Returns & Exchanges Policy

Last updated: 11 November 2026

This page explains the practical side of sending something back to Print Lane: what you can return, how long you have, how to ask for a return label, how to pack the parcel and how a wrong size gets sorted out. It is the “how to” page. For the money side, meaning how much comes back to you, where it goes and how fast, read our Refund Policy. If you are stuck at any step, email support@printlane.shop and we reply within 24 hours on business days (Monday to Friday).

1. The 60-day window

You have 60 days from the delivery date to start a return. That is long enough to get through the reunion, the lake week or the cruise, wash the shirts, see who outgrew theirs by the end of summer, and still send things back. You only need to email us within those 60 days to start the return.

The window starts on the day the parcel was delivered to the address on the order, not the day you placed it and not the day of your event. If the organiser received the whole order and handed shirts out later, the 60 days still count from the delivery to the organiser.

2. What you can return

Every product on printlane.shop can be returned within 60 days. That includes the standard family tees, the hoodie, the crewneck sweatshirt, the long sleeve, the tank, the baby bodysuit and the three personalised tees with a family name, a destination or a “Hello” name tag. You do not need a reason. Common reasons families send things back:

• A size did not fit. A youth L that should have been an adult S, or a 2XL that runs long on someone who usually wears XL.
• Someone did not come. A household cancelled at the last minute and their shirts are left over.
• You ordered a few extras and did not need them all. The spare sizes for stragglers stayed in the box.
• You changed your mind about a colour, a design or the whole idea.
• Something went wrong on our side: a shirt arrived damaged, a size or colour is not what you ordered, or the text does not match what you typed.

A note on personalised shirts: we make them exactly as typed, with no proof step, so a spelling mistake you typed yourself is still returnable within 60 days, but the replacement is a new order. The quickest fix for a typo is to email us within 24 hours of ordering, before the shirt is made.

3. How to start a return, step by step

1. Email us. Write to support@printlane.shop with a subject line like “Order #1234 — return”. Include your order number, the name on the order, and a list of the shirts you are sending back: product, size, colour and how many.
2. Tell us the reason. One line is enough. “Wrong size, need adult M instead of youth XL” or “Two households could not come” both work. The reason helps us send the right label and, for our mistakes, put things right.
3. Add a photo only if something is wrong with the shirt. For a damaged item or a print that does not match your order, a clear photo of the problem and of the shipping label helps. You do not need photos for change of mind or wrong size. Photos are deleted 30 days after delivery of the related order.
4. Get your free return label. We reply within 24 hours on business days with your return instructions and a free return label.
5. Pack and send. Follow the packing notes in section 4, attach the label and drop the parcel with the carrier named on the label.
6. Keep the receipt. Hold on to the drop-off receipt or tracking number until your return is complete.

3.1 What to include for each kind of return

Please email us before sending anything back. A parcel that arrives without a return request is hard to match to an order, and that slows down everything that follows.

4. Packing your return

• Fold the shirts and put them in the bag or mailer they arrived in if you still have it, or any sturdy bag or box.
• Put a note inside with your order number and your name. If several households are sending shirts back from one order, ask one person to collect them and send a single parcel; it is easier to track and quicker for us to match.
• Remove any older shipping labels from a reused box so the carrier only sees the return label.
• Seal the parcel well. Shirts are light, but a torn mailer can lose a baby bodysuit on the way.
• Write the tracking number from the label in your email thread with us, or simply reply “sent” once it is in the carrier’s hands.

5. Who pays return postage

We do. Return postage is free for every return to Print Lane. If you changed your mind or picked the wrong size, we send you a free return label. If the problem is ours, such as a damaged shirt or a wrong colour, the return is free too. You never need to buy postage yourself, so please wait for our label rather than shipping at your own cost. There are no restocking fees.

6. Wrong size? How to swap it

Sizing a whole family from toddler 2T to adult 5XL means the odd guess will miss. Here is the simplest way to fix it:

1. Email us with your order number, the size you have and the size you need. Use the Size Guide first to check the new size against a shirt the person already owns.
2. We reply with a free return label for the shirt that does not fit, and tell you the options for getting the right size to you.
3. If your event is close, tell us the date. A shirt in the new size can be ordered straight away, without waiting for the old one to reach us, and goes through the normal 1–3 business days of making plus 7–14 business days of transit.

Our Shipping & Delivery page has a count-back table if you want to check whether a replacement can still arrive in time for the group photo.

7. Damaged, wrong or not what you typed

If a shirt arrives damaged, in the wrong size or colour, or with text that does not match what you entered and saw in the read-back line, email us as soon as you notice, with your order number and a photo. Return postage is free and we tell you how we will put it right. When the event is coming up, include the date so we can talk through what is still possible in the time left.

If the text matches what was typed in the order but was spelled wrong at checkout, that is still covered by the 60-day return, and the corrected shirt is a new order.

8. What happens after your return arrives

When your parcel reaches us, we match it to your return request and check the shirts against the list you sent. We then email you to confirm it has arrived. Your refund is sent within 7 days of us receiving the return, to your original payment method, or as store credit if you prefer. The details, including store credit that never expires, are on our Refund Policy page.

If a parcel shows as delivered to us but you have not heard from us, reply to your return email with the tracking number and we will look for it.

9. Returns from Canada, Australia and New Zealand

The 60-day window and free return label apply to all four countries we ship to. Returns from outside the US travel a longer way back, so start your return as early as you can within the 60 days. If you have a question about a return from your country, email us before you pack the parcel.

10. Before it ships: change instead of return

If you spot a problem within 24 hours of ordering, you usually do not need a return at all. Email us to change the size, colour, spelling or address, or to cancel. The steps are on our Cancel or Change an Order page. After 24 hours the order may already be in production, and the 60-day return is the way to fix it once it arrives.

11. Gifts and orders paid by someone else

Family orders are often paid by one person and worn by thirty. Anyone can start a return, but the email should include the order number and the name on the order so we can find it. The refund goes back to the payment method used for the order, so if Grandma paid and a cousin is returning a shirt, the money goes to Grandma’s payment method unless she asks for store credit. Agree that inside the family first; it saves an awkward email chain.

12. Small things that make a return quicker

• One parcel per order. If shirts from one order are scattered across households, gather them first. Three small parcels for one order take longer to match than one.
• Use the subject line. “Order #1234 — return 3 shirts” tells us what you need before we open the email.
• List sizes the way the shop does. Write “Youth M” or “adult 2XL” rather than “medium”, so nobody has to guess whether it is a child’s or an adult’s shirt.
• Do not wait until day 59. Starting early leaves time for the label to reach you and the parcel to travel, especially from Canada, Australia or New Zealand.
• Reply in the same email thread. Keeping the conversation in one place means your order number and earlier messages stay attached.

13. Need help with a return?

Email support@printlane.shop with your order number and a short description. We reply within 24 hours on business days. You can also read the FAQs, browse the Help Center, or see how to write a clear request on our Submit Ticket page.

Print Lane, 245 Kinsey Drive, Sumter, SC 29150, US. Support by email only.