Custom-decorated merchandise can't be resold once it has your logo on it — so our return policy is different from typical retail. Here's what we promise, and how it works.
Our quality guarantee
If your order arrives with anything that doesn't match the approved proof — wrong color, wrong size, decoration error, defective garment, missing item — we'll reprint or refund those items at no cost to you. We take quality seriously.
How to report an issue
Within 14 days of delivery:
- Email info@drivenmissionapparel.com with your order number
- Describe the issue and include photos of the defect
- We'll respond within 1 business day with next steps
Most issues get resolved quickly. We may ask you to return the defective items (at our cost) or we may handle the replacement directly without needing the originals back, depending on the issue.
What's covered
- Decoration errors — wrong logo placement, wrong colors, misprints that don't match the approved proof
- Wrong product — different style, color, or size than ordered
- Defective garments — manufacturing defects (rips, stains, broken stitching)
- Damaged in transit — items arriving damaged due to shipping
What's not covered
- Approved-proof matches — if the product matches the proof you approved, it's not eligible for refund. This is why we send proofs.
- Sizing changes after delivery — we provide size charts; customers are responsible for selecting appropriate sizes
- Color expectations — printed and dyed colors can vary slightly from on-screen previews due to monitor calibration and ink/fabric properties. Pantone matching is available as a paid add-on.
- Wear and tear — normal use, washing, and aging are not covered
- Customer-supplied artwork issues — if you provided low-resolution or otherwise problematic artwork and we flagged it, results are at your acceptance
The proof process is your protection
Every order includes a digital art proof before production. The proof shows:
- Exact logo placement and size
- Selected decoration method and ink/thread colors
- Product, color, and quantity per size
Once you approve the proof, production begins faithfully matching what you approved. Take your time on the proof — it's where problems get caught before they become problems.
Cancellations and changes
Before proof approval: You can change or cancel anytime at no cost.
After proof approval, before production: Changes may be possible but could incur fees for revised proofs or new setup charges. Contact us immediately.
Once production begins: We may not be able to stop production. Cancellations at this point may forfeit some or all of the payment depending on costs already incurred.
Refund processing
When a refund is approved:
- Refunds go to the original payment method (typically your credit card or ACH account)
- Credit card refunds appear within 5–10 business days depending on your bank
- ACH/bank refunds typically take 3–5 business days
For partial refunds (e.g., a few items in a larger order), we credit the proportional amount.
Reorders and exchanges
Need additional pieces or want to reorder? We'll honor your original pricing for repeat orders within 6 months when the decoration method, art, and product are the same. Some setup fees may not be reapplied — just let us know.
The mission factor
DMA gives 20% of profit to fund churches and Kingdom work. When you receive a refund, the giving on that portion doesn't happen — because there was no profit on it. We mention this not as guilt-tripping, but for transparency about how the model works.
Contact
For questions about a specific order or this policy:
Replies within one business day. We want every customer to be glad they ordered from us.