Shipping policy

Last updated: October 6, 2026

Processing time

Standard website designs are normally processed within 7 to 10 business days before shipment. Weekends, holidays, and carrier transit time are excluded. Ready-to-ship items are normally prepared sooner, but allow up to 7 to 10 business days unless the listing or order confirmation states otherwise. Mixed orders may ship according to the longest processing time.

Custom Order Terms

Custom orders include business logos, personalized artwork, and bulk or event apparel. Submitting a quote request does not place an order, authorize payment, or reserve an event date.

Quotes, payment, and approval

Your written quote will confirm garment styles, sizes, colors, quantities, print placement, the total price including applicable taxes and shipping or delivery charges, payment requirements, and the agreed shipping or local delivery date before payment.

Business or group orders require at least 6 items with the same design; sizes and colors may be mixed. A 50% deposit is due after the quote is accepted, with the remaining 50% due before shipping or upon local delivery. Orders of 1 to 5 items are available by request, individually quoted, and paid in full before production.

Production begins only after you approve the final design and order details in writing and meet the payment requirements. Review spelling, artwork, garment style, size, color, quantity, and placement carefully. Changes after approval require written agreement and may change the price or completion date. Garment substitutions require your approval.

Custom timelines

The standard 7 to 10 business day processing time does not apply to custom orders. Custom timelines are confirmed individually in writing before payment. A requested event date is not a guaranteed deadline unless we expressly agree to it in writing. Shipping transit time is separate from production time; the quote will identify whether the agreed date is a shipment date or an in-hand delivery date.

Cancellations and deposits

Contact jonesfamilycomforts@gmail.com promptly to request cancellation. Before final approval and before any authorized materials are purchased or work begins, payments are refundable. If you authorize materials purchases or work before final approval, any potential cancellation costs must be disclosed and accepted in writing before payment.

After approval, but before production begins, a cancellation refund may be reduced only by documented, nonrecoverable costs actually incurred for your order that were disclosed and agreed in writing before payment. We will provide an itemized explanation and refund the remaining balance. Deposits are not automatically forfeited. Once production begins, changes or cancellations for a change of mind may no longer be available. No new cancellation charge will be imposed beyond the agreed order price.

If we cancel an order or cannot ship by the agreed date, applicable cancellation and refund rights still apply. Required refunds for unshipped merchandise will not be reduced by a deposit or cancellation charge.

Artwork and appearance

Submit only artwork or logos you own or have permission to reproduce on the requested apparel. We may ask for evidence of permission or decline an order. Submitted artwork is used to review and fulfill your request; uploading it does not authorize us to use it in advertising or portfolio examples without separate permission.

Screen colors and digital mockups are approximate. Minor garment, color, and placement variations may occur, but the finished apparel must match the approved order in all material respects.

Returns and order problems

Custom apparel is final sale for a change of mind or customer-approved size, color, or design choices. This does not exclude remedies for defective items, shipping damage, or our errors. Please contact us promptly, preferably within 7 calendar days after delivery, with your order number, description, and available photos. This requested reporting period does not limit rights provided by law. See our Return and Refund Policy.

Local delivery

Free local delivery is available by appointment within the town of Napa, up to 10 driving miles from our Napa location. Contact us to confirm eligibility and arrange delivery. For addresses outside this area, request a delivery quote or choose shipping. Any additional delivery charge is confirmed before payment. Local pickup is available only if separately agreed in writing.

Shipping methods and charges

We ship to destinations offered at checkout. Available services, shipping charges, and carrier delivery estimates are shown before payment. Custom order shipping includes tracking and is quoted based on destination, packed weight, and package size; the charge covers postage and packaging. Shipping and delivery charges are additional to apparel pricing unless the written quote says otherwise.

Tracking and addresses

We send tracking information when available. Creating a label does not mean the carrier has received the package, and tracking can take time to update. Customers must provide a complete, accurate delivery address. Email jonesfamilycomforts@gmail.com promptly for corrections; changes may not be possible once fulfillment begins. Additional shipping charges may apply for packages returned because of an incorrect address, refusal, or failure to collect, except when caused by us.

Shipment delays

If we cannot ship within the promised time, we will notify you, provide a revised shipment date or explain if one is unknown, and offer the option to consent to the delay or cancel the unshipped merchandise for a full refund as required by law. Required refunds are made to the original payment method within the applicable legal deadline, generally 7 working days for payments through a third-party payment provider. Store credit will not replace a required monetary refund. Carrier transit estimates are not guaranteed unless expressly agreed in writing.

Missing, damaged, defective, or incorrect items

Contact jonesfamilycomforts@gmail.com or our Contact page promptly, preferably within 7 calendar days after delivery, with your order number, issue description, and available photos of the item, packaging, and shipping label. Keep the packaging when possible. This requested reporting period does not limit legal rights. See our Return and Refund Policy.

If tracking shows delivery but you cannot find the package, check the delivery location and household members, then contact us and the carrier promptly so we can investigate available options.

International orders

International shipping is available only when checkout accepts the destination. Any import duties, taxes, or customs charges not collected at checkout are the customer's responsibility unless applicable law requires otherwise.

Contact and legal rights

Use jonesfamilycomforts@gmail.com or our Contact page for customer service. Social media messages may not be seen promptly. Nothing in this policy limits rights or remedies that cannot be waived under applicable law.