Refund policy

Return & Refund Policy

Utica Store

Last Updated: October 23, 2026

At Utica Store, we want you to love your purchase. We take pride in offering quality apparel, accessories, and unique designs inspired by Utica, New York, the Mohawk Valley, and beyond.

We understand that sometimes things don't go as expected. Please review our return and refund policy below.

1. Our 30-Day Quality Guarantee

If your order arrives damaged, defective, misprinted, or incorrect, please contact us within 30 days of delivery.

We will review your request and, when the issue is confirmed, provide a replacement at no additional charge or a refund.

Eligible issues include:

- Damaged or defective merchandise
- Printing errors or incorrect designs
- Incorrect products, sizes, or colors sent due to a fulfillment error
- Missing items from an order
- Packages confirmed lost during shipping

2. Made-to-Order Products

Many of our products, including T-shirts, hoodies, sweatshirts, hats, and other printed merchandise, are produced specifically for you after you place your order.

Because these items are made to order, we generally cannot accept returns or exchanges for:

- Ordering the wrong size or color
- Changing your mind after ordering
- Personal preferences regarding fit or style
- Accidentally ordering an unwanted product
- Normal wear and tear or damage caused by improper care

Please review product descriptions, sizing charts, colors, and order details carefully before completing your purchase.

These restrictions do not affect your rights regarding defective, incorrect, or misrepresented merchandise or any rights provided by applicable law.

3. How to Request a Refund or Replacement

If something is wrong with your order, please contact us through the Contact Us page on our website.

Include the following information:

1. Your order number
2. The name and email address used when ordering
3. A brief description of the problem
4. Clear photographs of the item and any visible damage or printing errors

Our team will review your request and let you know the next steps.

Please do not return merchandise without contacting us first.

4. Refund Processing

Once your refund request has been reviewed and approved, we will issue the refund to your original payment method.

We aim to process approved refunds within 5 business days. Your bank or payment provider may require additional time to post the funds.

If your entire order is refunded because it could not be fulfilled, applicable shipping charges will also be refunded.

For other approved returns or claims, shipping charges will be refunded when required by law or when the refund results from an error on our part.

5. Exchanges

Because many of our products are made specifically for each order, we do not offer standard size or color exchanges for made-to-order merchandise.

However, if we shipped the wrong item or your merchandise arrived damaged or defective, we will work to provide a replacement or refund.

We encourage customers to consult our sizing charts before ordering apparel.

6. Order Cancellations and Changes

We begin processing orders as quickly as possible.

If you need to cancel or modify an order, please contact us immediately.

We will make every reasonable effort to accommodate your request before production begins. Once an item has entered production, cancellations or modifications generally cannot be guaranteed.

This does not limit cancellation or refund rights required by applicable law, including rights arising from certain shipping delays.

7. Lost or Missing Packages

If your tracking information indicates that your package was delivered but you have not received it, please first check around your delivery location and with household members or neighbors.

You may also contact the shipping carrier for delivery details.

If your package is lost in transit, contact us within 30 days of the estimated delivery date. We will investigate and provide an appropriate replacement or refund for eligible claims.

8. Return Shipping

For confirmed damaged, defective, or incorrectly fulfilled merchandise, we will provide instructions for resolving the issue at no additional cost to you.

In many cases, a physical return will not be necessary.

Please do not send merchandise to a fulfillment center or return address without prior authorization.

9. Non-Returnable Items

Unless defective, incorrect, or otherwise eligible for a remedy under applicable law, the following items are generally non-returnable:

- Personalized or custom-printed merchandise
- Made-to-order apparel and accessories
- Gift cards
- Final-sale merchandise clearly identified as such before purchase

10. Shipping Delays

Delivery estimates may change because of carrier delays, weather, holidays, or other unexpected circumstances.

If we cannot ship your order within the promised time, we will notify you and provide the applicable options to accept the delay or cancel for a prompt refund.

11. Contact Us

We value our customers and are committed to resolving legitimate order problems fairly and promptly.

For questions about returns, refunds, replacements, or order issues, please use the Contact Us page on Utica Store.

Thank you for shopping with Utica Store and supporting our growing business!

Nothing in this policy limits consumer rights or remedies that cannot legally be excluded.