Mach 9's Shop is small and print-on-demand. Here is exactly how a problem with an order gets handled, and what we haven't nailed down yet.
Last updated: September 2026
This page is honest about a gap: Mach 9 has not yet published a fixed return window (e.g. “30 days”) or a restocking-fee policy, because the store is new and those numbers haven’t been set. What follows is the real process (contact us and we will make it right) without inventing a specific day count or fee that isn’t actually decided yet.
How a Shop order actually works
Every item in the Mach 9 Shop is either sold directly through our Shopify store or made to order through Printful, a print-on-demand partner, so nothing is kept in a warehouse ahead of time. Your payment is taken by Shopify’s own hosted checkout, and an order is placed with Printful (or fulfilled through Shopify) only after that payment succeeds. That is worth knowing because it shapes what “return” can mean here: a print-on-demand garment is made specifically for your order, so most issues are resolved as a reprint/replacement or a refund rather than a warehouse exchange.
Damaged or defective items
If what arrives is damaged, misprinted, or defective, contact us with your order number and a photo of the problem as soon as you notice it. We will work with Printful (or Shopify, depending on which fulfilled your order) to get you a replacement or a refund at no cost to you. Please don’t discard the item until the issue is resolved, in case a photo or the item itself is needed.
Wrong item received
If you receive something different from what you ordered, contact us with your order number and we will arrange for the correct item to be sent or for a refund, at no cost to you.
Wrong size, or you changed your mind
Because most items are made to order, we can’t always simply swap a completed, correctly-made garment for a different size or color the way a stocked-inventory store can. Contact us anyway, we will tell you plainly whether an exchange, a discounted reorder, or something else is possible for your specific order, rather than promising one blanket policy here that may not fit every product.
Cancelling an order
Because fulfilment can begin quickly once payment clears, a cancellation is only possible if production hasn’t started yet. Contact us immediately if you need to cancel or change an order, the sooner, the more likely it can be caught in time.
How a refund is processed
An approved refund is issued back to the original payment method through Shopify. Mach 9 does not hold or store your card details at any point, so we cannot issue a refund to a different card or account than the one used to pay: the payment processor handles that step directly. Processing time depends on your bank or card issuer once we’ve approved the refund on our end.
How to reach us
Email mach9.co@gmail.com with your order number and what went wrong, or call (585) MACH9CO. We read every message ourselves, there is no support ticket system standing between you and an answer yet.