Our commitment to every AllWz customer.
Every AllWz piece is made specifically for you through our print-on-demand partner, Printful. Because each item is printed fresh after you place your order, we do not accept returns or exchanges for change of mind or wrong size. But we stand fully behind the quality of every product we sell. If something goes wrong on our end — we will fix it, fast, no questions asked.
What we cover
We will send a free replacement or full refund for:
- Items that arrive damaged or with visible defects
- Items with printing errors — wrong design, faded print, or misaligned embroidery
- Items significantly different from what was shown on the product page
- Wrong item received
- Orders confirmed lost in transit
To be eligible you must:
- Contact us within 30 days of the delivery date
- Provide your order number
- Include a clear photo showing the defect or damage
We do not require you to return the defective item. Once we confirm the issue from your photo, we will send a replacement or process your refund immediately. No need to ship anything back.
What we don't cover
The following are not eligible for returns, exchanges, or refunds:
- Wrong size ordered — please check our size guide before purchasing
- Change of mind or buyer's remorse
- Items damaged due to improper washing or care (spot clean only for embroidered caps)
- Colour differences due to screen display settings
- Minor variations in print placement within industry standard tolerance of +/- 0.5 inch
- Orders delivered to an incorrect address provided by the customer
- Items that have been worn, washed, or altered
Because every AllWz piece is custom printed to order, we are unable to accept general returns or offer exchanges for different sizes or colours. Please review the size guide and product details carefully before purchasing.
How to request a replacement or refund
Contact us within 30 days of delivery and we'll handle the rest.
We aim to respond to all order issues within 2 business days. Once approved, replacements ship within 3–5 business days and refunds process within 5–10 business days.
-
1Email us at hello@allwz.com within 30 days of your delivery date.
-
2Use the subject line: ORDER ISSUE — [your order number]
-
3Include your full name, order number, a description of the issue, and clear photos showing the defect or damage.
-
4We will respond within 2 business days to confirm and resolve your issue.
-
5Your replacement ships within 3–5 business days OR your refund processes within 5–10 business days to your original payment method.
Lost or missing orders
If your tracking shows delivered but you haven't received your order:
- Wait 3 business days — carriers occasionally update tracking before final delivery
- Check with neighbours and your building reception
- Contact your local post office or carrier with your tracking number
- If still missing after 3 business days, email us at hello@allwz.com
For Guam and international orders
Please wait the full estimated delivery window before reporting an order as missing:
- Guam: 24–37+ days from order date
- International: up to 30+ business days from order date
- Tracking updates may be less frequent for Guam and international shipments — gaps in tracking do not mean your order is lost
If we confirm your order is lost in transit, we will send a full replacement at no cost to you. No need to reorder or pay again.
Cancellations
Cancellations are only possible within 24 hours of ordering — and before production begins.
Because AllWz items go into production quickly after an order is placed, we cannot guarantee cancellations even within the 24-hour window if production has already started.
To request a cancellation:
- Email orders@allwz.com immediately
- Subject line: CANCEL ORDER — [your order number]
- We will confirm whether cancellation is still possible
- Once an order is in production it cannot be cancelled under any circumstances
If you need to cancel, contact us the moment you decide — the sooner you email us, the better the chance we can stop production before your item is printed.
Refund processing times
If your package arrived visibly damaged on the outside, take photos of both the outer packaging and the item inside before contacting us. This helps us file a carrier claim and process your replacement faster.
Need help with an order issue?
We are a small brand built by two teenage founders from Guam who care deeply about every customer. If something went wrong with your order, we want to know — and we will make it right.
📧 Email hello@allwz.comResponse time: within 2 business days
Refund / replacement window: within 30 days of delivery