Refund policy

Return & Exchange Policy

Thank you for supporting our small business. Because our products are made to order, each item is produced specifically for the customer after the order is placed. Please review our return policy before purchasing.

Made-to-Order Items

All T-shirts, apparel, stickers, signs, and custom products are made to order. Because of this, we do not accept returns or exchanges for reasons such as ordering the wrong size, changing your mind, or no longer wanting the item after it has been produced.

Please double-check sizing, color, design, shipping address, and order details before completing your purchase.

Damaged, Defective, or Incorrect Items

We want you to be happy with your order. If your item arrives damaged, defective, misprinted, or different from what you ordered, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the product and packaging

If the issue is confirmed, we will offer a replacement, store credit, or refund depending on the situation.

Sizing Issues

Because apparel is made to order, we cannot accept returns or exchanges for incorrect sizing. Please review the size chart carefully before placing your order. If you are between sizes, we recommend ordering the larger size.

Order Cancellations

Orders may only be canceled if production has not yet started. Once an order has entered production, it cannot be canceled, changed, returned, or refunded.

Shipping Issues

We are not responsible for packages that are lost, stolen, delayed, or delivered to an incorrect address provided by the customer. Please make sure your shipping address is accurate before placing your order.

If a package is returned to us due to an incorrect address, failed delivery, or refusal of delivery, the customer may be responsible for additional shipping costs to resend the order.

Final Sale Items

Custom, personalized, limited-run, and made-to-order items are considered final sale unless they arrive damaged, defective, misprinted, or incorrect.

How to Contact Us

If there is a problem with your order, please contact us at:

hourglassdesignworks@gmail.com

Please include your order number and photos if applicable. We will review your request and respond as soon as possible.

We appreciate your understanding and support.