Shipping & Returns

Thank you for shopping with Souvenir Express. We work hard to ship orders quickly and make sure every item arrives in good condition.

Shipping

Most ready-to-ship items are processed within 1–3 business days.

Custom apparel, personalized items, DTG, DTF, embroidery, bulk orders, and wholesale orders may require extra production time depending on the design, quantity, and order details.

Estimated delivery time after shipping:
• Standard shipping: 3–7 business days
• Expedited shipping: available when shown at checkout
• Bulk/custom orders: delivery time will be confirmed before production

You will receive tracking information by email once your order ships.

Please make sure your shipping address is correct before placing your order. We are not responsible for delays or lost packages caused by an incorrect or incomplete address.

Shipping Delays

Carrier delays may happen during holidays, bad weather, high-volume seasons, or other situations outside our control. Once a package is handed to the shipping carrier, delivery timing is controlled by the carrier.

Lost or Missing Packages

If your tracking shows delivered but you did not receive the package, please check with neighbors, your building, mailroom, front desk, or local carrier office first.

If you still cannot locate the package, contact us and we will do our best to help.

Returns

We accept returns on eligible unused items within 30 days of delivery.

Items must be:
• Unworn
• Unwashed
• Unused
• In original condition
• Returned with original packaging if possible

Return shipping costs are the customer’s responsibility unless the item arrived damaged or we made a mistake with your order.

Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

• Custom apparel
• Personalized products
• DTG printed custom orders
• DTF printed custom orders
• Embroidered custom orders
• Bulk orders
• Wholesale orders
• Items marked final sale
• Used, washed, or damaged items

Because custom items are made specifically for each customer, they cannot be canceled, returned, or refunded once production has started.

Exchanges

We may allow exchanges for eligible items depending on product availability.

If you need a different size or item, contact us within 30 days of delivery. The item must be unworn, unwashed, and in original condition.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:
• Your order number
• A clear photo of the issue
• A photo of the packaging if the package was damaged
• A short explanation of the problem

If the mistake was made by us, we will help with a replacement, exchange, or refund.

Refunds

Once we receive and inspect your return, we will notify you if the refund is approved.

Approved refunds will be issued back to the original payment method. Please allow several business days for your bank or payment provider to process the refund.

Order Cancellations

Ready-to-ship orders can only be canceled before they are shipped.

Custom, personalized, bulk, wholesale, DTG, DTF, and embroidery orders cannot be canceled once design approval or production has started.

Bulk / Wholesale Orders

Bulk, corporate, wholesale, and custom orders are final sale once approved and produced.

Shipping charges for bulk orders may vary depending on quantity, destination, delivery deadline, and carrier pricing.

For shipping, returns, exchanges, custom orders, or wholesale questions, contact us:

Email: [YOUR EMAIL]
Phone/Text: [YOUR PHONE NUMBER]

Store Name: Souvenir Express
Location: New York, USA