Order Support
Need help with an order, custom request, quote, or delivery question? You’re in the right place. Custom Trip Apparel creates made-to-order apparel, accessories, and keepsakes, so it is very important that all order details are checked carefully before anything goes into production.
Before You Order
If you are ordering one item or a simple ready-made design, you can shop directly through the website. Choose your product, size, colour, and available options, then add it to your cart.
If you are ordering for a group, need mixed sizes, individual names, roles, dates, destinations, “Most Likely To” wording, or several product types, please use our group quote form before ordering.
Custom Order Responsibility
Custom orders are made especially for you and cannot be resold. Because of this, you are responsible for checking that all details are correct before placing or approving your order.
Please carefully check names, dates, destinations, group names, roles or titles, “Most Likely To” wording, spelling, product style, size, colour, quantity, uploaded artwork, and design instructions.
Once a custom order is sent to production, changes may not be possible.
Custom Order Cancellations
Custom orders cannot be cancelled more than one hour after ordering. Orders are sent to the printer quickly, so please make sure all details are correct before submitting your order.
After the one-hour cancellation window has passed, the order may already be in production and cannot be cancelled.
No Refunds on Custom Orders
There are no refunds on custom orders unless there is a verified production error, printing error, wrong item, wrong colour, or another issue caused by the printer or fulfilment process.
Because custom products are made specifically for your order, they cannot be returned, exchanged, refunded, or resold due to customer error, incorrect sizing, incorrect spelling, wrong dates, wrong names, wrong colour choice, change of mind, or ordering the wrong product.
Wrong, Damaged, or Printer Error Orders
If your order arrives with a production issue, please contact us within 7 days of delivery.
Production issues may include a wrong item received, wrong colour sent, incorrect print placement, printing error, damaged item, or another printer/fulfilment error.
Most of the time, printer errors or fulfilment mistakes can be replaced by the print provider once proof is supplied. Photo proof is required so we can report the problem and request a replacement where applicable.
How to Report a Problem
If there is a problem with your order, please email us within 7 days of delivery at:
Please use this subject line: Problem with order number [your order number]
Please include your order number, a clear description of the issue, photos of the item showing the problem, photos of the packaging if the item was damaged in transit, and any other helpful details. We will review the issue and contact the print provider where appropriate. If the issue is confirmed as a printer or fulfilment error, a replacement may be arranged.
Production and Shipping
Most custom apparel orders are made within several business days after order details are confirmed. Delivery time depends on the product, destination, shipping method, and carrier.
You will receive an order confirmation after placing your order and a shipping notification when your order has shipped.
Delivery Address and Carrier Delays
Please make sure your shipping address is correct before placing your order. Custom Trip Apparel is not responsible for orders delivered to an incorrect address if the address was entered incorrectly at checkout.
Once your order has shipped and is in the hands of the postal service or shipping carrier, delivery is the responsibility of that carrier. This may include USPS, Royal Mail, or another delivery service depending on the order and destination.
We are not responsible for delays caused by USPS, Royal Mail, customs, weather, holidays, local delivery issues, missed scans, high shipping volume, or other carrier-related problems once the shipment has left our print partner.
We will always do our best to help you locate tracking information, but we do not control postal service delivery times after the package has been handed over to the carrier.
Tracking Your Order
As soon as your order ships from our print partner, tracking information will be sent to the email address used at checkout.
Please keep this tracking information and refer to it when checking where your order is. Tracking updates are provided by the shipping carrier, and delivery times may vary depending on the carrier, destination, weather, holidays, and other shipping delays.
If you cannot find your tracking email, please check your spam or junk folder first. If you still need help, contact us at:
Please include your order number so we can help you faster.
Issues Not Covered
We cannot offer refunds or replacements for custom orders due to customer spelling mistakes, incorrect names/dates/destinations/wording supplied by the customer, wrong size ordered, wrong colour selected, wrong product selected, change of mind, late event planning where delivery estimates were not suitable, or failure to review a proof before approval.
Contact Us
For order help, quote questions, custom design questions, or delivery concerns, email us at: