Shipping policy
## 1. RETURN & REFUND POLICY
### **Custom and Made-to-Order Items (All Sales Final)**
Due to the highly customized nature of our products (including but not limited to custom UV DTF gang sheets, transfers, and custom-branded merchandise), **all sales are final**. Once an order is placed and production begins with Vortex, it cannot be canceled, modified, returned, or refunded.
* **Artwork Responsibility:** The customer is solely responsible for uploading print-ready files. Vortex does not proofread, format, resize, or check artwork for resolution, spelling, layout, or color accuracy. We are not liable for prints that are blurry, distorted, or incorrectly sized due to low-quality or improperly prepared source files submitted by the customer.
### **Defects, Damages, and Errors**
We take great pride in our quality control, but if we make a mistake, we will fix it. Please inspect your order immediately upon receipt.
* **Reporting Window:** Any claims for manufacturing defects, misprints, damages, or shortages must be reported to Vortex within **five (5) business days** of the delivery date as tracked by the carrier.
* **Required Evidence:** To initiate a claim, you must email our support team with your order number, a detailed description of the issue, and clear photographic or video evidence showing the defect or error.
* **Remedy:** If a manufacturing defect is verified by our team, Vortex will, at our sole discretion, either **reprint and ship the corrected item** at no cost to you or issue a **store credit**. Cash or credit card refunds will not be issued.
### **Shipping and Delivery Liability Limitations**
* **Carrier Delays:** While Vortex guarantees our production lead times, we have no control over shipping carriers. We are not liable, nor will we issue refunds, for orders that are delayed, stalled, or lost in transit by third-party shipping carriers (e.g., USPS, UPS, FedEx).
* **Incorrect Addresses:** We ship strictly to the address provided at checkout. If a package is returned to Vortex due to an incorrect, incomplete, or invalid address provided by the customer, the customer is responsible for any additional shipping fees required to resend the package. Original shipping fees are non-refundable.
### **Limitation of Liability**
To the maximum extent permitted by applicable law, Vortex shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues (such as a customer's missed production deadline or lost resale opportunities), resulting from the use of, or inability to use, our products. In no event shall the total liability of Vortex exceed the actual amount paid by you for the specific product that gave rise to the claim.
## 2. TERMS OF SERVICE
**Last Updated: May 30, 2026**
Welcome to our website. This website and its related services (collectively, the "Service") are owned and operated by Vortex ("Company," "we," "us," or "our"). By accessing or using our Service, uploading artwork, or placing an order, you ("Customer," "user," "you") agree to be bound by these Terms of Service and our Return & Refund Policy, which is incorporated herein by reference.
If you do not agree to all of these terms, do not use this website or order our products.
### **1. Eligibility and Account Responsibility**
* **Age Requirement:** By agreeing to these Terms, you represent that you are at least the age of majority in your state or province of residence.
* **Account Security:** If you create an account, you are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. Vortex reserves the right to refuse service, terminate accounts, or cancel orders at our sole discretion.
### **2. Custom User-Submitted Content & Artwork**
Because we manufacture custom goods based on user uploads, the following strict terms apply to all submissions:
* **Customer Representations:** You retain ownership of any artwork, images, logos, or text you upload. However, by submitting content, you represent and warrant that you own or have the explicit, legal license, copyright, or trademark permission to use and reproduce the artwork.
* **Prohibited Content:** Vortex reserves the right, but have no obligation, to review and reject any order containing artwork that we deem, in our sole discretion, to be illegal, infringing on third-party intellectual property, defamatory, or explicitly harmful.
* **Intellectual Property Indemnification:** **You agree to indemnify, defend, and hold harmless Vortex**, its affiliates, officers, and employees from any and all claims, damages, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to any claim that the artwork you submitted infringes on any patent, copyright, trademark, trade secret, or other proprietary right of a third party.
### **3. Production, Print Quality, & Tolerances**
* **"As-Is" Printing:** Vortex prints exactly what you upload. We do not edit, proofread, resize, or alter your files. You are entirely responsible for ensuring files are submitted in the correct format, resolution (300 DPI recommended), transparency, and dimensions.
* **Color Variations:** Due to variations in monitor calibrations, viewing devices, and the inherent nature of UV DTF and digital printing processes, we do not guarantee exact color matching. Minor color variations between your screen and the final printed product do not constitute a defect.
* **Turnaround Times:** Production lead times listed on our site are estimates and do not include shipping transit time. Vortex is not liable for any financial losses or damages resulting from production or delivery delays.
### **4. Payment & Fees**
* **Payment Terms:** All prices are listed in USD. Full payment is required via our accepted payment processors before an order enters our production queue.
* **Chargebacks:** Fraudulent or bad-faith chargebacks are a material breach of these Terms. If a chargeback is initiated for a custom order produced to your specifications, you agree to pay Vortex for all administrative costs, legal fees, and collections expenses incurred to recover the funds.
