Returns & Refund Policy
At New Wave Print, we take pride in our custom work and want you to feel confident when ordering from us. Because many of our products are made, printed, embroidered, or otherwise decorated to your specifications, return eligibility depends on whether an item is custom or non-custom and on the reason for the request.
New Wave Print is based in Phoenix, Arizona. Products and production methods vary, so the applicable product listing or approved quote defines the exact item, customization, and production scope for each order.
Custom Orders
Custom-made, custom-printed, embroidered, personalized, or otherwise decorated products are made specifically for you. These items are final sale and cannot be returned, exchanged, or refunded unless there is a production error, the item is defective or damaged, or the finished product does not match the approved design due to our error.
If there is a problem with a custom order, contact us within 5 days of delivery. Include:
- Your order number or proof of purchase
- Clear photographs showing the item and the issue
- A short description of what is wrong
Eligible Non-Custom Returns
Eligible non-custom items may be returned within 30 days of delivery. To qualify, the item must be unused and in the same condition in which it was received. It must also be returned in its original packaging. A receipt, order number, or other proof of purchase is required.
Do not send an item back to the product manufacturer. Contact New Wave Print before mailing a return so we can review eligibility and provide instructions.
Non-Returnable Items and Services
The following are not eligible for discretionary return, exchange, or refund:
- Custom-printed apparel
- Items that have been embroidered, printed, personalized, or otherwise decorated
- Custom design or artwork services
- Artwork preparation, redraw, or digitizing services for embroidery
- Digital or production file creation
- Sale or final-sale items
The custom-order exception for a verified production error, defect, damage, or an item that does not match the approved design remains subject to the 5-day reporting requirement above.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, incorrect, or different from the approved design because of our error, email shawn@newwaveprint.com within 5 days of delivery. Please include your order number, clear photographs, and a description of the issue.
After reviewing the request, New Wave Print may offer a replacement, store credit, or refund based on the circumstances. Exchanges are limited to items that are defective or damaged.
Refund Review and Processing
When a return is received and inspected, we will email you to confirm receipt and notify you whether the refund has been approved or declined.
Approved claims are processed within 5–7 business days. If a refund is approved, it will be issued to the original payment method. Your bank or card provider may require additional time to post the credit to your account.
Late or Missing Refunds
If New Wave Print has confirmed that a refund was issued and you have not received it after 5 business days:
- Check your bank account again.
- Contact your credit card company, because posting may take additional time.
- Contact your bank, because financial institutions may have their own processing period.
- If the refund is still missing, email shawn@newwaveprint.com.
Return Shipping
Mail authorized returns to:
New Wave Print
2432 West Peoria Ave., Suite 1096
Phoenix, AZ 85029
You are responsible for the shipping cost of returning an item. Shipping costs are non-refundable. If return-shipping costs are paid by New Wave Print and deducted from an approved refund, the deduction will be reflected in the refunded amount.
Delivery time for a replacement or exchanged product varies by destination. For higher-value returns, consider using a trackable shipping service or purchasing shipping insurance. New Wave Print cannot guarantee receipt of a return shipment.
Need Assistance?
For questions about return eligibility, damaged or incorrect items, or a pending refund, contact shawn@newwaveprint.com. Include your order number whenever possible so we can review the request efficiently.
Thank you for supporting New Wave Print and trusting us with your custom apparel and decorated-product needs.