Refund policy

Refund Policy

If a refund is requested, we will proceed with a refund to the original payment method within 7 days of receiving the returned product. Please note that we do not refund shipping costs.

We accept refund request when:

  • Lost orders, missing items due to our failed service delivery.
  • The product variant, appearance, or quality are not as described on the product page.
  • The product is damaged.

We do not accept refund requests when:

  • Lost orders due to customer address misinformation.
  • Undamaged item but customers change their minds.
  • The product is damaged due to actions taken by the customer.

FAQs

How the ordering process works?

We will keep it simple. As soon as you place the order our designers will start the work and in 1-3 days we will send you an email with the design for your approval. We offer unlimited revisions, so you can request any changes you think are necessary to make the result better than you envisioned
When you approve the design we will start production and send you your order!

How shipping works?

When you approve the design, we will start production which typically takes 2-3 days. Once your order has been fulfilled, you can expect your package to arrive in approximately 5-7 business days. We ship to every corner of the United States. This timeframe is in addition to the production time for your order. 

How do I know I've chosen the best photo?

If you are not sure of the photo you have chosen, contact us via email support@mysweetline.com before making the purchase so that we can help you make the best decision and improve your experience.

What can you draw?

We essentially draw couples, pets and families.
If you have another challenge for us, send us an email to support@mysweetline.com and we will discuss the possibility more specifically.

Can you make the design even if we don't have a photo together?

Absolutely! If a shared photo isn't possible, our designers can create a meaningful memory for you. We frequently receive requests to combine photos, allowing our clients to keep a cherished connection with their departed loved ones.

What can I do if I don't like the design?

We offer unlimited revisions to ensure your complete satisfaction. We can refine any aspect of the design while maintaining the line art style, making adjustments to match your preferences. Your satisfaction is our top priority, and we’ll be with you every step of the way.

The design on the hoodie is embroidered or printed?

At My Sweetline, all designs on our hoodies and sweatshirts are embroidered. We choose embroidery because it offers unmatched durability, ensuring that the designs withstand the test of time without fading or peeling. Additionally, embroidery provides a more refined and sophisticated finish, adding a touch of elegance to each piece. We believe this method is the best option to deliver high-quality, long-lasting products that not only look beautiful but also retain their charm through years of wear.

Can I change or cancel my order?

Please be aware that, due to the custom nature of our products, we are unable to process order cancellations once they have been confirmed. Our products are made to your specific requirements, which limits our ability to alter or cancel orders after they are placed.

We appreciate your understanding and encourage you to carefully review your order before finalizing. For additional information on our cancellation and refund policies, please refer to our Refund Policy.

How do I contact support?

If you have any questions or need assistance, please don’t hesitate to reach out to us at support@mysweetline.com. Our dedicated customer support team is here to help and will respond to your inquiries as promptly as possible.

Thank you for choosing MySweetLine!