### **5. Proprietary Rights of the Company**
All content included on this website—such as text, graphics, logos, button icons, software, and code—is the property of Vortex or its content suppliers and is protected by international copyright, trademark, and intellectual property laws. You may not copy, reproduce, or exploit any part of our website or brand without express written permission from Vortex.
### **6. Limitation of Liability**
**To the maximum extent permitted by applicable law, in no event shall Vortex, its directors, employees, or agents be liable for any indirect, incidental, special, consequential, or punitive damages.** This includes, without limitation, loss of profits, data, use, goodwill, or other intangible losses, resulting from:
1. Your use of or inability to use our Service.
2. The cost of procurement of substitute goods or services.
3. Any unauthorized access to or alteration of your transmissions or data.
4. Product failure, application failure, or damage caused to third-party items (such as cups, tumblers, or equipment) by the improper installation or use of our custom products.
In no event shall the total aggregate liability of Vortex exceed the exact dollar amount you paid to the Company for the specific order giving rise to the claim.
### **7. Governing Law and Jurisdiction**
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the **State of Florida**, without regard to its conflict of law principles. Any legal action, suit, or proceeding arising out of these Terms must be instituted exclusively in the state or federal courts located in **St. Lucie County, Florida**.
### **8. Severability and Changes to Terms**
* **Severability:** If any provision of these Terms is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed severed without affecting the validity of the remaining provisions.
* **Modifications:** Vortex reserves the right to update, change, or replace any part of these Terms of Service at any time by posting updates to our website. It is your responsibility to check our website periodically for changes.
## 3. SHIPPING POLICY
**Last Updated: May 30, 2026**
Thank you for choosing Vortex. Because our products are custom-manufactured to your exact specifications, our shipping process consists of two distinct phases: **Production Time** and **Transit Time**. Please review our shipping terms and conditions below.
### **1. Production vs. Transit Time**
* **Production Time (Turnaround):** All custom items (including UV DTF gang sheets and transfers) require a standard production turnaround time of **[Insert Number, e.g., 2–4] business days** *before* they are shipped. Production begins the first business day after your order is successfully placed and print-ready artwork is received by Vortex.
* **Transit Time:** Transit time begins once the shipping carrier (USPS, UPS, FedEx, etc.) takes physical possession of your package. Choosing an expedited shipping method (like Next Day Air) only speeds up the **transit time**, not the production time.
* *Note: Business days do not include weekends or federal holidays.*
### **2. Shipping Rates & Estimates**
Shipping charges for your order will be calculated and displayed dynamically at checkout based on the package weight, dimensions, and destination.
* **Domestic Shipping:** We offer standard, ground, and expedited shipping options across the United States.
* **Local Pickup (If Applicable):** If you select the "Local Pickup" option at checkout, you will receive an email notification when your order is ready. Pickups can be made during our standard business hours at our **[Insert City/Location, e.g., Port St. Lucie]** facility. Please do not arrive before receiving your "Ready for Pickup" confirmation from Vortex.
### **3. Shipment Confirmation & Tracking**
You will receive a shipment confirmation email containing your tracking number(s) once your order has been processed and a shipping label has been generated. The tracking numbers will typically become active and show carrier scans within **24 hours** of generation.
### **4. Carrier Liability, Delays, and Lost Packages**
Once a package leaves our facility and is scanned by a third-party shipping carrier (USPS, UPS, FedEx, or DHL), **Vortex is no longer legally liable for the package.**
* **Delays:** While we guarantee that Vortex will ship your product within our stated production turnaround window, we have no control over carrier delays (due to weather, peak holiday seasons, or operational sorting errors). We do not issue refunds or store credits for packages that arrive later than the carrier's estimated delivery date.
* **Lost or Stalled Shipments:** If your tracking history shows that a package has stalled or is lost, please contact the shipping carrier directly to open an investigation. Vortex will assist you by providing any necessary shipment verification documentation required to lodge a carrier claim.
* **Stolen Packages (Delivered Status):** If your tracking number states that your package was "Delivered" to the address provided at checkout, but you have not received it, Vortex cannot issue a replacement or refund. We highly recommend shipping to a secure location or utilizing carrier package-holding services if theft is a concern in your area.
### **5. Incorrect Shipping Addresses**
Customers are solely responsible for ensuring that the shipping address entered at checkout is accurate, complete, and valid.
* **Undeliverable / Returned to Sender:** If a package is returned to the Vortex facility by the carrier due to an incorrect address, insufficient address details, or a failed delivery attempt, you will be responsible for paying the **additional cost to re-ship the package** to a corrected address. Original shipping fees are strictly non-refundable.
### **6. Damaged Shipments**
If your order arrives physically damaged due to severe transit handling, please retain all original packaging materials and boxes.
* You must notify Vortex within **forty-eight (48) hours** of delivery with detailed photographic evidence of both the damaged packaging and the damaged product so we can assist you in filing an insurance claim with the carrier.