Refund and Returns Policy
Last updated: 03/11/2026
Nobody wants to deal with returns. We get that. But if something isn’t right with your order — or you simply changed your mind — we want to make sure you know exactly where you stand and what your options are.
Here’s our full return and refund process, laid out in plain English.
The Return Window
You have 30 days after your order arrives to request a return. Not 30 days from when you ordered — 30 days from when it actually shows up at your door.
What Qualifies for a Return?
For us to accept a return, the item needs to be in the same condition it arrived in. That means:
Unworn and unwashed — no exceptions. Tags, labels, and original packaging still attached and intact. No signs of use whatsoever — we’re talking no stains, no pet hair, no odors, no wrinkles from being stuffed in a drawer. Basically, if the next person who gets it wouldn’t know it had been opened, you’re good.
We know that sounds pretty strict. But when you’re running a print-on-demand business where every item is made individually, we have to draw a clear line to be fair to everyone.
What’s Not Eligible?
There are a few cases where we can’t process a return:
Custom or personalized orders that were printed exactly as you requested — those are made specifically for you, so they’re final unless there’s a genuine defect. Items showing any signs of use — worn once still counts as worn. Anything returned after the 30-day window — if you’re on day 31, we’re unable to help no matter how much we want to.
Received a Defective or Wrong Item?
First off, we apologize. That shouldn’t happen, but occasionally it does — a print might have a flaw, the wrong size might get shipped, or the package could take a beating during transit. If that’s your situation, here’s the deal:
Contact us within 30 days of receiving the order. Send us your order number and a couple of clear photos showing the problem. We’ll pay for return shipping — not you. You choose: a full refund or a replacement (depending on stock availability).
We don’t make this complicated. If we messed up, we fix it.
Returning Because You Changed Your Mind?
Totally fine. Maybe the size wasn’t what you expected, or the color just doesn’t work for you in person. As long as the item meets the return conditions above, you’re covered. But there are a couple of differences compared to defective returns:
Return shipping cost is on you. The original shipping fee you paid at checkout won’t be refunded — for details on what you paid for shipping, refer to our Shipping Policy. Use a trackable shipping method. Seriously — if your return package disappears on its way back to us, we won’t be able to issue a refund because we never received it.
Do You Charge Restocking Fees?
Nope. Zero restocking fees on any return, for any reason.
Would Rather Cancel Than Return?
If you just placed your order and already regret it, you might be able to skip the whole return process. We have a 24-hour cancellation window — email us at contact@setupmarks.com with your order number and we’ll kill it before production starts.
After those 24 hours? Your item is probably already being printed. Print-on-demand doesn’t have a pause button. You’ll need to wait for it to arrive and then go through the return process. More details in our Terms & Conditions.
Step-by-Step: How Returns Work
Step 1 — Tell us. Email contact@setupmarks.com with your order number, the item(s) in question, and why you’re returning. For defective items, throw in some photos.
Step 2 — Wait for our reply. We’ll review everything and get back to you within one business day with a return authorization and detailed instructions on where and how to ship it back.
Step 3 — Ship it. Pack the item in its original packaging with all tags and accessories. Follow the shipping instructions from our email. Drop it off with the carrier and hang onto that tracking number.
Step 4 — We inspect it. Once the return arrives at our facility, we check it over to make sure it meets our return criteria. After that, you’ll get an email from us with the result — approved or declined.
The Refund Process
Once your return is approved, here’s what happens next:
Your refund goes back to the same payment method you used at checkout. On our end, it takes 3 to 5 business days to process. After that, your bank or card provider might take their own sweet time — usually another 5 to 10 business days before it hits your statement. That last part is between you and your bank, unfortunately. We can’t speed it up.
For details about accepted payment methods and how we handle transactions, see our Payment Policy.
Prefer an Exchange?
Would rather get a different size, color, or style instead of a refund? Just let us know when you email us at contact@setupmarks.com. We’ll check what’s available and walk you through it.
One thing to note — exchanges depend on current stock. If what you want is sold out, we’ll process a refund instead so you’re not left waiting around.
Still Waiting on Your Refund?
If the money hasn’t appeared after the timelines above, try this:
Take another look at your bank statement or card account — sometimes it shows up under a slightly different name. Call your bank or card company directly. They occasionally hold things up on their end without telling you. If you’ve done both and still nothing — email us at contact@setupmarks.com and we’ll track it down.
About Your Personal Information
Whatever info you share with us during the return process stays between us and is handled according to our Privacy Policy. Want to know more about how your data is used or want to opt out of certain sharing? Head over to our Do Not Sell My Personal Information page.
Contact Information
Company Name: DOAN PHAT GARMENT SERVICE COMPANY LIMITED
Tax Number: 0110462462
Viet Nam Address: No. 27A, Alley 139, Phu Dien Street, Phu Dien Ward, Bac Tu Liem District, Hanoi, Vietnam.
US Address: 222 Pacific Coast Highway El Segundo, CA 90245, United States
Email: contact@setupmarks.com
Phone: +1 (323) 486-9880
Contact Form: Click here
Our team is here Monday through Friday, 8:00 AM to 6:00 PM Pacific Time (PT). Drop us a line anytime — we typically get back to you within one business day.
One business day – that’s how long it usually takes for us to get back to you. We’re a small team, but every message matters to us and we make sure it gets a proper response.