Return & Refund Policy

Custom Contigo, a brand of Drive Marketing Group, LLC — customcontigo.com
Effective date: August 25, 2026 · Last updated: August 25, 2026

We want you to be happy with your order. Because nearly everything we sell is custom decorated with your logo or artwork, our return rules depend on whether the item was personalized. Please read this policy before you place an order — it applies to every purchase made through customcontigo.com.

Questions? Contact us at returns@drivemg.com Monday–Friday, 8:00 a.m.–5:00 p.m. PST

Quick summary

We do not sell digital goods, downloads, or subscriptions, so no digital-product or subscription-cancellation terms apply.

Returns are accepted from customers in the United States only.

1. Custom decorated products are final sale

Every decorated order is manufactured to order specifically for you. Once your artwork is applied, the product cannot be resold, restocked, or returned to our supplier.

Your order becomes non-returnable and non-refundable at the moment you approve your proof. Approving a proof authorizes us to purchase materials and begin production, and hard costs (screens, plates, digitizing, tooling, blank goods) are incurred immediately.

This means we cannot accept returns, exchanges, or refunds on decorated goods for reasons including, but not limited to:

• Change of mind or no longer needing the merchandise
• Ordering the wrong size, color, quantity, or product
• Spelling, layout, artwork, or color errors that appeared on the proof you approved
• Dissatisfaction with how the finished decoration looks, where the finished goods match the approved proof
• An event being cancelled, postponed, or rescheduled
• Product that has been worn, washed, used, or altered

If you waive your proof to speed up production, your order is not eligible for return or refund based on the appearance of the finished decoration.

This exclusion does not limit your rights if something is actually wrong with the order. See Section 3.

2. Blank and undecorated products

If you purchased blank goods with no decoration applied, you may return them within 30 days of the delivery date provided that:

• The items are unused, unwashed, and in original manufacturer packaging with all tags attached
• You have your order number or a copy of your invoice
• You request a Return Authorization before shipping anything back (see Section 4)

Approved blank returns are refunded to the original payment method, less a 20% restocking fee and less original shipping and handling charges. You are responsible for return shipping costs. We recommend a trackable, insured method; we cannot refund items that do not reach us.

Closeout, clearance, discontinued, and special-order blank goods are final sale and are identified as such at the time of purchase.

3. Damaged, defective, or incorrect orders

We stand behind our work. If your order arrives damaged, defective, misprinted, materially different from the approved proof, or short of the quantity invoiced, we will make it right.

Inspect your order as soon as it arrives. Report any problem to returns@drivemg.com within 10 calendar days of delivery, and include:

• Your order or invoice number
• The quantity and items affected
• Clear photographs of the problem, the product tag or label, and the shipping carton and label

Once we confirm the issue, we will — at your choice — reprint the affected items, ship replacements, or issue a full refund of the affected items to your original payment method. We pay all shipping costs on these claims, including a prepaid return label if we ask you to send items back. There is no restocking fee on a defect or error claim.

Please note two industry-standard conditions that are not treated as defects:

• Quantity variance. Custom manufacturing runs may ship up to 5% over or under the quantity ordered. You are invoiced only for the quantity actually shipped. If an exact quantity is required, tell us in writing before production and we will quote it.
• Color and material variation. Pantone (PMS) colors are matched as closely as the substrate and decoration method allow, and exact matches cannot be guaranteed. Minor variation in ink shade, fabric dye lot, and imprint registration is normal and is not considered a defect.

Freight damage must also be noted on the carrier's delivery receipt at the time of delivery whenever it is visible.

4. How to request a return or file a claim

1. Email returns@drivemg.com with your order number and the reason for the request. Do not ship anything back before you hear from us.
2. We will respond within 2 business days with a decision and, if approved, a Return Authorization (RA) number.
3. Pack the items securely in their original packaging and write the RA number clearly on the outside of the carton.
4. Ship to the address on your RA. Returns received without an RA number may be refused.

Our returns address is:

Custom Contigo — Attn: Returns (RA #)
20475 SW Avery Ct
Tualatin, OR 97062

5. Refunds

Once we receive and inspect an approved return, we issue your refund within 5 business days. Refunds go back to the original payment method used at checkout; we cannot refund to a different card or account. Depending on your bank or card issuer, it may take an additional 5–10 business days for the credit to appear on your statement.

For approved claims on damaged or incorrect goods, we can issue the refund as soon as the claim is confirmed — we do not always require the product back.

Original shipping and handling charges are refunded only when the return is the result of our error.

6. Exchanges

We do not offer exchanges on decorated products, including size exchanges, because each piece is made to order. Blank goods may be returned under Section 2 and a new order placed.

7. Cancellations

• Before proof approval: cancel any order at no charge for a full refund.
• After proof approval: orders cannot be cancelled. You are responsible for all costs incurred, which may include artwork, digitizing, screens, plates, blank goods, decoration, and freight.

8. Your legal rights

Nothing in this policy limits any rights you have under applicable state or federal consumer protection law, including any rights regarding goods that are not as described.

9. Changes to this policy

We may update this policy from time to time. The version posted on customcontigo.com at the time you place your order is the version that applies to that order.