Last Updated: September 21, 2026
Thank you for supporting The Swag Shop at SLPS. Many of the products we offer are produced, decorated, printed, embroidered, or otherwise prepared specifically for our customers. Because of the custom nature of our merchandise, our return and exchange policy differs from that of a traditional retail store.
Please review this policy before completing your purchase.
Custom & Made-to-Order Merchandise
Unless otherwise stated, merchandise sold by The Swag Shop is considered custom or made-to-order merchandise.
Products may be printed, embroidered, decorated, personalized, ordered, or otherwise prepared based on customer demand. Because these items are produced specifically for sale through The Swag Shop, we generally cannot return them to inventory or to our suppliers.
For this reason, all sales are considered final except for damaged, defective, or misprinted merchandise, or when an exception is specifically approved by the Program Director.
Damaged, Defective or Misprinted Items
We want you to receive the product you ordered in the condition you expected.
If your item arrives or is provided to you damaged, defective, or with a production or printing error, please contact The Swag Shop within 14 calendar days of receiving your order.
Eligible issues may include:
- Damaged merchandise
- Manufacturing defects
- Incorrect printing or embroidery
- Significant printing or production errors
- An incorrect item produced or provided by The Swag Shop
- Other verified production-related issues
Depending on the circumstances and product availability, The Swag Shop may offer a replacement, exchange, store credit, or refund.
We may request photographs of the item and the production issue before approving a claim.
Size, Fit & Customer Selection
Customers are responsible for selecting the correct product, size, color, design, school, and other available options before completing their purchase.
Because our merchandise is considered custom or made-to-order, an item that does not fit, or a customer changing their mind about a size, color, style, design, or other selection, does not automatically qualify for a return or exchange.
We strongly encourage customers to review available sizing information and product descriptions before placing an order.
Exceptions may be considered on a case-by-case basis and must be approved by the Program Director.
Approval of one exception does not require The Swag Shop to approve similar requests in the future.
14-Day Request Period
All requests for a return, exchange, replacement, or refund must be submitted within 14 calendar days of the customer receiving the merchandise.
Requests submitted after the 14-day period will not be eligible for consideration except where otherwise required by applicable law.
Submitting a request within 14 days does not automatically guarantee that a return, exchange, or refund will be approved.
Return Authorization
Please do not return merchandise without first contacting The Swag Shop.
A return or exchange must be reviewed and authorized before merchandise is returned.
If a return is approved, customers will receive instructions regarding how and where the merchandise should be returned.
Merchandise returned without prior authorization may not be accepted or eligible for a refund or exchange.
Condition of Returned Merchandise
Unless the return involves a damaged or defective product, approved returns must generally be returned in their original condition.
Items should not be worn, washed, altered, or damaged after receipt.
The Swag Shop reserves the right to deny an otherwise approved return if the merchandise is returned in a condition substantially different from when it was received.
Refunds
When a monetary refund is approved, the refund will be issued to the original form of payment whenever possible.
Depending on the circumstances, an approved resolution may instead be issued as store credit.
Cash refunds will not be issued.
Refund processing times may vary depending on the original payment method and financial institution. Once a refund has been submitted to the payment processor, the time required for the credit to appear on the customer’s account is controlled by the customer’s bank or card issuer.
Original shipping, delivery, or other order-related charges are generally nonrefundable unless the refund results from an error by The Swag Shop or is otherwise required by law.
Exchanges
Approved exchanges are subject to product and size availability.
Because many products are produced in limited quantities or made to order, we cannot guarantee that the same product, size, color, or design will be available for an exchange.
If an identical replacement is unavailable, The Swag Shop may offer an alternative item, store credit, or refund, as appropriate.
Return Shipping
If a return or exchange is approved because merchandise was damaged, defective, misprinted, or incorrectly fulfilled by The Swag Shop, The Swag Shop will provide instructions regarding the return of the merchandise and any applicable return-shipping arrangements.
For discretionary returns or exchanges approved by the Program Director for reasons unrelated to an error by The Swag Shop, the customer may be responsible for applicable shipping or delivery costs.
Customers should not mail merchandise to The Swag Shop until return instructions have been provided.
Personalized Merchandise
Products personalized with an individual’s name, number, title, organization, custom artwork, or other customer-requested information are final sale unless the product is damaged, defective, or was produced differently from the information approved or submitted by the customer.
The customer is responsible for verifying spelling, numbers, names, sizes, colors, and other personalization information before submitting an order.
Sale & Clearance Merchandise
Sale, clearance, discontinued, and specially discounted merchandise is considered final sale unless the item is damaged, defective, misprinted, or otherwise incorrectly fulfilled by The Swag Shop.
Order Errors
If you receive an item different from what you ordered because of an error by The Swag Shop, please contact us within 14 calendar days.
We will review the order and work with you to correct the issue.
Order Cancellations
Because production or order processing may begin shortly after an order is placed, orders are not guaranteed to be cancelable after they have been submitted.
If you need to request a cancellation, contact The Swag Shop as soon as possible.
If production, customization, fulfillment, or procurement has already begun, the order may no longer be eligible for cancellation or refund.
Lost or Missing Orders
If you believe your order is missing or you have not received all merchandise included in your order, please contact The Swag Shop promptly with your order information.
Shipping-related claims may also be subject to the requirements or claim procedures of the applicable shipping carrier.
How to Request a Return, Exchange or Refund
To request assistance with an order, please contact The Swag Shop and provide:
- Your name
- Order number or proof of purchase
- Item(s) involved
- Description of the issue
- Photographs of damaged, defective, or misprinted merchandise, when applicable
- Your requested resolution
Requests must be received within the applicable 14-day period.
Proof of Purchase
Proof of purchase may be required before a return, exchange, replacement, refund, or store credit can be processed.
Acceptable proof may include an order confirmation, receipt, Square transaction record, or other information that allows The Swag Shop to verify the original transaction.
Our Commitment
The Swag Shop is a student-powered educational retail operation connected to the Entrepreneurship Program at St. Louis Public Schools. While the custom nature of our products limits our ability to accept traditional retail returns, we want customers to be satisfied with the quality of the merchandise they receive.
If we make a mistake or there is a verified problem with the production of your merchandise, we will work with you to make it right in accordance with this policy.
Nothing in this policy is intended to limit any rights or remedies that cannot be waived under applicable law.
Contact Us
Questions about an order or requests under this policy may be directed to:
The Swag Shop at SLPS
customerservice@jagtown.org
Website: SwagShopSLPS.org
Please include your order number whenever possible so that we can locate your transaction and respond to your request.