Refunds
Refund and Cancellation Policy
Last updated May 6, 2026
Before production
If your order has not entered production, OLO can usually cancel it and refund any payment that has already cleared.
After production starts
Custom decorated goods are made for a specific customer and event. Once production begins, cancellations and refunds may be limited to production errors or issues OLO can reasonably verify.
Damaged or incorrect orders
If the order arrives damaged, incorrect, or materially different from the approved plan, message OLO from the tracker or call (305) 283-9721 within 7 days of delivery so we can review it.
Manual review
During the pilot, refunds may require human review. The admin queue tracks when a manual refund is required so the team can follow through before closing an order.