Refund Policy
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This page is about money: when you are owed a refund from Call Up, how much of what you paid comes back, where it goes, and how many days it takes. The steps for physically sending a jersey, poster or sign back are on a separate page, our Returns & Exchanges Policy. Read this one when your question starts with “how much” or “when”.
Refund figures in one place
- Speed: refund sent within 7 days of receiving your return.
- Cancellations: refunded in full, refund sent within 7 days.
- Where it goes: back to your original payment method.
- Prefer credit? Store credit is offered on request instead of a refund, and it never expires.
- Deductions: none. No restocking fee, no return-label charge, no processing fee.
- Who qualifies: every product, returned within 60 days of delivery, for any reason.
When a refund is owed
A refund is owed in any of these situations. For most of them, nothing is deducted at all.
You sent an item back within 60 days
For any reason, including a personalised jersey with your senior’s name on it. The 60 days count from delivery. Once the item reaches us, the refund is sent within 7 days.
You cancelled within 24 hours of ordering
A cancellation requested by email within 24 hours of placing the order is refunded in full, and the refund is sent within 7 days. Details of the 24-hour window are on Cancel or Change an Order.
Something arrived damaged or printed differently from what you typed
If the print does not match what was entered at checkout, or the item is damaged, email a photo with your order number. We will offer a reprint or a refund, whichever you prefer.
We could not fulfil the order
If we ever have to cancel an order ourselves, for example because an address cannot be delivered to or a payment cannot be confirmed, you are told by email and refunded in full.
A parcel goes missing
We do not publish a fixed waiting period for lost parcels. Contact us with your order number and the date of your event, and we will help, which can include a refund.
How much comes back
Shipping was free to begin with, and return postage is paid by us, so in practice a refund is the amount you paid for the items you sent back. The table sets it out by situation.
| Situation | Item price, including size surcharge | Shipping | Return postage | Refund sent |
|---|---|---|---|---|
| Change of mind, returned within 60 days | Refunded | Was free | Paid by us | Within 7 days of receiving the return |
| Wrong size chosen | Refunded, or exchanged | Was free | Paid by us | Within 7 days of receiving the return |
| Print does not match what was typed | Refunded, or reprinted | Was free | Paid by us | Within 7 days of approval |
| Damaged in transit | Refunded, or replaced | Was free | Paid by us, if needed | Within 7 days of approval |
| Cancelled within 24 hours | Refunded in full | Was free | Not needed | Within 7 days |
Size surcharges are refunded along with the item. If you return a 4XL jersey, the $4 surcharge comes back with it. If you return a 2XL, the $2 comes back. Personalisation carries no extra charge, so there is never a “personalisation fee” kept back.
Part of an order
You can be refunded for some items and keep the rest. Take a family of four who ordered Escort Line jerseys for MOM, DAD, SIS and GRANDPA, then learned that grandpa cannot travel for the night. Send back the GRANDPA jersey alone, and the refund covers that one jersey and its size surcharge, if any. The other three stay with the family.
Where the money goes
- Refunds go back to the same payment method used at checkout. We cannot send a refund to a different card, a different account or another person.
- Prices and refunds are in US dollars. If your bank converted the original charge from Canadian, Australian or New Zealand dollars, it converts the refund back at its own rate on the day it arrives. That rate, and any foreign transaction fee, is set by your bank, so the figure in your local currency can differ slightly from the original charge.
- Once we send a refund, the time it takes to appear on your statement depends on your bank or payment provider. If it has not shown up a few days after our confirmation email, write to us and we will send you the details of the refund so your bank can trace it.
- For a gift, the refund goes to the person who paid. If the wearer starts the return, the buyer still receives the money, unless the buyer asks for store credit instead.
Store credit instead of money
Some families would rather keep the value inside the store. Store credit is offered on request instead of a refund, and it never expires. It suits a few common cases:
- A younger sibling is Class of 2028 and will need a jersey from The Walk next fall.
- The senior wants a Stage Walk jersey for graduation instead of a second senior night jersey.
- You plan to add a poster or yard sign from Read It Out later in the season.
Ask for store credit in the same email where you start the return or cancellation. If you do not ask, the refund goes to your original payment method as usual.
The 7-day clock, explained
For returns, the 7 days begin when your parcel reaches us. A return label printed and dropped off on the Saturday after senior night starts the clock on the day it is delivered back to us, not on Saturday. Keep your drop-off receipt so you can see when it arrived.
