Refund policy

Thank you for shopping with SquadGear. Because our Team Packs are custom-made and personalized for each team, please review this policy carefully before placing your order.

Custom Product Policy

SquadGear products are made specifically for your team using your selected design style, roster size, team logo, athlete names, jersey/cap numbers, and QR/profile links.

Because of this, custom Team Packs are not eligible for returns, exchanges, or refunds once production has started, unless there is a production error or defect caused by SquadGear.

Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible after checkout.

We may be able to update or cancel your order if production has not started yet. Once your team details have been submitted, reviewed, and moved into production, changes, cancellations, and refunds may no longer be available.

Roster, Logo, and QR Link Accuracy

Customers are responsible for submitting accurate team details, including:

  • Team or club name
  • Team logo
  • Athlete names
  • Jersey/cap numbers
  • QR/profile links
  • Shipping address
  • Event deadline, if applicable

Please carefully review all information before submitting your roster form. SquadGear is not responsible for customer-submitted typos, incorrect jersey/cap numbers, broken links, wrong QR destinations, low-resolution logos, or inaccurate roster information after production has started.

If we notice missing, unclear, or unusable information before production, we may contact you by email for clarification.

Production Errors or Defective Items

If your order arrives with a production error or defect caused by SquadGear, please contact us within 7 days of delivery.

Examples may include:

  • Incorrect item received
  • Printing defect
  • Damaged product upon arrival
  • Personalization error caused by SquadGear
  • Missing items from your Team Pack

Please include your order number, a description of the issue, and clear photos of the affected item or items.

If we confirm that the issue was caused by SquadGear, we may offer a replacement, reprint, store credit, or refund depending on the situation.

Damaged or Missing Packages

If your package arrives damaged, please contact us within 7 days of delivery and include photos of the packaging and damaged items.

If your package is marked as delivered but you did not receive it, please contact the shipping carrier first using your tracking information. Once an order has been handed to the carrier, delivery delays, lost packages, or carrier-related issues may be outside of SquadGear’s control.

We will do our best to help resolve shipping issues when possible.

Event Deadlines

We understand that many SquadGear orders are tied to tournaments, seasons, or special events.

To help ensure timely delivery, please submit your roster form, logo, and athlete details as soon as possible after checkout. Delays in submitting required team details may delay production and shipping.

Delivery by a specific event date is not guaranteed unless confirmed by SquadGear in writing.

Refund Method

If a refund is approved, it will be issued to the original payment method used at checkout. Please allow time for your bank, credit card company, or payment provider to process the refund.

Questions

For questions about your order, refund eligibility, or a production issue, please contact us at: team@shopsquadgear.com