Redo & Store Credit Policy
Last updated: August 2026
Our Promise
If we made an error, we'll fix it — full stop. We'll gladly redo the order until it's right. If a redo isn't the right fit for the situation, we'll issue store credit toward a future order instead. We stand behind the quality of every shirt, decal, and transfer that leaves our shop.
What's Covered
We'll redo the order or issue store credit at no cost if:
- The design, size, garment, or color printed doesn't match what you approved
- The print itself is defective — cracking, peeling, or misprinting straight out of the package
- Your order arrives damaged in shipping
- We shipped the wrong item or the wrong quantity
What's Not Covered
- Sizing issues based on a size chart you approved before ordering (we're happy to help you double-check sizing before production — just ask)
- Errors in artwork, text, or spelling that were present in the file or proof you approved
- Normal wear and tear, or damage from improper washing (garments should be washed inside-out in cold water — see care instructions with your order)
- Buyer's remorse on a custom design that was produced exactly as approved
When in doubt, reach out before you order — we'd rather answer a question upfront than deal with a mismatch after the fact.
How to Report an Issue
Email Scott@RoxburyCustomVinyl.com or call/text (201) 400-1437 within 7 days of receiving your order. Please include:
- Your order details (name, date ordered, what was ordered)
- A clear photo of the issue
- A brief description of what's wrong
We typically respond within a few hours during business hours and will let you know the next step — a redo, replacement, or store credit.
Redo & Store Credit Turnaround
Approved redos follow our standard 2-5 business day production time (or faster, when possible — mistakes on our end get priority). Approved store credit is applied to your account and available to use toward any future order right away — it doesn't expire.
Cancellations
Orders can be cancelled or changed free of charge before production begins. Once printing has started, we generally can't cancel, since the materials and labor are already committed — but reach out and we'll always see what we can do.
Design Concepts & Revisions
Your first design concept, developed from your ideas and direction, is provided at no charge and presented for your review before any quote is finalized. Once that initial concept has been shared, minor adjustments and refinements — colors, sizing, text, and similar tweaks that build on the approved direction — are also included at no additional cost.
Requests to explore a substantially different concept, layout, or style, rather than refine the one already presented, are treated as a new design and may be subject to an additional design fee. We'll always confirm any fee with you in advance before starting that work.
If we develop a design concept for you and you decide not to move forward with production, but would still like to use that artwork elsewhere, a licensing fee applies to purchase the rights to the design. This covers the design time invested and ensures the work is properly licensed for your use outside of an order with us. Reach out and we'll be happy to work out the details.
Questions?
This policy is meant to be straightforward, not a wall of fine print. If your situation doesn't fit neatly into the categories above, just contact us — we handle most things case by case.
Roxbury Custom Vinyl
Email: Scott@RoxburyCustomVinyl.com
Phone: (201) 400-1437