Custom Order Terms

Quotes

Submitting the quote form starts a conversation; it is not an order and does not reserve production capacity. A quote becomes binding only when you approve the specific garment, artwork, quantities, price, and delivery expectations in writing.

Payment

All custom orders require payment in full before the printing process begins. We do not begin production against a deposit or an invoice with open terms.

We accept:

• Credit card via Etsy — subject to an additional 3% processing fee, applied on top of the quoted order total.
• ACH bank transfer — no processing fee.
• Check — no processing fee. Checks must clear before production begins.

Your quote will state the payment method, the order total, and any processing fee separately, so the final amount is clear before you approve anything.

Artwork and rights

You confirm that you own the artwork you send or have permission to use it, including any logos, characters, photographs, fonts, or other protected material. We decline requests that appear to infringe someone else's rights.

You keep ownership of your artwork. You grant us and our print partner the limited permission needed to produce your order.

You are responsible for the artwork files you supply. Problems that originate in the file itself — insufficient resolution, low contrast, unintended transparency, incorrect color mode, or artwork that does not meet print guidelines — are not covered by a reprint, because they are not production errors. We will flag anything we spot during review, but the final file is yours.

Proofs and approval

Before anything goes to production, we send you a digital proof at no additional charge, showing design placement, sizing, garment, and product details. We do not provide physical samples as part of the standard process.

Your written approval is the point of no return. Once you approve, the approved version is exactly what gets produced. Design placement and sizing decisions you have signed off on are not treated as defects afterward, so please review the proof carefully — this is the step where changes are free and afterward they are not.

Made to order and cancellation

Items are produced specifically for you after approval and payment. Because nothing is pulled from existing stock, custom orders cannot be canceled, changed, or returned once the order has been submitted for production.

Before production begins, an order can be canceled and payment returned, less any payment-processing fees already incurred.

Production and delivery timing

Delivery estimates are confirmed after the product, quantity, artwork, and shipping destination have been reviewed. Estimates are not guarantees. Production time and shipping time are separate, and carrier delays are outside our control.

Shipping delays on their own are not grounds for a refund or reprint unless a package is confirmed lost. See below for how that works.

Shipping addresses

You are responsible for the accuracy of the shipping address you give us. Once an order enters production, the address cannot be changed.

Orders delivered to an address exactly as you supplied it are considered fulfilled. If a package is returned to us because the address was incorrect or incomplete, or because it went unclaimed, reshipping is available at your cost. Address errors are not covered by our print partner and cannot be reprinted for free.

Misprints, defects, and damaged items

If an item arrives misprinted, defective, or damaged in transit, contact us at hello@ardionventures.com within 14 days of delivery and include:

• Your order details
• A clear photo showing the problem — this is required, not optional
• If several items share the same defect, one additional photo or video showing all affected items together in a single frame

Please do not ship anything back to us unless we specifically ask you to. Returning a defective item is not required to resolve a claim.

Once we have the photos, we file the claim with our print partner and follow their determination. Where a production error is confirmed, the standard remedy is a free reprint of the affected items. A refund may be offered instead at our discretion where a reprint is not practical — for example if a hard event date has already passed.

The 14-day window exists because our print partner requires claims within 30 days of delivery, and we need time to document and file yours inside that window. Reports that arrive after 14 days may fall outside what we can recover, and we may not be able to offer a remedy.

Lost and undelivered packages

If tracking stops updating or a package does not arrive, contact us and we will open an investigation with our print partner.

A package generally cannot be formally declared lost until 30 calendar days have passed for domestic US and regional EU deliveries, or 45 calendar days for international deliveries. We know that is a frustrating wait; it is the window our partner and the carriers require before a claim can be filed. Please report a suspected loss as soon as you notice it so we can start the clock and file promptly once it closes.

Refunds are not issued for orders still in transit.

What is not covered

The following are not production errors and are not eligible for a free reprint or refund:

• Ordering the wrong size or the wrong garment color. Please use the size chart we provide before approving your order.
• Design placement, sizing, or color that matches the proof you approved.
• Problems originating in the artwork files you supplied.
• Incorrect or incomplete shipping addresses, and packages left unclaimed.
• Shipping and carrier delays, unless a package is confirmed lost.
• Normal production variation. Small differences in garment shade, print placement within tolerance, and sizing between production runs are expected in apparel manufacturing and are not defects.
• Change of mind after an order enters production.

Ready-made designs

Purchases from our Etsy shop are governed by Etsy's policies and the shop policies published there, not by this page. That includes payment, returns, and order support for those items.

Contact

Burning Wood Apparel is a division of Ardion Ventures, LLC. Questions about these terms can go to hello@ardionventures.com.