Refund & Returns Policy

Last updated: July 27, 2026

360ism Exchange is operated by 360ISM® Company, 1108 E. Main Street, Richmond, VA. Questions about any order: info@360ism.com or (804) 404-5670. We respond within one business day, Monday–Saturday, 9 AM–5 PM EST.

Please read first: most items are made to order

Almost everything we sell — apparel, prints, candles, and home goods — is produced individually for you after you place your order. Nothing is pulled from a shelf. Because each piece is made specifically for you, it cannot be restocked, resold, or returned to inventory.

This is why our prices stay where they are, and it shapes everything below.

What we always cover

If we got it wrong, we fix it — no argument, no restocking fee. Contact us within 30 days of delivery with your order number and clear photos, and we will send a replacement or issue a full refund. This covers:

  • Manufacturing defects, misprints, and embroidery or printing errors
  • Items that arrive damaged
  • Receiving a different item, size, or color than what you ordered

You will not pay return shipping on a defective or incorrect item, and in most cases you will not need to ship it back at all.

What we cannot accept

We do not accept returns, exchanges, or refunds for change of mind, or for ordering the wrong size. Made-to-order items cannot be resold, so these requests cannot be honored.

The following are non-returnable in all cases:

  • Change of mind — you no longer want the item
  • Wrong size ordered — the item matches your order but does not fit
  • Personalized or custom items — anything carrying a name, date, monogram, or custom image
  • Digital products and downloads — non-refundable once the download has been accessed
  • Gift cards
  • Final sale and clearance items, where marked on the product page
  • Items damaged by misuse, mishandling, or improper care

None of this affects your rights where consumer protection law requires otherwise.

Getting the size right

Please check the size chart on the product page before ordering. Sizing varies between garment styles and brands. If you are between sizes or unsure, email info@360ism.com before you buy — we would much rather spend two minutes helping you choose than have you receive something that does not fit and cannot be returned.

Production and shipping times

Production takes 2–5 business days before your item ships; personalized and embroidered items may take up to 7. US delivery then takes a further 3–5 business days. Expect most orders within 5–10 business days of ordering. Orders with multiple items may ship separately, at no extra cost to you, and may arrive on different days.

Tracking is emailed as soon as your order ships. If you have not received tracking within 7 business days, contact us.

Wrong address

Please double-check your shipping address at checkout. If a parcel is returned to us as undeliverable because the address was incorrect or incomplete, we will reship it once you cover the reshipment cost. If you spot a mistake, contact us immediately — we can usually correct it before production completes, but not after the item ships.

Lost or damaged in transit

If your order arrives damaged, or tracking shows delivered but you did not receive it, contact us within 14 days of the delivery date with your order number and photos of the damage, including packaging. We will replace it at no cost to you. Claims made after 14 days cannot be honored, as our fulfillment partners will no longer accept them.

Cancelling an order

Contact us immediately if you need to cancel. We can cancel and fully refund any order that has not yet entered production — usually within a few hours of ordering. Once production begins, the order cannot be cancelled.

Refund timing

Approved refunds are issued to the original payment method within 5–10 business days of approval. Your bank or card issuer may take a few additional days to post it. Original shipping charges are refunded only where the return is due to our error.

Studio bookings, sessions, and event rentals

Bookings are a service, not a shipped product, and are not covered by this returns policy. Deposit, rescheduling, and cancellation terms are stated in the description of each individual booking product, and those terms govern your booking. Please read them before you book, and contact us at info@360ism.com if anything is unclear.

Before you dispute a charge

If something is wrong with your order, contact us first — info@360ism.com or (804) 404-5670. We resolve nearly everything within one business day, and we would rather fix it than argue about it.

Filing a chargeback without contacting us starts a formal bank process that takes 60–90 days and prevents us from helping you directly during that time. We retain order records, production timestamps, and delivery confirmation for every order, and we do contest disputes that are not supported by this policy.

Acceptance

Placing an order on 360ism Exchange means you have read and agreed to these terms.