For cancellations, there is nothing to send back: the refund is sent within 7 days of the cancellation being confirmed by email.
For damage or a print that does not match the order, the 7 days begin when we approve the claim from your photo. If we need the item back to look at it, we will say so and send a free label.
Each time a refund is sent, you receive an email confirming the amount and the items it covers. Keep that email with your order confirmation.
When there is no refund to make
Refunds follow the return or the cancellation. A few situations, honestly stated:
- No return received: if a return label was issued but the item never reaches us, write to us with the drop-off receipt and we will look into it with you.
- After 60 days: the return window closes 60 days after delivery. If you are just past it with an unusual reason, email us anyway.
- An exchange was chosen: if you asked for a new size or a corrected name instead of a refund, the replacement is the remedy; any price difference is settled before printing, and any amount you overpaid is refunded.
A typo is not a loss
We print exactly what is typed, in capitals, and there is no proof emailed before printing. The read-back tick box on the product page is the check. Even so, if the jersey reads SMTIH instead of SMITH because that is what went in, the 60-day return still applies with free return postage. You can choose a refund, store credit, or a corrected reprint. If the mistake is found within 24 hours of ordering, email us with the order number and the correct spelling; it can be fixed before printing and no refund is needed.
Three refunds, worked through
The jersey that arrived after the night
A volleyball senior night was moved up a week, and the jersey arrived two days after the new date. The family no longer needs it. They email us within the 60 days, receive a free return label, and send it back. The refund for the jersey, plus any size surcharge, is sent within 7 days of the parcel reaching us. Nothing is deducted because the jersey carries a name.
The escort line with one size too many
A family ordered five jerseys: the senior’s, MOM, DAD, GRANDMA and an AUNT jersey in 5XL. The aunt would rather have a 3XL. They ask for an exchange instead of a refund. Moving from 5XL to 3XL lowers the surcharge from $4 to $2, so the $2 difference is refunded to the original payment method, and the 3XL is printed with the same role and number.
The poster that came creased
An 18×24 inch poster for the gym wall arrives with a sharp fold across the name. The family emails one photo of the fold and one of the packaging. We approve the claim from the photo, and they choose a refund rather than a reprint. The refund is sent within 7 days of approval. The photos are deleted 30 days after delivery of the resolution.
Price differences on changed orders
Changes do not always cost the same as the original. When a change in size, product or quantity alters the total, we tell you the new figure by email before anything is printed:
- The change costs less: for example, moving a jersey from 4XL to XL removes the $4 surcharge. The difference is refunded to your original payment method.
- The change costs more: for example, adding a GRANDPA jersey to an existing order. We explain how to pay the difference before printing goes ahead; nothing extra is charged without your agreement.
- No change in price: swapping a name, a number, a class year or a colour pair, such as Royal & White for Navy & Gold, costs nothing, because personalisation is included.
Unsure between two sizes before you order at all? The Size Guide is the cheapest refund there is: the one you never need.
Disputes and chargebacks
If a charge looks wrong, email us before you open a dispute with your bank. Include the order number and what you expected to see. Most problems, such as a duplicate charge or a refund that has not appeared yet, can be settled quickly by email. Writing to us first does not take away any right you have with your bank or payment provider. If a dispute is already open, tell us, so we do not refund the same amount twice.
Records worth keeping
Three small things make any refund question a one-email job. Keep the order confirmation email, which carries the order number and the exact name, number and size you chose. Keep the drop-off receipt from the return label, which shows when the parcel left you. And keep the refund confirmation email we send, which lists the items covered and the amount. With those three, we can answer “where is my money?” in a single reply, even in the middle of senior night season.
Refunds to Canada, Australia and New Zealand
Families outside the US are refunded the same way: in US dollars, to the original payment method, within the same 7 days. Import duties or taxes on the delivery depend on the destination country and are not something we control, so they are not part of what we charged and are not part of what we refund. If you have questions about recovering them, the customs agency in your country is the place to ask.
Write to us about a refund
Email support@callup.shop with your order number, or use Submit a Ticket. We reply within 24 hours on business days. Related pages: Shipping & Delivery, Payment Methods and Terms of Service. These terms are governed by the laws of California. Call Up, 16326 Oak Springs Dr, Ramona, CA 92065, United States.