RETURN & REFUND POLICY

Last Updated: August 2026

At The Pro Threads, we want every customer to receive products that meet their expectations. Because many of our products are custom-made specifically for teams, clubs, schools, leagues, and organizations, our return and refund process depends on whether the product is custom-made or non-custom.

Please read the following policy carefully before placing your order.

1. CUSTOM-MADE PRODUCTS

Custom products include, but are not limited to:

  • Custom hockey jerseys
  • Custom hockey gloves
  • Custom hockey socks
  • Custom hockey shells
  • Custom sports uniforms
  • Custom team apparel
  • Products with team logos
  • Products with player names or numbers
  • Personalized or made-to-order products

Because custom products are produced specifically according to the customer's requirements, custom-made products are generally not eligible for return or exchange due to change of mind, incorrect personal preference, or ordering the wrong size after production has started.

We encourage every customer to carefully review all design and sizing information before approving production.

2. FREE CUSTOM DESIGN MOCKUP & APPROVAL

Before production of a custom order, The Pro Threads may provide a digital design mockup for customer review and approval.

Customers should carefully check the following before approving the design:

  • Team name
  • Team logo
  • Colors
  • Player names
  • Player numbers
  • Jersey or glove design
  • Customization details
  • Sizes and quantities
  • Other information included in the order

Once the customer approves the final design and production begins, changes or cancellations may no longer be possible.

The Pro Threads will remain responsible for production errors or defects caused by us.

3. IF WE MAKE A MISTAKE

If you receive a custom product that does not match the approved specifications because of an error made by The Pro Threads, please contact us as soon as possible.

Examples may include:

  • Incorrect team logo applied by us
  • Incorrect player name caused by our production error
  • Incorrect player number caused by our production error
  • Incorrect product or item
  • Significant manufacturing defect
  • Product that does not match the approved design due to our production error

After reviewing the issue, we may provide an appropriate solution, which can include:

A replacement, correction, or refund, depending on the circumstances.

We will work with the customer to resolve legitimate production issues fairly.

4. DAMAGED PRODUCTS

If your order arrives damaged, please contact us as soon as possible after delivery.

To help us investigate the issue, please provide:

  • Your order number
  • Photos of the damaged product
  • Photos of the packaging
  • A brief description of the issue

Our team will review the information and work with you to determine the appropriate resolution.

5. SIZE & FIT

For custom team orders, customers are responsible for reviewing the available size information and submitting the correct sizes before production.

We recommend that teams review our sizing information carefully before submitting their final order.

If a custom product has been correctly manufactured according to the approved order and the customer later decides that a different size would have been preferred, the product may not be eligible for return or exchange because it was made specifically for that customer.

If we manufacture the wrong size due to an error on our part, please contact us so we can review the issue.

6. ORDER CANCELLATION

Custom orders may be cancelled before production begins, subject to review by The Pro Threads.

Once production has started, cancellation may no longer be possible because materials, labor, customization, and production resources may already have been committed to the order.

If you need to cancel or modify a custom order, please contact us as soon as possible.

7. NON-CUSTOM PRODUCTS

Eligible non-custom products may be returned within 15 days of delivery, provided that:

  • The product is unused
  • The product is unworn
  • The product is unwashed
  • The product is in its original condition
  • Original tags and packaging are included where applicable
  • Proof of purchase is provided

Some products may not be eligible for return where the product has been personalized, customized, used, washed, damaged, or otherwise made unsuitable for resale.

8. RETURN SHIPPING

For approved returns that are not related to an error or defect caused by The Pro Threads, the customer may be responsible for return shipping costs.

If the return is the result of a confirmed manufacturing error, incorrect customization caused by The Pro Threads, or another issue caused by us, we will work with the customer on an appropriate shipping solution.

Return instructions will be provided by our team after the return request has been reviewed.

9. REFUNDS

Once an approved returned product is received and inspected, The Pro Threads will confirm whether the refund is approved.

Approved refunds will generally be issued to the original payment method used for the purchase.

The time required for the refund to appear in the customer's account may vary depending on the payment provider, bank, or card issuer.

Shipping charges may not be refundable unless the return is due to an error or issue caused by The Pro Threads.

10. EXCHANGES

For eligible non-custom products, an exchange may be considered subject to product availability and the conditions of this policy.

Custom-made products are generally not eligible for exchange due to change of mind, incorrect size selection, or personal preference after production has started.

If The Pro Threads made an error in the production of a custom product, please contact us so that we can review the issue and provide an appropriate solution.

11. PRODUCTS THAT CANNOT BE RETURNED

The following products are generally not eligible for return due to change of mind or personal preference:

  • Custom-made products
  • Personalized products
  • Products with player names
  • Products with player numbers
  • Products with team logos
  • Made-to-order team uniforms
  • Custom hockey gloves
  • Custom jerseys
  • Custom team apparel that has entered production

This does not affect your rights regarding products that are defective, damaged, incorrect, or do not match the approved order because of an error caused by The Pro Threads.

12. HOW TO REQUEST A RETURN OR REPORT A PROBLEM

To request an eligible return or report a problem with your order, contact us by email.

Please include:

Order Number:

Customer Name:

Product:

Reason for Return or Issue:

Photos: Where applicable

Customer Service

Email: sales@theprothreads.com

You may also contact:

Email: eric@theprothreads.com

Our team will review your request and provide the appropriate return or resolution instructions.

13. IMPORTANT INFORMATION FOR CUSTOM TEAM ORDERS

For team orders, we recommend that the team representative carefully review all order details before approving production.

This includes:

  • Team colors
  • Logos
  • Names
  • Numbers
  • Sizes
  • Quantities
  • Product specifications
  • Customization options

Once the final design and order details are approved, production may begin.

Our goal is to make the approval process clear so that customers can confidently review their custom products before production.

14. CONTACT US

**Pro Threads LLC**

**USA Office**

36 Acme Ave
Bethpage, NY 11714
USA

**Phone:** +1 516 313 9696

**Customer Service:

sales@theprothreads.com

**Additional Contact:**

eric@theprothreads.com