Cancellation & Replacement Policy

We understand that plans change. Here’s everything you need to know about cancelling, modifying, or replacing your Mintify24 order.

Order Cancellation

Because all our items are custom embroidered, our cancellation policy is based on the production status of your order rather than just the time elapsed:

• Before Design Proof is Created (Full Refund): You may cancel your order for a full refund within 24 hours of placing it, provided that our team has not yet created your design proof. To request a cancellation, immediately email us at [email protected] with your order number and the subject line “Order Cancellation Request.”
• After Design Proof is Created but NOT Approved (Partial Refund): We work quickly! If you request to cancel (even within the first 24 hours) but our design team has already digitized and created your custom design proof, a non-refundable design fee of $10 CAD will be deducted from your refund to cover the labor involved.
• After Design Approval & Production (No Cancellation): Once you have approved your design proof and your order has entered production, the order is strictly final. We cannot cancel, modify, or refund the order at this stage under any circumstances.

Order Modifications

Need to change something about your order? Contact us as soon as possible at [email protected].

• Before design proof is sent: Changes to size, colour, or personalization details can usually be accommodated at no extra cost
• After design proof is sent: We gladly offer unlimited revisions to your current design at no extra cost before you approve it (e.g., adjusting text, changing font, tweaking placement). However, if you request to change the core artwork entirely (e.g., submitting a completely new photo to be digitized after the initial proof has been created), a new design fee ($10 CAD) will apply to cover the additional labor.
• After design approval: Changes cannot be made once production has begun

Replacements

We will provide a free replacement if:

• The embroidery does not match your approved design proof
• The product arrives damaged or defective
• You receive the wrong item

To request a replacement, email us at [email protected] within 30 days of delivery with your order number.

You must include specific photo evidence:

• For damage/errors, a close-up photo of the issue next to the item’s tag;
• For sizing claims, a photo of the garment laid flat with a measuring tape showing the dimensions.

You have 30 days from delivery to report any issue. For monetary refunds instead of replacements, please see our Return & Refund Policy.

Exchanges

Size exchanges may be available within 24 hours of order placement if production has not started. Not sure about sizing? Check our Size Charts before ordering. After that, exchanges are handled on a case-by-case basis. Please contact us promptly.

Urgent Requests

For time-sensitive cancellation or modification requests, please contact us directly:

Email:

[email protected]

Phone:

403-672-3900

We aim to respond to all urgent requests within 2–4 hours during business hours (Monday to Friday, 9 AM–6 PM MT).