Marco Polos does not offer returns or refunds on custom orders past two days after receiving full payment. We will fully refund all costs if you request a refund within two days after payment.
Marco Polos makes fully custom polo shirts and apparel. Every order is customized and produced solely for the customer or organization.
For this reason, we cannot offer refunds for your custom orders.
If there are any issues with your order, please get in touch with us at support@marcopolos.com, and we will ensure any problem is solved. A full refund will be provided if the issue is our fault.
Terms and Conditions:
Orders are non-refundable.
The average order turnaround time is 20 business days.
You agree to our No Refund & No Returns policy by paying for an order.
We encourage our clients to order a custom sample of their custom apparel to inspect the overall look and ensure that it meets their expectations. Once an order has been confirmed and placed without a custom sample, Marco Polos is not liable for any dissatisfaction that the customer might experience or portray. Customers will have opportunities to verify their design multiple times before an order goes to print. Please ensure all spelling and designs are perfect before processing the final order.
Here's why we do not offer refunds on custom orders:
Sizing
Our sizing charts can be found at www.marcopolos.com/sizing. Our products are made to the measurements on our sizing charts with a tolerance of +/-10%. We do not offer refunds or exchanges for items ordered in the wrong size. Unless you paid for a sizing kit or received a custom sample - you cannot base sizing on the free samples we send out. Sizing kits are available for $100, but once returned in 30 days, Marco Polos will return the $100.
Colors
The colors on your custom polo shirt are selected using the Pantone color code set in your designs or the closest Pantone color code based on the designs. Pantone colors are always displayed in your artwork. If you require any specific color codes, those must be provided to us. Depending on the GSM, weight, and type, every color will print differently on the fabric after printing. For this reason, we do not offer refunds for color issues for shades of color. Only obvious mistakes in color (i.e., Navy instead of Sky Blue) will be eligible for refunds. Please order a sample shirt because placing a large order.
Designs & Graphics
The designs we make for you are a general representation of the custom polo shirt you will receive. We try to match exactly what you see in our designs, but we cannot guarantee it 100%. Things such as placement, sizes of logos and numbers, graphics, outlines, and other design specifications must be noted in writing and confirmed in the design template to reproduce it correctly. For this reason, we do not offer refunds for design issues after the client approves the final design.
Turnaround Time
Our turnaround time is an average of 20-25 business days (4-5 weeks). Turnaround time is defined as the time from order confirmation to ship date. Marco Polos is not liable for shipping time. Generally, shipping time is only three days, but delays with FedEx, DHL, and UPS happen. Turnaround time starts when the designs are confirmed, the sizes/numbers are established, and the payment is made. If any of this stuff is missing, our turnaround time might be prolonged. If a rush charge applies to your order, we can produce custom polo shirts within three weeks (15 business days). Depending on the order size, type of apparel, current production demand, and other specifications, factors might make our turnaround time longer for your order. While we understand how important it is to deliver your custom polos on time and take every measure to fulfill this need, we can't guarantee on-time delivery. For this reason, we do not offer refunds for late orders. We would refund rush fees if it were a rush production order and the order did not arrive in time.
Canceled Orders
An order is started as soon as the final payment is made. If an order is asked to be canceled, it must be done within 1-2 days after placing an order. Otherwise, orders cannot be revoked.
Return Policy
Any problems with items that may qualify for a redo or credit must be reported within three days of being received. This includes issues regarding design, misspelled names, missing items, or items with rips or tears. If there is an issue, we need to be notified immediately to take care of it. Act fast!
Visual evidence of errant apparel must be provided for all issues. Replacement items typically take 15 business days to be received after the case has been investigated and the redo order has been placed.
Warranty
Marco Polos has a guaranteed warranty of 30 days for all custom uniforms and apparel upon delivery. If your item rips or has defects, we can replace it free of charge if proper documentation, including photos, is sent to us. After 30 days, we are no longer liable for any damage or issues on your custom polo shirts; however, believe your product will last as long as you care.
Policy for Addons
35% charge per polo for all add-ons (under 25 pieces) if the client has ordered 50+ in a previous order.
Add-on time is still 3-4 weeks.
Policy for Rush Orders
You cannot rush greatness…we recommend planning for 21-30 days after receiving payment. Our shirts are sublimated, cut, and sewn for each order. We understand you want your custom polo shirts fast, but design and quality are our focus.
Policy for White-Labeling (Logo Removal / Custom Branded)
The minimum white label fee is $350 or 25%, whichever is higher. We can remove our Marco Polos logo from all products and leave it blank or replace it with your custom-branded logo.
DUTIES & TAXES
Marco Polos ships worldwide, and many countries have imposed duty fees/taxes that will be invoiced before or after your products are delivered. These duty fees are the responsibility of the client to pay - not on Marco Polos. We primarily ship with FedEx, UPS, and DHL. To read up on their policies, please visit their official websites.
If there are any issues with your order, don't hesitate to contact us at support@marcopolos.com, and we will do our best to ensure you are happy with your order!