Returns & Exchanges

Last updated: September 4, 2026

Most merchandise produced by DarkPoint is made or decorated specifically for an order. Because of that, our return policy works a little differently than a traditional retail store.

If we made a mistake, received a defective product, or shipped something different from what you ordered, let us know. We'll work with you to make it right.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, misprinted, incorrectly decorated, or different from what you ordered, please contact us as soon as possible after receiving it.

We may ask for photographs or other information so we can determine what happened and resolve the issue. Depending on the situation, we may replace the affected item, reproduce the order, issue a refund, or provide another appropriate resolution.

Custom and Made-to-Order Merchandise

Custom, decorated, personalized, and made-to-order merchandise generally cannot be returned or exchanged because you changed your mind, selected the wrong product or size, or no longer need the item.

This includes merchandise produced through DarkPoint merch stores, team stores, custom merchandise projects, and other orders produced specifically for the buyer.

Sizing

Please review available product information and sizing before placing your order. Sizing can vary between brands, products, and styles.

Because most decorated merchandise is produced specifically for an order, we generally cannot accept returns or exchanges when the correct size was produced and shipped based on the size selected at checkout.

Personalized Items

Items personalized with names, numbers, locations, departments, teams, or other buyer-specific information cannot be returned or exchanged unless the item is defective or DarkPoint produced the personalization incorrectly.

Merch Store Orders

Merchandise purchased through a DarkPoint merch store is often produced specifically for the order. Store products are therefore subject to the same custom and made-to-order return conditions described on this page.

Some stores or products may use pre-produced inventory and may have different return or exchange options. When different terms apply, they will be communicated for that store or product.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible. We will make a reasonable effort to accommodate the request if production has not started.

Once merchandise has entered production, been decorated, personalized, or otherwise committed specifically to your order, changes or cancellations may no longer be possible.

Shipping Problems

If you receive the wrong shipment, an item is missing from your order, or your package arrives damaged, contact us so we can review the shipment and determine the appropriate next step.

If tracking shows a package as delivered but you cannot locate it, please check the delivery location and contact the carrier when appropriate. You can also contact DarkPoint and we will help review the shipment information available to us.

How to Request Help

Contact DarkPoint with your order information and a description of the issue. Including photographs of damaged, defective, or incorrect merchandise can help us resolve the problem more quickly.

We review return, replacement, and refund requests based on the merchandise, production method, order circumstances, and the nature of the issue.

Questions

If you have a question about whether an item can be returned, exchanged, replaced, or refunded, contact us before sending anything back. Merchandise returned without prior authorization may not be accepted.