Returns, Replacements, and Custom Orders
Many AirplaneTees products are personalized, customized, made to order, or produced specifically for each customer after an order is placed. Please review your product selections and personalization carefully before submitting your order.
Our Common-Sense Approach
We understand that every order and every situation can be a little different. AirplaneTees uses a fair, reasonable, and common-sense approach when reviewing concerns involving returns, replacements, damaged products, and customized orders.
We genuinely want our customers to be happy, and we will do everything reasonably possible to make things right when a product arrives damaged, broken in transit, defective, incorrectly produced, or different from what was submitted with the order.
We also ask customers to use the same common-sense approach.
For example, if a customer enters a name incorrectly, misspells personalization, selects the wrong size or design option, or leaves a customization field blank, the finished product is not considered defective when it accurately reflects the information submitted with the order.
On the other hand, if the customer correctly enters the personalization and AirplaneTees or one of our production partners produces it incorrectly, we will take responsibility and work to correct the problem.
A few simple examples:
- If you enter “JON” but intended to enter “JOHN,” that is a customer-entry error.
- If you enter “JOHN” and the product arrives printed as “JON,” that is a production error.
- If an item arrives cracked, torn, broken, damaged, or unusable because of shipping or production, please contact us so we can review the issue and make it right.
- If the product matches the size, color, design, wording, and personalization shown in the submitted order, an incorrect selection or omitted detail is not considered an AirplaneTees error.
Please contact us before assuming that nothing can be done. We will review the order details, photographs, production information, and circumstances of the issue and make a fair decision based on the facts.
Our goal is not to hide behind technicalities. Our goal is to take responsibility when we make a mistake, help when something legitimately goes wrong, and ask customers to take responsibility for the information and selections they submit.
Personalized and Custom-Made Products
Personalized, customized, and made-to-order products are final sale and generally cannot be returned or exchanged because they cannot ordinarily be restocked or resold.
This includes, but is not limited to:
- Personalized luggage tags and crew tags
- Products containing a customer’s name, title, airline, aircraft, employee number, contact information, or other requested wording
- Products made with customer-selected colors, designs, logos, images, or custom options
- Products specifically identified as personalized, custom-made, or made to order
- Products created according to special instructions submitted by the customer
Personalized and custom-made products are eligible for a replacement or refund only when they arrive damaged, defective, materially misprinted, incorrectly produced, or different from the personalization information actually submitted with the order.
Customer Responsibility for Personalization
Customers are responsible for reviewing all information entered or selected before submitting an order.
This includes:
- Names and spelling
- Capitalization and punctuation
- Titles and ranks
- Employee numbers
- Phone numbers and contact information
- Airline and aircraft selections
- Colors and design choices
- Product size and style
- All other customization details
The information shown in the completed order and order confirmation is the controlling record of what the customer requested.
If a personalization field is left blank, omitted, or not completed during checkout, the product may be produced without that personalization. Missing information that was not included in the submitted order is not considered an AirplaneTees production error.
Customer-entered spelling errors, incorrect selections, omitted information, and other mistakes made while placing the order are not eligible for a free replacement, return, or refund.
Requests sent separately by email, social media, text message, order notes, or another communication method are not guaranteed to be included unless AirplaneTees confirms in writing that the request was received and added to the order before production began.
Proofs and Customer Approvals
When AirplaneTees provides a design proof, production may begin after the customer approves the proof.
Approval confirms that the customer has reviewed and accepted the:
- Spelling
- Wording
- Layout
- Colors
- Design selections
- Images
- Personalization
- Other information shown in the proof
Errors appearing in an approved proof are not eligible for a free replacement or refund unless the finished product differs materially from the approved proof.
Not every product or order includes a separate design proof. Customers remain responsible for reviewing the information submitted with the order even when no proof is provided.
Order Changes and Cancellations
Contact AirplaneTees immediately if an order needs to be changed or canceled.
Because orders may be submitted to production shortly after they are placed, changes and cancellations are not guaranteed.
Once production has begun, personalized, custom-made, and made-to-order products generally cannot be changed, canceled, or refunded.
Submitting a change or cancellation request does not mean the request has been accepted. A change or cancellation is accepted only after AirplaneTees confirms it in writing.
