Refund Policy
Custom and decorated apparel and promo products from The Sole Provider are made to order. Our refund policy reflects that reality — and our commitment to making things right when we get it wrong.
The Short Version
- Custom work is final. Once production starts, orders can't be cancelled, returned, or refunded.
- If the mistake was on our end, we fix it. Reprint, replace, refund — whatever fits the situation.
- Report issues within 5 business days of delivery so we can act on it.
What We Cover
We're responsible for fixing things when we caused them:
- Print quality issues on a properly-supplied file
- The wrong product shipped
- Our typo on a finalized proof
- Anything that doesn't match what you approved
If any of that happens, tell us within 5 business days of delivery and we'll make it right — customer's choice of reprint, replacement, or refund.
What We Don't Cover
We are not able to refund or replace for:
- Sizes you ordered that didn't fit your team
- Art files you supplied that were low-resolution, wrong dimensions, or had errors we couldn't reasonably catch
- Designs you insisted on after we flagged a concern (e.g., a logo too small to embroider cleanly)
- Anything you approved on a proof
Once you approve a proof, that approval is binding. We build exactly what you signed off on.
Damaged or Missing Items
Custom apparel runs sometimes have small imperfections. We accept up to 1% of the order or 1 piece (whichever is greater) as standard production margin — we typically catch those before they ship.
Anything beyond that tolerance gets replaced or refunded at your choice. Report damage or shortages within 5 business days of delivery.
Lost or Damaged in Transit
Carriers (UPS, FedEx, USPS, LaserShip) are responsible for loss or damage in transit. File a carrier claim and we'll help you track and reconcile where we can. If a delay impacts a time-sensitive event, we will refund the shipping charge in good faith.
Cancellations
- Before proof approval (with our approval): A 25% cancellation fee applies to everything except shipping and tax (which are refunded in full).
- After proof approval: No cancellations, no refunds. Production has begun.
- Graphic design once work has started: Non-refundable. We will revise the design as many times as needed to get it right (within reason); we don't refund design time.
Return Shipping
If a return is approved, buyer pays the return shipping unless the issue was on our end.
How to Request a Refund or Replacement
Email us within 5 business days of delivery with your order number and a description (with photos if relevant) of the issue:
Email: solepdistributions@gmail.com Phone: (978) 844-6206
We'll respond quickly and work with you on the best path forward. Most issues get resolved with a single conversation.