Refund policy

At Backstep Branding, most items are custom-made, personalized, or made-to-order. Because of this, custom and personalized items are final sale and cannot be returned, exchanged, or refunded unless there is a mistake on our part, a defect, or the item arrives damaged.

Custom and Personalized Orders

Custom products include, but are not limited to:

Helmet shields, radio straps, SCBA mask covers, leatherwork, engraved goods, hats, patches, leatherette items, branded merchandise, promotional products, and personalized gifts.

Please review all spelling, names, numbers, colors, logos, ranks, layouts, and design details carefully before approving your order. Once a design is approved or production has started, the order cannot be canceled, returned, or refunded due to customer error or change of mind.

Mistakes, Defects, or Damaged Items

If we made an error on your order, or if your item arrives defective or damaged, please contact us within 7 days of delivery with your order number and photos of the issue.

If the issue is confirmed, we will make it right by offering a repair, replacement, remake, store credit, or refund depending on the situation.

Non-Custom Items

For non-custom, ready-to-ship items, returns may be accepted within 14 days of delivery if the item is unused, unworn, undamaged, and in its original condition.

Customers are responsible for return shipping unless the return is due to our mistake or a defective item.

Shipping

Original shipping charges are non-refundable unless the return or replacement is due to our error. We are not responsible for delays caused by the shipping carrier.

Contact Us

To start a return or report an issue, please contact us through our website contact form or email us with your order number and photos if applicable.