AirplaneTees is not responsible for a requested change that was submitted after production began or that was not confirmed in writing.
Damaged, Defective, Misprinted, or Incorrect Products
Please contact AirplaneTees within 30 calendar days after delivery if a product:
- Arrives damaged
- Arrives broken
- Has a manufacturing defect
- Is materially misprinted
- Is a different product from the product ordered
- Is a different size or color from the selection shown on the order
- Contains personalization that differs from the information submitted with the order
- Is missing an item included in the order
Please provide:
- Your order number
- A description of the problem
- A photograph showing the entire product
- Clear close-up photographs showing the damage, defect, or printing issue
- A photograph of the shipping label or packaging when requested
- Any other information reasonably needed to review the claim
Please do not discard the product or packaging until the claim has been resolved.
When the problem is confirmed as an AirplaneTees or production-partner error, AirplaneTees will provide an appropriate remedy at no additional cost.
Depending on the circumstances, the remedy may include:
- A replacement
- A reprint
- A partial refund
- A full refund
- Another reasonable solution agreed upon with the customer
A return may not be required for a damaged or defective product. AirplaneTees will provide instructions after reviewing the claim.
AirplaneTees may require the damaged or incorrect product to be returned before issuing a replacement or refund.
What Is Not Considered a Defect
The following are generally not considered defects, production errors, or reasons for a free replacement or refund:
- Personalization information omitted from the submitted order
- Spelling, wording, numbers, or information entered incorrectly by the customer
- Selecting the wrong product, size, color, style, rank, airline, aircraft, or design option
- Leaving a required or optional customization field blank
- Changing your mind after the order has been placed or production has begun
- Ordering the wrong size
- An item not fitting as expected when the correct ordered size was supplied
- Minor differences between colors displayed on a screen and the finished product
- Minor differences in print placement, sizing, alignment, or appearance caused by normal manufacturing processes
- Minor variations between separate production runs
- Normal wear and tear
- Damage caused by use, washing, improper care, misuse, accidents, or alterations
- Failure to follow posted product descriptions, size charts, or care instructions
An item is not considered defective merely because the customer expected personalization, wording, or another feature that was not entered or selected when the order was placed.
Size and Fit
Customers are responsible for reviewing the applicable size chart before ordering.
Because most apparel is produced to order, AirplaneTees does not provide free replacements, exchanges, or refunds when a customer orders the wrong size or when an item does not fit as expected.
Sizing can vary between brands, products, styles, and manufacturers. A size purchased from another company or in another product style may not fit exactly the same.
If the product received is labeled with a different size from the size shown in the customer’s order confirmation, contact AirplaneTees within 30 calendar days after delivery.
Returns of Eligible Non-Custom Products
A non-personalized product may be returned only when its product page expressly states that it is returnable or when AirplaneTees authorizes the return in writing.
To qualify for an approved return, the product must generally be:
- Unused
- Unworn
- Unwashed
- Free from odors
- Free from stains
- Free from pet hair or human hair
- Free from damage or alterations
- In its original condition
- Returned with its original packaging, tags, and accessories
- Shipped within the timeframe provided in the return authorization
Unless the return results from an AirplaneTees error, the customer is responsible for return-shipping costs.
Original shipping charges are not refundable unless the return resulted from an AirplaneTees error or a refund is otherwise required by law.
Products marked final sale, personalized products, custom-made products, and made-to-order products are not eligible for change-of-mind returns.
Return Authorization Is Required
Do not mail a product to AirplaneTees, a printing facility, a manufacturer, or the return address appearing on a package without first contacting AirplaneTees and receiving written return instructions.
The return address printed on a shipping label may belong to a production or fulfillment facility and may not be able to process customer returns or refunds.
Unauthorized returns may not be accepted, identified, reshipped, or refunded.
When a return is authorized, customers should use a trackable shipping service and retain the tracking information.
Unless AirplaneTees provides a prepaid return label, the customer remains responsible for the returned package until it is delivered to the authorized return location.
A refund for an approved return will be issued only after the returned product has been received and inspected.
