Refund Policy

Thank you for shopping with Berks Imprints Group LLC d/b/a Berks Imprints ("Berks Imprints," "we," "us," or "our"). Because most of our products are custom made-to-order, our standard policy is that all sales are final. Please review the details below for how we handle cancellations, order issues, and limited situations where a refund or replacement may be available.

1. All Sales Are Final

Due to the custom nature of our products (including personalized items, logo merchandise, team store items, and corporate orders), we do not accept returns or exchanges for:

  • Change of mind or change of event details
  • Incorrect size, color, or product chosen by the customer
  • Personalization errors made based on the information provided at checkout
  • Items ordered for an event that has been rescheduled or cancelled

Please double-check all spelling, dates, colors, sizes, and quantities before placing your order. If you are unsure about a product, we recommend ordering a single sample or contacting us before placing a larger order.

2. Order Changes & Cancellations

Order changes and cancellations are handled under our separate Cancellation Policy. In general:

  • If production and proofing have not started, you may be able to cancel subject to a processing fee or store credit option.
  • Once proofing has begun, design fees may apply.
  • Once your final proof is approved or production has started, the order can no longer be cancelled and no refunds will be issued.

Please review the full Cancellation Policy before placing your order.

3. Order Issues (Damaged, Defective, or Incorrect Items)

We want you to love your order. If there is a problem with your items, we are happy to review it for a replacement or refund where appropriate.

If you receive a damaged, defective, or incorrect item:

  • Contact us at hello@berksimprints.com within 7 days of delivery.
  • Include your order number, a description of the issue, and clear photos of the item(s) and packaging.

After reviewing your request, we will determine the best solution, which may include:

  • Remaking and reshipping the affected item(s), or
  • Issuing a store credit or refund to the original payment method, at our discretion.

We are not able to offer refunds or free remakes when:

  • The design, text, or logo matches the proof you approved but you no longer like the layout, color, or wording.
  • The item color or size does not match your expectations due to device screen differences or measurements not verified before ordering.
  • The order arrives within the production and shipping timeframes shown on the site at the time of purchase, but no longer arrives in time for your event due to late ordering.

4. Shipping Delays, Lost, or Damaged Shipments

Once your order leaves our facility, it is in the care of the shipping carrier. We strongly recommend adding Package Protection at checkout to protect your order from damage, loss, or theft. You can read the full details here: Package Protection.

4.1 Orders with Package Protection

By selecting Package Protection at checkout and paying an additional fee of 3% of your order subtotal, your order is protected from damage, loss, or theft. If your order never arrives or is damaged when it arrives, you can file a claim with our team to receive a replacement or store credit.

For packages marked “Delivered” but not received:

  • Please wait at least 3 days, but no longer than 15 days, after the tracking shows “Delivered” before filing a claim (sometimes carriers scan early or packages are delivered to a neighbor).
  • After that window (3–15 days from the delivery scan), contact us to file a claim. If a replacement can be sent, we will issue a replacement order. If a replacement cannot be sent (for example, limited edition or discontinued items), we will issue store credit for the original purchase price.

For packages not marked “Delivered” and presumed lost by the carrier:

  • If tracking shows that your order has not been delivered and is presumed lost by the carrier, we will issue store credit for the original purchase price.

For damaged packages:

  • If your order arrives damaged, we will issue a replacement. If a replacement cannot be sent (for example, limited edition or discontinued items), we will issue store credit for the original purchase price.

We may ask for your cooperation in filing insurance claims, which can include providing photos of the packaging and product, as well as any other information requested by the carrier.

To file a Package Protection claim, contact us at hello@berksimprints.com with your Order ID, contact information, and a description of the problem. Please include photos of damaged items, if applicable, and use the subject line: “Package Protection Order ####” (replacing #### with your order number).

4.2 Orders Without Package Protection

If you declined Package Protection at checkout and your package is lost, stolen, or damaged in transit, you will need to contact the shipping carrier directly to file a claim. We are not responsible for replacing or refunding orders where Package Protection was declined, but we are happy to provide any documentation you need to assist with a carrier claim.

Package Protection does not cover shipments where the shipping address was entered incorrectly or incompletely by the customer. If a package is returned to us as undeliverable due to an incorrect address, reshipment costs are the responsibility of the customer.

5. Non-Refundable Items & Fees

The following are non-refundable, except where required by law or where we are at fault:

  • Custom and personalized items
  • Team store, fundraiser, or group ordering site items
  • Sale, clearance, or final sale items
  • Shipping costs (including expedited shipping)
  • Rush fees, design fees, and proofing fees
  • Gift cards and store credit

6. How Refunds Are Issued

When a refund is approved, it will be processed in one of the following ways, at our discretion unless otherwise required by law:

  • Refund to your original payment method, or
  • Store credit for use on a future purchase.

Please allow up to 5–10 business days for a refund to appear on your statement once it has been processed. Processing times may vary by bank or card issuer.

7. Exchanges

Because orders are custom made, we do not offer direct exchanges. If you would like a different size, color, or design, you will need to place a new order.

8. Orders Placed Through Team Stores & Custom Webstores

Some items are offered through team stores, fundraising sites, or custom webstores that we host on behalf of schools, departments, and organizations. These programs often have additional restrictions and firm ordering windows. Unless otherwise stated on the individual store page, all such orders are final sale and non-refundable, except in cases of damage or production error.

9. How to Contact Us About a Refund Question

If you have any questions about this Refund & Returns Policy or need help with an existing order, please contact us:

Email: hello@berksimprints.com
Phone: 610-575-2900
Address:
Berks Imprints Group LLC d/b/a Berks Imprints
3209 Oley Turnpike Rd, Ste 1
Reading, PA 19606

By placing an order with Berks Imprints, you agree to this Refund & Returns Policy, our Cancellation Policy, and our Terms of Service.