Store Policies

Returns & Refunds — All Sales Final

Every Wilburn Studio piece is custom print-on-demand and made just for you after you order. Because of that, we cannot accept returns, exchanges, or refunds for changing your mind, sizing regret, or color preference. Please read sizing details carefully before purchasing.

No Returns. No Exchanges. No Refunds.

All apparel, hats, gloves, hoodies, long-sleeves, and accessories are produced on demand by our fulfillment partner the moment your order clears. Nothing sits in a warehouse, so nothing can be restocked.

The Exchange Exception — Our Mistake, Our Fix

If your item arrives damaged in transit, misprinted at production, or you receive the wrong item or wrong size due to a Wilburn Studio fulfillment error, we will exchange or replace it free of charge — including return shipping. You must contact us within 7 days of delivery and include:

Your order number
Clear photos of the damage, defect, or incorrect item
A photo of the shipping label and packaging

Email samwilburn@icloud.com or submit the form below and we'll ship a replacement within 2 business days.

Submit a return request →Track an existing request →

Note: customer-fault sizing regret, color preference, or "changed my mind" are NOT eligible for exchange. The exchange exception covers production/shipping defects only.

Size & Fit

Check the size chart on every product page before ordering. We cannot exchange for a different size once production begins. Tees and hoodies run true-to-size with an oversized drape; hats are adjustable snapback; gloves are one-size-fits-most.

Lost or Stolen Packages

Once a tracking number shows delivered, responsibility transfers to the customer. We are not able to replace stolen porch packages. File a claim with the carrier and your local authorities.

Web Design Services

Deposits for web design projects are non-refundable once work has started. See your project agreement for milestone refund terms.

FAQ

Returns & Exchanges — Common Questions

Can I return an item if it doesn't fit?: No. Because every piece is made-to-order print-on-demand, we cannot accept returns for sizing or fit. Please use the size chart on each product page before ordering — tees and hoodies are oversized true-to-size, hats are adjustable snapback, gloves are one-size.
Can I exchange for a different color or size?: Only when the error is on our end — damaged in transit, misprinted, or we shipped the wrong item/size. Customer-fault size or color regret is not eligible for exchange.
What if my package arrives damaged?: Email samwilburn@icloud.com within 7 days of delivery with your order number, clear photos of the damage, and a photo of the shipping label. We'll ship a free replacement within 2 business days.
What if my order never arrives?: If tracking still shows in-transit after 21 days from ship date, contact us and we'll work with the carrier on a replacement. Once a package shows delivered, responsibility transfers to the customer — we cannot replace stolen porch packages.
Will I get a refund for a damaged item?: We replace defective items rather than refund them. Refunds are only issued if we cannot fulfill a replacement within 30 days.
Do you ship internationally?: Currently US-only. International orders may be supported later — duties, taxes, and longer transit times would be the customer's responsibility.
How long do I have to file a claim?: 7 days from delivery for damaged, misprinted, or wrong-item exchanges. After 7 days, all sales are final without exception.
Are web design service deposits refundable?: No. Deposits are non-refundable once work begins. Milestone refund terms are outlined in your project agreement.

Web Design Deposits

Deposit & Project Refund FAQ

Deposits secure your spot on the build calendar and pay for the discovery, strategy, and concept work that happens before a single pixel of your site is delivered. The terms below apply to every web-design package and care plan.

Is my deposit refundable before work begins?: Yes — 100% refundable if you cancel BEFORE the kickoff call or before we open the intake form on your behalf. Once the kickoff happens, the deposit is earned.
What if I cancel after work has started?: Deposits are non-refundable once work begins. You'll be invoiced for any completed milestones (discovery, wireframes, design, build, QA) and credited for whatever you've already paid. Any remaining balance is refunded within 10 business days.
What counts as 'work has started'?: Any of: kickoff call held, intake form submitted, brand/strategy doc drafted, wireframes started, design comps started, or development begun. We mark the start date in writing in your project thread.
Can I pause my project?: Yes, once for up to 30 days at no cost. Pauses beyond 30 days incur a $150 re-onboarding fee to re-block calendar time and reload context.
What if I'm not happy with the design?: Every package includes 2 revision rounds at the design stage. We work through your feedback until you approve, then move to build. Refunds are not issued for subjective preference after design is approved.
Are monthly care plans refundable?: Care plans are billed monthly and can be canceled anytime — you keep service through the end of the current billing period. We do not prorate partial months. Annual care plans (when offered) are refundable on a prorated basis minus a 10% admin fee.
What if you fail to deliver?: If we miss a milestone by more than 14 days without a written extension you've agreed to, you can cancel and receive a full refund of any un-earned portion. This is rare — we ship on schedule.
Who owns the work if we part ways mid-project?: You own everything you've paid for: completed designs, written copy you provided or paid for, and any code deployed to your domain. Unbuilt concepts and unpaid milestones remain Wilburn Studio property.
Are domain, hosting, and third-party fees refundable?: No. Domain registrations, hosting, premium plugin licenses, stock photo licenses, and any third-party software purchased on your behalf are non-refundable pass-through costs.
How are chargebacks handled?: Please contact us first — most issues are resolved within 48 hours. Filing a chargeback while a project is active forfeits any remaining deliverables and pauses access to your site until the dispute is closed.

Questions? Reach Samuel directly at samwilburn@icloud.com. Policy last updated June 5, 2026.