Refund policy

At 11:11 Studios, all sales are final due to the custom and made-to-order nature of our products. Because each item is created specifically for the customer based on the selected size, color, design, quantity, and custom details provided at checkout, we do not offer refunds, returns, or exchanges for reasons such as ordering the wrong size, selecting the wrong color, submitting incorrect customization details, changing your mind after purchase, or no longer needing the item. Once an order is placed, materials, production time, and workflow are committed specifically to that order, which makes standard retail-style returns unavailable.

Refunds and returns are also not permitted for issues related to artwork or files submitted by the customer. This includes low-resolution graphics, blurry images, pixelated logos, incorrect sizing of submitted artwork, spelling errors within customer-provided designs, or any quality issue that results from the file the customer uploaded or approved. It is the customer’s responsibility to review all order details carefully and ensure that all submitted files are accurate, print-ready, and high quality before completing the order. 11:11 Studios is not liable for the final print outcome when the issue is caused by the customer’s submitted content.

Because our products are custom, we do not accept returned merchandise for restocking, resale, or exchange. Any item sent back without prior approval will not automatically qualify for a refund, replacement, or store credit. Returned packages that are refused, abandoned, or mailed back without authorization will be handled at the sole discretion of 11:11 Studios. This policy helps protect the business from confusion and ensures clients understand that each order is produced specifically for them and cannot be repurposed once completed.

The only circumstance in which a refund, replacement, or store credit may be considered is when there is a clear error caused directly by 11:11 Studios. Examples may include receiving the wrong item, the wrong design being printed when it does not match the approved order, or a product arriving with a proven manufacturing defect caused during production. In these situations, the customer must contact 11:11 Studios within 3 business days of delivery and provide clear supporting evidence, including the order number, a description of the issue, and photos showing the problem. Failure to report the issue within that timeframe may result in the request being denied.

Once a claim is submitted, 11:11 Studios will review the issue and determine the appropriate resolution based on the facts of the order. Approved resolutions may include a replacement of the item, partial store credit, or another corrective solution determined by our team. Refunds are not automatically issued and will only be approved when a replacement is not reasonable or possible. 11:11 Studios reserves the right to choose the remedy that best addresses the issue while protecting the integrity of our production process.

Shipping fees are non-refundable once an order has shipped. 11:11 Studios is not responsible for delays, lost packages, mishandling, or delivery issues caused by the postal carrier or shipping provider. We are also not responsible for packages sent to an incorrect address entered by the customer at checkout. If a package is marked as delivered by the carrier, but the customer cannot locate it, the customer must contact the shipping carrier directly to file a claim or locate the package. Refunds or replacements will not be issued for carrier-related delivery issues outside of our control.

For client collection orders, including group orders, team stores, family reunion orders, and organization storefronts, all purchases made through that collection are also final. Because these orders are processed together after the collection closes, we cannot cancel, refund, exchange, or adjust individual orders once the collection period has ended. Customers ordering through a collection link are responsible for reviewing their order carefully before submitting payment.

By purchasing from 11:11 Studios, you acknowledge and agree that you are buying a custom-made product and understand that our Refund and Return Policy is intentionally strict to reflect the personalized nature of our business. This policy is in place to remove confusion, protect both the client and the company, and ensure that expectations are clear before any order is placed.