At Silver Squirrel Digital Designs, we provide custom-branded apparel and digital storefronts for organizations. Since all items are custom-made, our exchange policy is limited to specific circumstances outlined below.

Eligibility for Exchanges

Exchanges are only accepted if:

  • The item was delivered damaged.
  • The wrong item was sent.

Customers must report any issues within 7 days of delivery. Items must be in their original condition (unworn, unwashed, and unaltered) to qualify for an exchange.

How to Request an Exchange

To initiate an exchange, please email [email protected] with the subject line: “Order Issue – [Company Name]”

Include the following details in your email:

  • Order number
  • Clear photos of the damaged or incorrect item
  • Description of the issue

We aim to respond to exchange requests within 2-3 business days of receiving the request.

Exchange Process

Definition of Local and Non-Local Orders

  • Local Orders: Orders shipped within Carson City Nevada.
  • Non-Local Orders: Orders shipped outside of Carson City Nevada, including nationwide and international orders.

Customers will be notified via email once their exchange request has been reviewed and approved or denied.

  • Local Orders: If the order was shipped within Carson City, Nevada, we will arrange a time to collect the item. In some cases, a replacement may be sent without requiring the return of the original item.
  • Non-Local Orders: The return shipping process will be determined on a case-by-case basis. Customers may be required to return the item before a replacement is issued.
  • If the item is out of stock, customers may choose between:
    • A delayed exchange (when the item is restocked)
    • A substitute item of equal value

Processing Time for Exchanges

Packaging Requirements for Returns

All returned items must be packaged securely to prevent damage during transit. We are not responsible for returns that arrive damaged due to improper packaging. Exchanges are processed within 5-10 business days after approval. Processing times may vary depending on item availability and shipping location. Once approved, replacements are typically shipped within 3-5 business days.

Shipping Costs for Returns

  • For local orders, we will coordinate the return at no cost to the customer.
  • For non-local orders, return shipping costs will be determined on a case-by-case basis. Customers may be responsible for return shipping unless the issue was due to an error on our part.
  • Replacement items will be shipped via standard shipping unless otherwise arranged. Expedited shipping options may be available at an additional cost.

No Refunds

We do not offer refunds—only exchanges for eligible items.

Exceptions & Limitations

  • International Orders: Exchange processing times may be longer for international orders, and customers may be responsible for customs duties and return shipping.
  • Limited Edition Items: Exchanges for limited-edition items are subject to availability and may not be possible if the item is out of stock.

The following items and situations are not eligible for exchange:

  • Final Sale Items: Clearance or promotional items cannot be exchanged.
  • Normal Wear & Tear: Items that have been worn, washed, or damaged after delivery are not eligible.
  • Incorrect Sizing: Exchanges will not be accepted for sizing mistakes unless the incorrect size was shipped.
  • Late Requests: Exchange requests made after 7 days from delivery will not be accepted.
  • Minor Imperfections: Slight variations in print, embroidery, or color are considered normal for custom-branded apparel and do not qualify for an exchange.
  • Custom Design Variations: Positioning differences, slight color shifts, or fabric texture affecting print results are normal in custom apparel and do not qualify as defects.
  • Storefront-Specific Policies: Some organizations using our storefronts may have additional return/exchange rules. Customers should refer to the specific store’s policy for further details.
  • Lost or Stolen Packages: Silver Squirrel Digital Designs is not responsible for lost or stolen packages once they have been marked as delivered. Customers should contact the shipping carrier to file a claim.
  • Incorrect Shipping Address: If an order is undeliverable due to an incorrect shipping address provided by the customer, additional shipping costs for re-delivery may apply.
  • Defective Item Inspection: All returned items will be inspected upon receipt. If the item does not meet our exchange criteria, the exchange request may be denied.
  • Holiday & Peak Season Delays: During peak seasons or high-demand periods, processing and shipping times may be longer than usual. We appreciate your patience.
  • Exchange Denial Clause: We reserve the right to deny an exchange if the request does not meet the criteria outlined in this policy.

By purchasing from our digital storefronts, you acknowledge and accept this exchange policy.

For any questions, please contact us at [email protected].