Providing a tracking number does not by itself establish that:
- The correct product was returned
- All items were included
- The product arrived in acceptable condition
- The return qualifies for a refund
Approved refunds will be returned to the original payment method whenever possible. Banks, credit card companies, and other financial institutions may require additional processing time before a refund appears.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address.
If an order is returned because the customer:
- Supplied an incorrect address
- Supplied an incomplete address
- Failed to include an apartment, suite, or unit number
- Failed to claim the package
- Refused delivery
- Failed to pay applicable customs charges
- Provided other incorrect delivery information
the customer will be responsible for any additional shipping charges required to resend the order.
Personalized and made-to-order products returned for these reasons are not eligible for a refund merely because the package was returned to the sender.
Address changes are not guaranteed after an order has entered production or shipped.
Packages Lost in Transit
Claims involving packages that appear to be lost in transit must be submitted no later than 30 calendar days after the estimated delivery date.
AirplaneTees may require:
- Confirmation of the shipping address
- Information from the shipping carrier
- Completion of a carrier investigation
- Confirmation that the customer has checked the delivery location
- Other information reasonably necessary to investigate the claim
When tracking shows that a package was delivered, AirplaneTees may ask the customer to check with:
- Household members
- Neighbors
- Building management
- Front desk personnel
- Mailrooms
- The local delivery carrier
- Other possible delivery locations
AirplaneTees will review lost-package claims individually and will use a reasonable, common-sense approach based on the tracking information and circumstances.
Refused and Unclaimed Packages
Refusing delivery does not automatically create a right to a refund.
Personalized, customized, and made-to-order products that are refused or left unclaimed remain subject to the final-sale provisions of this policy.
Additional shipping charges may apply if the customer requests reshipment.
Unclaimed or refused products may eventually be donated, recycled, discarded, or otherwise disposed of if they are not claimed within the timeframe provided by the fulfillment facility.
Hygiene-Sensitive Products
For health and hygiene reasons, opened, worn, or unsealed hygiene-sensitive products cannot be returned unless they are damaged, defective, or incorrect when delivered.
This may include face coverings, masks, undergarments, and other products identified as hygiene-sensitive.
Chargebacks and Payment Disputes
Customers are encouraged to contact AirplaneTees before filing a chargeback or payment dispute so that we have a reasonable opportunity to investigate and resolve the problem.
Nothing in this policy prevents a customer from exercising legitimate rights through their bank, credit card company, or payment provider.
However, AirplaneTees may contest claims that are inaccurate or inconsistent with the available records.
Relevant records may include:
- The submitted order
- The order confirmation
- Personalization information
- Customer-approved proofs
- Customer communications
- Production records
- Photographs
- Shipping records
- Carrier tracking information
- Return-delivery information
Knowingly making false statements, claiming an item was not received when the available evidence establishes delivery, or misrepresenting the personalization submitted with an order may result in the dispute being challenged.
International Customers
Nothing in this policy limits any consumer right that cannot legally be waived.
Where applicable law provides additional rights for products that are damaged, defective, incorrectly produced, or incorrectly supplied, AirplaneTees will honor those rights.
Personalized, customized, and made-to-order products may be excluded from change-of-mind, cancellation, or cooling-off rights where permitted by applicable law.
Customers are responsible for any customs charges, import taxes, duties, or other fees imposed by their country unless otherwise stated.
Policy Abuse
AirplaneTees reserves the right to limit or refuse returns, replacements, refunds, or future orders in cases involving suspected fraud, repeated policy abuse, false claims, excessive return activity, altered products, or other dishonest conduct.
This provision will not be used to deny a legitimate claim involving a damaged, defective, or incorrectly produced product.
Contacting AirplaneTees
To request assistance, report a problem, or request return authorization, please use the Contact Us page on AirplaneTees.com.
Include:
- Your order number
- The email address used to place the order
- A clear explanation of the issue
- Photographs when applicable
Please do not ship a return until AirplaneTees has reviewed the request and provided written instructions.
We strive to treat every customer fairly, use common sense, and make legitimate problems right. We ask our customers to approach order concerns with the same fairness, honesty, and common sense.
Language
This policy is governed and interpreted in accordance with the English-language version, regardless of any translation provided for convenience.