing the issue, where applicable
Please do not discard, alter, wash or otherwise dispose of an item that is the subject of a claim until we have reviewed the issue.
3. How We Resolve Production Errors
If Supershirt determines that an order contains a material defect or error caused by us, we will provide an appropriate remedy depending on the circumstances.
The remedy may include:
- Reprinting or redecorating the affected product
- Replacing the affected product
- Repairing or correcting the product where appropriate
- Providing a store credit
- Providing a partial refund
- Providing a full refund for the affected item or portion of the order
Supershirt will determine the appropriate remedy after reviewing the issue, subject to any rights or remedies required by applicable law.
Where a replacement or reprint fully resolves an error, a refund may not also be provided unless required by law or otherwise agreed by Supershirt.
4. Artwork and Proof Approval
Customers are responsible for carefully reviewing artwork and proofs before approval.
This includes checking:
- Spelling
- Names and numbers
- Logos and artwork
- Colours
- Print or decoration locations
- Artwork dimensions and proportions
- Orientation
- Products and garment colours
- Quantities and size breakdowns
Once a proof has been approved, Supershirt is entitled to rely on that approval when producing the order.
An error that appeared in an artwork proof and was approved by the customer is generally not considered a production error by Supershirt.
If the customer requests a reprint or correction of customer-approved artwork, additional product, decoration, setup and shipping charges may apply.
5. Colour Variations
Colours displayed on computer monitors, phones and other screens may differ from the actual colour of garments, inks, threads, transfers, patches and other materials.
Colours may also vary slightly between garment dye lots and manufacturing batches.
Reasonable colour variations are not considered defects.
If exact colour matching is critical to your order, please contact Supershirt before production to discuss available colour-matching options.
6. Print and Decoration Placement
Screen printing, DTF printing, embroidery, patches, laser engraving and other decoration processes involve both manual and mechanical production.
Minor variations in placement, alignment, size and appearance may occur between individual pieces.
Placement can also vary slightly because of differences in garment sizes, seams, pockets, zippers, hoods, panels and garment construction.
Reasonable production tolerances are not considered defects.
7. Garment Sizing and Fit
Garment sizing may vary between manufacturers, brands and styles.
A medium from one manufacturer may not fit exactly the same as a medium from another manufacturer.
Customers are responsible for selecting the appropriate sizes before placing an order.
Custom-decorated merchandise cannot normally be returned or exchanged because a customer selected an incorrect size or because of personal fit preference.
If you are unsure about sizing for a large order, please contact us before ordering.
8. Exchanges
We generally do not offer exchanges on customized or decorated products.
If Supershirt supplied an incorrect product or size compared with what was ordered and approved, please contact us and we will review the issue as a production/order error.
9. Order Changes
If you need to change an order, contact us immediately at orders@supershirt.ca.
We will make reasonable efforts to accommodate changes if production has not begun and merchandise has not already been ordered or committed.
Changes to products, quantities, colours, sizes, artwork, decoration methods or decoration locations may affect pricing and production time.
Once production has begun, changes may no longer be possible or may require additional charges.
10. Order Cancellations
Because custom products are produced specifically for each customer, orders generally cannot be cancelled once production has begun.
If you need to cancel an order, contact us immediately at orders@supershirt.ca.
If production has not begun and products, materials or services have not already been specially ordered, purchased, prepared or committed for your order, we may be able to cancel the order.
If Supershirt has already incurred costs relating to the order, amounts associated with merchandise, artwork, digitizing, screens, setup, production or other completed or committed work may be non-refundable to the extent permitted by law.
Nothing in this cancellation policy limits any cancellation, refund or other rights available to a consumer under applicable law.
11. Supplier Inventory and Out-of-Stock Products
Our website may display inventory information obtained from third-party suppliers. Although we make reasonable efforts to keep this information current, supplier inventory can change quickly.
If a product, colour or size becomes unavailable after an order is placed, we will contact you where necessary to discuss available options.
Depending on the circumstances, options may include:
- Waiting for the product to become available
- Selecting another size or colour
- Selecting a comparable replacement product
- Removing the unavailable item from the order
- Receiving an appropriate refund for an unavailable item that cannot reasonably be supplied or replaced
We will not make a materially different substitution without customer authorization.
12. Customer-Supplied Garments and Products
Supershirt may agree to decorate customer-supplied garments or products.
Printing, embroidery, engraving, heat application and other decoration processes involve inherent production risks. These may include scorching, staining, equipment malfunction, misprints, embroidery damage or other accidental damage.
Customer-supplied products are therefore accepted at the customer’s risk.
To the fullest extent permitted by applicable law, Supershirt’s liability for damage to a customer-supplied item will not exceed the reasonable replacement value of the affected item, unless another arrangement was agreed in writing before production.
Please do not provide rare, sentimental, irreplaceable or unusually valuable items for decoration without discussing them with us first.
13. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address.
If a carrier is unable to deliver an order because the customer provided an incorrect, incomplete or undeliverable address and the shipment is returned to Supershirt, the customer may be responsible for the cost of reshipping the order to the corrected address.
Additional charges imposed by the carrier as a result of an incorrect customer-provided address may also be the customer’s responsibility to the extent permitted by law.
14. Shipping Damage
If your package arrives visibly damaged, please photograph the packaging and affected merchandise and contact us promptly.
Please retain the original packaging while the claim is being reviewed, as the shipping carrier may require photographs or inspection of the packaging.
We will assist with an appropriate carrier claim where applicable.
15. Lost or Delayed Shipments
Delivery dates and carrier transit times are estimates and may be affected by circumstances outside Supershirt’s reasonable control.
If tracking indicates that a shipment may be lost, please contact us and we will work with the carrier to investigate.
Carrier delays alone do not automatically make a custom order eligible for a refund, subject to any rights available under applicable law.
16. Refund Method
Where a refund is approved, we will generally issue it to the original payment method where reasonably possible.
Processing time after a refund is issued may vary depending on the bank, credit-card issuer or payment provider.
Shipping charges may be refundable when the return or refund results from an error by Supershirt. Original shipping charges generally are not refundable for customer-requested changes or cancellations where Supershirt was not responsible for the issue, subject to applicable law.
17. Returning Products to Supershirt
Please do not return merchandise to Supershirt without contacting us first.
Depending on the nature of the claim, we may request photographs, arrange a return, provide instructions, or determine that returning the affected merchandise is unnecessary.
For an approved return resulting from a Supershirt error, we will provide appropriate return instructions and address responsibility for reasonable return shipping costs.
Unauthorized returns may delay resolution of the claim.
18. Statutory Consumer Rights
This Return, Refund & Cancellation Policy is intended to explain Supershirt’s normal policies for custom and personalized merchandise.
Nothing in this policy excludes, restricts or modifies any consumer right, warranty, remedy, cancellation right or other protection that cannot lawfully be excluded or restricted under applicable Canadian or provincial law.
19. Contact Us About a Return or Order Problem
If you have a problem with your order, please contact us before returning any merchandise.
Supershirt
875 Foster Ave., Unit 118
Windsor, Ontario N8X 4W3
Canada
Email: orders@supershirt.ca
Phone: 519-916-1693
Toll Free: 1-833-913-1308
Website: www.supershirt.ca
When contacting us about an existing order, please include your order number so we can assist you as quickly as possible.