Refund and Returns Policy
Refund and Returns Policy
Effective Date: October 1, 2025
Last Updated: October 1, 2025
Thank you for shopping at City of Ann Arbor . We want you to be completely satisfied with your purchase.
Important Information About Our Products
All of our products are made-to-order using print-on-demand technology. This means each item is uniquely created specifically for you after you place your order. Because of this custom production process, we have specific policies regarding returns and refunds.
Our Return Policy
Products We Can Accept Returns For
We will gladly accept returns and offer a free replacement or full refund for products that arrive:
- Damaged or Defective: Products with manufacturing defects or damage during shipping
- Incorrect Product: Wrong item, size, or color sent due to our error
- Print Quality Issues: Misprints, poor quality printing, or design errors on our end
- Missing Items: Products that were paid for but not included in your shipment
Products We Cannot Accept Returns For
Due to the custom, made-to-order nature of our products, we cannot accept returns or offer refunds for:
- Wrong Size or Color Ordered: If you ordered the incorrect size or color
- Buyer’s Remorse: If you simply changed your mind about the purchase
- Fit or Style Preferences: If the product doesn’t fit your personal taste or body type
- Address Errors: Orders delivered to an incorrect address provided by the customer
How to Request a Return or Refund
If you receive a damaged, defective, or incorrect product, please follow these steps:
Step 1: Contact Us Within 30 Days
You must report any issues within 30 days of delivery. After 30 days, we cannot accept return requests.
Step 2: Provide Order Information
When contacting us, please include:
- Your order number
- A description of the problem
- Clear photos showing the issue (front, back, close-ups of defects)
Step 3: Do Not Return the Item
There is no need to return the damaged or defective product. We will review your photos and information to determine the best solution.
Contact Information for Returns
Email:support@cityofannarbor.com
Subject Line: “Return Request – Order #[Your Order Number]”
Resolution Process
Once we receive your return request with photos, we will:
- Review Your Request: Our team will inspect the photos and information within 2-3 business days
- Determine Eligibility: We’ll verify that your issue qualifies under our return policy
- Offer a Solution: If approved, we’ll offer either:
- A free replacement product (reprinted and reshipped at no cost), OR
- A full refund to your original payment method
Refund Processing
If a refund is approved:
- Processing Time: Refunds are processed within 3-5 business days after approval
- Payment Method: Refunds will be issued to your original payment method
- Arrival Time: Please allow 5-10 business days for the refund to appear in your account, depending on your bank or credit card company
Replacement Processing
If a replacement is approved:
- We will produce a new item and ship it to you at no additional cost
- Production and shipping times follow our standard timelines
- You will receive tracking information once the replacement ships
Package Return to Sender / Lost in Transit
If your order is returned to sender or lost in transit due to an incorrect or incomplete address you provided, we can only offer:
- A refund of the product price (shipping costs are non-refundable)
- An option to reship the order at your expense with a corrected address
To avoid this issue, please:
- Double-check your shipping address before completing your order
- Ensure your address includes apartment/unit numbers if applicable
- Make sure the address is complete and legible
Order Cancellations
Before Production
If you need to cancel your order before it enters production, please contact us immediately. We may be able to cancel and issue a full refund. However, once production begins, we cannot cancel the order.
After Production
Once your order is in production or has shipped, it cannot be canceled or modified.
Quality Control
All products go through a quality control process before shipping. However, if you notice a quality issue with your order, please report it within 30 days of delivery with photo evidence.
Exchanges
We do not offer direct exchanges. If you ordered the wrong size or color, you would need to place a new order for the correct item. The original order cannot be refunded unless it arrives damaged or defective.
International Orders
The same return and refund policy applies to international orders. However, please note:
- Customs fees, duties, and taxes are non-refundable
- Return shipping costs (if required) are the customer’s responsibility
- International refunds may take longer to process depending on your location
Questions or Concerns
If you have any questions about our return and refund policy, please don’t hesitate to contact us:
City of Ann Arbor
Email: support@cityofannarbor.com
We’re here to help and want to ensure you’re happy with your purchase!
Summary of Timeline
- Report Issues: Within 30 days of delivery
- Review Time: 2-3 business days after submission
- Refund Processing: 3-5 business days after approval
- Refund Arrival: 5-10 business days to appear in your account
- Replacement Production: Standard production and shipping times apply
Thank you for your understanding and for supporting City of Ann Arbor!
