This policy applies to physical merchandise purchased directly through instrumentalhq.com. Every item is custom-made for you. Review the complete order, delivery, and resolution terms below before purchasing.
1. Orders
Review before payment
Confirm the product, artwork, color, size, quantity, delivery address, shipping method, price, tax, and total before paying. Product images are representative; screen settings and production processes may create minor differences in color, placement, or scale.
Order acceptance
Submitting payment is an offer to purchase. An order is accepted when IHQ confirms it for fulfillment. IHQ may decline or cancel an order for payment failure, suspected fraud, invalid delivery information, product unavailability, pricing error, legal restriction, or another material fulfillment problem. Any amount collected for a canceled order will be returned through the original payment method.
Availability and pricing
Products, options, shipping methods, and prices may change before purchase. The final checkout review controls the amount authorized for that order. Later catalog changes do not alter a completed order.
2. Changes and cancellations
Contact IHQ immediately if the delivery address or selected product option is wrong. A requested change is not complete until IHQ confirms it. Because production can begin quickly, changes are not guaranteed after payment and may be unavailable once production starts.
A cancellation request may be honored only while the order remains eligible to stop. Once production begins, the order generally cannot be canceled. If IHQ confirms a cancellation after payment, any approved refund will return to the original payment method.
3. Production and delivery timelines
Most United States orders using standard or priority shipping are estimated to arrive within 4 to 12 business days. Economy shipments may take longer. The complete estimate depends on the method selected at checkout, product availability, and the destination.
Step 1: Production
Most t-shirt orders take 2 to 7 business days to print, quality-check, and package before they are handed to the shipping carrier. Production time begins after payment and order acceptance and is separate from carrier transit time. Seasonal demand, garment stock, and print queues may affect this timeline.
Step 2: Shipping options and transit times
Once an item has been produced, it ships using the delivery method selected during checkout. Available methods vary by product and destination.
| Shipping method | Transit time | Estimated total delivery |
|---|---|---|
| Economy Shipping | 4 to 8 business days | 6 to 15 business days total |
| Standard Shipping | 2 to 5 business days | 4 to 12 business days total |
| Priority Shipping | 2 to 3 business days | 4 to 10 business days total |
4. Important factors affecting delivery
- Daily cut-off times: Orders submitted before 12:00 PM Central Time may begin processing that business day. Orders submitted later generally begin processing the next business day.
- Large or bulk orders: Orders containing 12 or more items may require additional production time.
- Quality control: Each item is inspected before shipment. If an item does not pass inspection, a reprint may add several days to the estimated timeline.
- Split shipments: Orders containing multiple products may be produced in different facilities and arrive in separate packages.
5. Tracking
Depending on the destination and shipping method selected, packages may be delivered by USPS, DHL eCommerce, UPS, or FedEx. As soon as an order ships, the carrier-specific tracking link is added to the IHQ order record and sent by email to the address provided at checkout. The first tracking scan may take time to appear after the shipping label is created.
6. Lost or delayed packages
Severe weather, holidays, postal delays, carrier interruptions, and destination conditions may affect delivery. If a package has not arrived within three business days after the estimated delivery window, contact IHQ through the support channel with the order reference so the shipment can be reviewed.
7. Address accuracy and shipping charges
Review the recipient name, street address, apartment or suite, city, region, postal code, country, email, and phone number before payment. Shipping methods, charges, taxes, and availability are confirmed using the complete delivery address during checkout. If no supported method is available, the order cannot continue. Contact IHQ immediately if a correction is needed; changes are not guaranteed after production begins.
8. Returns, product problems, and reprints
Eligible product problems
A reprint, replacement, or refund may be available when an item arrives damaged, has a manufacturing defect, is materially misprinted, or differs from the product or option confirmed in the order. Eligibility depends on the order record, submitted evidence, and applicable law.
How to report a problem
Contact IHQ within 30 calendar days after delivery. Include the order reference, a clear description, and readable photographs showing the full item, the problem, and any relevant packaging or shipping label. Do not include payment-card information. Keep the item until IHQ completes its review.
Made-to-order products
Because merchandise is produced for the order, IHQ generally cannot accept a return or exchange solely because the customer selected the wrong size or color, changed their mind, or no longer wants the item. Review the product details and selected option before payment. This limitation does not remove rights that cannot be waived under applicable law.
Available resolutions
IHQ will evaluate the claim and may offer a reprint, replacement, refund, partial refund, or another appropriate resolution. Do not discard or ship the item unless IHQ provides written instructions.
9. Refund timing
Approved refunds are returned to the original payment method. Processing time after approval depends on the payment provider and financial institution. Shipping charges are refunded only when included in the approved resolution or required by law.
10. International orders
Supported countries vary by product and destination. Import duties, customs charges, brokerage fees, or local taxes may be collected separately by local authorities or carriers unless checkout expressly states otherwise. The recipient is responsible for those charges where applicable.
11. Order support
Use the IHQ contact page and include the order reference. IHQ is the customer support contact for merchandise purchased directly through IHQ.