Refund policy
Last updated October 17, 2026
At Athlete’s Gift Shop, every product is made just for you. Because of this, our policies balance fairness with the realities of custom production.
If we made a mistake or the product is defective
If your item arrives damaged, defective, or incorrect due to our error, we will replace it free of charge.
Examples include:
- Incorrect sport or name when the order details submitted by the customer were correct
- Manufacturing defects
- Shipping damage
Simply contact us within 30 days with a photo, and we’ll make it right.
If there is a customer input error
Because our products are fully personalized, we cannot refund or replace items when the error comes from the customization options submitted by the customer.
Here is what must be correct in your checkout details. Note that the thumbnail will not match your preview, and that is okay:
Examples of order input mistakes may include:
- Misspelled names entered by the customer
- Wrong sport, size, or variant selected
- Design mockups approved with errors (this applies only to the fully customized medal hanger where the customer selects the option to have a preview prior to production)
Please double-check all information before placing your order. Once production begins, changes cannot be made.
Changes after ordering
We can change your order (design or shipping service) before it goes into production for a $10 change fee. Adding Fast Pass or an upgrade has no change fee. Address changes are free before your order ships.
- Before production only. Once your order goes into production, it can no longer be changed.
- $10 change fee: design changes (such as a name, gender, sport or layout) and changing your shipping service.
- No change fee: adding Fast Pass, an upgrade or another item, such as more rows, a trophy shelf or another product.
- No fee when it was our mistake. If the change fixes an error on our side, such as a problem with your preview, there is no fee. A typo in the details you entered still has the $10 fee.
- Address changes are free before your order ships.
- One fee per request. Several changes asked for at the same time cost $10 once.
- Faster shipping: you get one invoice for the shipping difference plus the $10 change fee.
- Cheaper shipping: we refund the difference minus the $10 change fee. If the difference is less than $10, your shipping stays as it is.
To ask for a change, email support@athletesgiftshop.com with your order number as soon as you can.
Cancellations
Orders may be eligible for cancellation if production has not begun. Because production starts quickly, we cannot guarantee cancellation once an order is placed. If your order has already begun production, it cannot be canceled or refunded.
Still have a question? Email us anytime at support@athletesgiftshop.com, or text 571-267-6799.