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Política de reembolso

Last Updated: [11/17/2025]

Thank you for shopping with The Soto Shack. We take pride in providing high-quality custom products and services. Due to the nature of our work, certain items are not eligible for returns or refunds. Please review the policy below before placing your order.

1. Custom & Made-to-Order Items (Non-Refundable)

Because many of our products are custom-created—including DTF prints, personalized apparel, embroidery, and any item made using customer-provided artwork—all custom and made-to-order items are final sale.

We do not offer refunds, returns, or exchanges on custom products unless the item arrives damaged or contains an error made by The Soto Shack.

2. Eligibility for Refund or Replacement (If Applicable)

A refund or replacement may be approved under the following conditions:

  • The item arrived damaged

  • The item contains a confirmed production error caused by The Soto Shack

  • The product received is substantially different from what was ordered

To qualify, you must contact us within 72 hours of delivery and provide:

  • A description of the issue

  • Clear photos of the product and packaging

  • Your order number or proof of purchase

Failure to provide documentation within this timeframe may result in denial of the request.

3. Non-Custom Items

If you purchased a non-custom item (e.g., premade goods or accessories), you may request a return or exchange within 14 days of delivery, provided the item is:

  • Unused

  • Unworn

  • In its original condition

  • In its original packaging

Return shipping costs are the responsibility of the buyer unless the return is due to our error.

4. Shipping Issues

Lost or Delayed Packages

Once an order has been shipped, The Soto Shack is not responsible for carrier delays, incorrect delivery, or lost packages caused by postal services.
We will, however, assist you in filing a claim with the shipping carrier.

Incorrect Address Provided

If an order is returned due to an incorrect or incomplete address, the buyer is responsible for additional shipping fees to resend the package.

5. Cancellations

  • Orders may be canceled within 12 hours of purchase if production has not yet begun.

  • Once work has started on a custom item, cancellation is no longer possible.

To request a cancellation, please contact us immediately at the email listed below.

6. Refund Processing

If approved, refunds will be issued to the original payment method.
Please allow 5–10 business days for your bank or payment provider to process the refund.

7. Exchanges

Exchanges are only available for non-custom items that meet the eligibility criteria.
Custom items are not eligible for exchange unless the issue was caused by The Soto Shack.

8. Contact Information

For refund questions, return requests, or to report an issue, please contact:

The Soto Shack
Support@thesotoshack.com
www.thesotoshack.com

We will respond as quickly as possible to assist with your request.

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