Return and Refund Policy

This Return and Refund Policy (“Policy”) governs the terms under which returns, exchanges, and refunds may be requested for products purchased from Thread Paws, a dba of DMD SOLUTIONS LLC (“we,” “us,” or “our”). By making a purchase, you agree to the terms set forth below.

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1. Returns for Customer Errors

We understand that errors may occur during the ordering process. If you notice that you have selected the incorrect size, color, or product, you may request a change or cancellation of your order. Such requests must be submitted no later than 10:00 AM Eastern Standard Time on the day following your order.

All requests must be submitted through the Quick Connect form available on our Support page. Requests received after the specified timeframe will not be eligible for changes, returns, or cancellations.

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2. Damaged or Defective Products

In the event that a product is received damaged or contains a manufacturing defect, we will provide a free reprint or a refund. To initiate a claim, you must contact us within thirty (30) days of the product’s delivery date.

Claims must include clear photographic evidence of the defect. For claims involving multiple affected items, an additional photograph or video showing all affected items in a single frame will be required. Please note that minor variations in print placement, up to a tolerance of 0.5 inches, are not considered defects and do not qualify for a refund or reprint.

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3. Unsuccessful Deliveries

If an order cannot be successfully delivered to the provided shipping address, you may choose between a partial refund or a reprint of the order. Reprints may be subject to additional charges.

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4. Submission of Claims

All claims for returns, refunds, or exchanges must be submitted via the Quick Connect form on our Support page. Claims must include all required supporting documentation, including order details and photographic evidence where applicable. We reserve the right to request additional information to verify claims.

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5. Limitations and Exclusions

By purchasing from us, you acknowledge and agree that:

• We are not responsible for errors in size, color, or product selection made by the customer unless a correction request is submitted within the timeframe specified in Section 1.

• We are not liable for damage or wear resulting from improper use, handling, or care of the product by the customer.

• We shall not be held accountable for delays, damages, or losses caused by third-party shipping carriers or delivery services.

• Variations in print placement or minor deviations in product appearance, including tolerances for manufacturing processes, are not considered defects.

• Customers are solely responsible for providing accurate and complete shipping information.

Under no circumstances shall we be held liable for any direct, indirect, incidental, or consequential damages arising from the use of our products. Our maximum liability is limited to the value of the original purchase.

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6. Resolution Timeline

We aim to respond to claims within twenty-four (24) hours of receipt. If a refund is initiated, it may take up to thirty (30) days to process, depending on your financial institution’s policies. In most cases, refunds are completed sooner.

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7. Personalized Products

Personalized products are custom-made and therefore subject to specific refund conditions. If a refund is requested before a mockup is sent, customers are eligible for a full refund. Once a mockup is sent, refunds are limited to 80% of the product total. This policy accounts for the time and resources invested in creating your custom design. Additionally, no refunds will be issued once the product has been printed and shipped unless the item is damaged or contains a printing error caused by us.

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8. Amendments

We reserve the right to amend this Policy at any time. Any updates or changes will be posted on our website and will apply to orders placed after the effective date of the revised Policy.
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Contact Information
For further assistance, please visit our Support page or contact us directly through the Quick Connect form.