Returns, Refunds, Cancellation & Shipping

3.1Returns

Within 30 days of purchase: unworn and unwashed, tags on, receipt or order email in hand — full refund to the original payment. Past 30 days or no receipt, we'll offer store credit if the garment is in sellable shape. Returns made in the shop are refunded the same day, at the register. Garments from a team or wholesale order follow clause 3.8 instead.

3.2Exchanges

Size and colorway swaps are free anytime within 30 days, subject to floor stock. If your size is out, we'll hold your swap for the next lot — they're numbered, you'll know when it lands.

3.3Repairs

Workmanship repairs are free for the garment's life (see clause 2.5). Wear-and-tear repairs — patches, new ribbing once the old has worn out, zipper swaps — are done at cost. No appointment; walk in with it.

3.4Custom & embroidered goods

Garments embroidered or printed to your order can't be returned for a change of mind — but if we got the work wrong against the approved proof, we remake them free (clause 3.14 explains when you can choose a refund instead).

3.5By mail

Not local? Email shop@passiveapparel.com for a return authorization before shipping to our operational and customer-service address: 436 Oak St, Manistique, MI 49854. We cover return postage when the mistake is ours. Mailed returns are refunded within 5 business days of the return arriving here; your card issuer may take a few more days to post the refund.

3.6Refunds: how and when

Refunds go back to the original payment method. Returns made in the shop are refunded the same day, at the register. For mailed returns, cancellations and accepted problem reports, we send the refund within 5 business days of the return arriving or of confirming the amount. Your bank or card issuer may take another 5 to 10 business days to post it.

There's no restocking or cancellation fee on top of the amounts listed in clauses 3.8 and 3.10; those are the only amounts we keep. Where the law gives you a better result, the law wins.

3.7When a team, wholesale or custom order is confirmed

A quote request isn't an order (clause 2.3). Every team, wholesale and custom order starts with a written, itemized quote in USD. It lists the garments, sizes and quantities, colorways, decoration, unit and total price, shipping or pickup, sales tax where it applies, and the ready date. We won't charge for anything the quote doesn't list.

The order is confirmed when you approve that quote in writing (a reply email is fine) and the payment it calls for has cleared. Team lots take a 50% deposit, with the balance due at pickup or before shipping. Wholesale pays in full before shipping, or on net-30 once we've done business before. Custom work pays what the approved quote states. We email you when the order is confirmed, and again on the day it goes into production.

3.8Cancelling an order

Email shop@passiveapparel.com to cancel. A cancellation takes effect when we receive it. Unless your approved quote states a different schedule, this is what you get back of the amount you've paid:

• Before production starts: 100%.
• After production starts, before any garment is embroidered or printed: 75%. The 25% we keep covers artwork setup, digitizing and the bench time held for your lot.
• After embroidery or printing starts: garments already decorated can't be cancelled (clause 3.4). Garments not yet decorated are refunded at 75% of their share of the order.
• Once the order has shipped or is ready for pickup: it can't be cancelled. Undecorated garments from it can still be returned within 30 days of delivery or pickup, unworn with tags on, for 75% of their share, the same as cancelling during production.

One exception to the list above: wholesale orders of undecorated garments can be cancelled for a full refund any time before they ship. On net-30 accounts nothing has been paid up front, so the schedule works in reverse: you owe the share we would otherwise keep. For a decorated order that's nothing before production starts, 25% after it starts, and the full price of anything already decorated. Undecorated wholesale orders owe nothing if cancelled before they ship. Retail purchases are paid at the register and are covered by the return policy instead.

3.9Changing an approved order

Before production starts, you can change sizes, quantities, colorways, artwork or the date needed. We send an updated quote, and nothing extra is charged until you approve it in writing. Once production has started, a change may move the price or the ready date, and it follows the same rule: revised quote first, your written approval, then any new charge. If we can't make the change, you can keep the original order or cancel it under clause 3.8.

3.10If we have to cancel

If we can't fill a confirmed order for a reason within our control, you get back 100% of what you paid for the unfilled part. We send it within 5 business days of telling you.

If something outside either side's control gets in the way (severe weather, a carrier or supplier shutdown, a power outage, government action), we'll first offer a new ready date or a comparable garment or colorway. If none of that works for you, we refund the unfilled part, less any documented, non-recoverable third-party cost already committed to your order, as far as the law allows.

3.11Shipping: where, how and when

Retail pieces are walk-in only; we don't mail single retail items. Team and wholesale orders ship to U.S. addresses only: the 50 states and Washington, D.C. We don't ship internationally.

Shipped orders go out with tracking, and we email you the tracking number. They leave within 10 business days of confirmation (clause 3.7), which on net-30 accounts means quote approval; your written quote gives the date. Delivery is complete when the carrier marks the package delivered to the address on your quote. If it says delivered but nothing arrived, clause 3.14 still covers you.

3.12Pickup

Pickup at the Manistique shop (directions and hours) is always an option, during shop hours (MON–FRI 10–6 · SAT 9–5). Team-lot balances are due at pickup. Please check the order when you collect it. Orders not picked up within 60 days may be restocked after we've tried to reach you twice (clause 2.4).

3.13Shipping costs and delivery problems

Shipping, and sales tax where it applies, are itemized in USD on the written quote before you approve it. A shipping charge that wasn't on the approved quote won't be added later.

If a wrong address, a refused delivery or a missed delivery sends the package back to us, we'll contact you. Any cost to ship it again is quoted first, and we charge it only after you approve it in writing.

3.14Damaged, missing, wrong or lost

Tell us within 7 calendar days of delivery or pickup if something arrives damaged, is missing, or doesn't match the approved quote or proof. Email shop@passiveapparel.com or call +1 (906) 978-8381 with your name, the quote email, the affected items and photos; if it shipped, include the box and label. Please keep the items and packaging until we've sorted it out.

We'll acknowledge your report within 1 business day and propose a fix within 3 business days of having what we need. The first fix is a remake or replacement; work done wrong against the approved proof is remade free (clause 3.4). If that isn't possible, or you'd rather not wait, we refund the affected items within 5 business days.

If tracking shows no movement for 5 business days, or says delivered but nothing arrived, tell us. We'll open a claim with the carrier and remake or refund the missing items. Decoration that doesn't match the approved proof is remade free under clause 3.4 even after this 7-day window. The window is for shipping and order problems: it doesn't shorten the repair promise (clause 2.5), which covers wear after delivery, or any right the law gives you for faulty goods.

3.15Billing questions and disputes

If a charge or invoice looks wrong, email shop@passiveapparel.com or call +1 (906) 978-8381 within 7 calendar days of noticing it. Include your name, the charge date and amount, and what's off. We'll acknowledge it within 2 business days and give you a full answer within 5 business days of having what we need. Contacting us first is usually fastest, but it doesn't waive any right you have under the law or your card network's rules.

3.16Artwork, and what we won't make

Send only artwork you have the right to use. You keep ownership of it; sending it lets us copy and adapt it (for example, digitizing it for embroidery) as needed to quote, proof and make your order. We won't embroider or print logos, marks or designs that belong to someone else without their permission, or anything that would break the law. If we have to decline an order for that reason, we refund anything you've paid in full.

3.17Questions about this policy

Ask before you approve a quote: call +1 (906) 978-8381 or email shop@passiveapparel.com. Formal notices go by mail to the address in clause 3.5. Passive Apparel LLC is a Wyoming LLC; the Manistique shop is its operational and customer-service address, and clause 2.10 covers governing law. Nothing in this policy limits a consumer right that can't be waived where you live.