XBALM Custom & Promotional Orders
Last updated: 9 September 2026
Custom-printed lip balm carries your artwork and cannot be resold, so this
policy is built around the proof approval instead of a returns window. In
practice it gives you more protection, not less — you see exactly what you are
buying before anything is made.
Before you approve your proof — full refund, any time
From the moment you order until the moment you approve your proof, you can
cancel for any reason and receive a full refund, including shipping.
No explanation needed. Email orders@xbalm.com or tell us on your order page.
Nothing has been printed at that stage, so there is nothing to return and
nothing to charge you for.
After you approve your proof — the order is committed
Approval releases your job to production. Materials are committed, plates are
made and printing begins.
At that point the order cannot be cancelled or returned, because the product
carries your artwork and has no value to anyone else.
This is why we ask you to check your proof carefully. Company name spelling,
phone number, website, tagline, flavor and quantity are all on the proof, and
all of them are yours to confirm.
If something is wrong with what you receive
This is different from changing your mind, and it is covered.
We will reprint the order or refund it, at your choice, if:
- what we printed does not match the proof you approved
- the product is defective
- the quantity delivered is short
- the order was damaged in transit
Tell us within 30 days of delivery and send a photograph of the problem. We
do not usually need the product returned; if we do, we will arrange and pay for
the collection.
What is not covered
- A change of mind after approval
- Errors that were on the proof you approved — a misspelling, an old phone
number, the wrong flavor. If you spot one after approval, tell us anyway; we
will always tell you honestly what stage the job has reached and what it
would cost to correct - Colour variation from your screen. A proof is viewed on a monitor and
printed with ink. Colour will be close but not exact, and may vary slightly
between runs - Artwork we told you would not reproduce well, where you asked us to
proceed anyway
How refunds are made
Refunds go back to the card used for the order, usually within five business
days of us approving them. Your bank may take a few days more to show it.
Contact
Mountain Mixtures — XBALM
Clearfield, Utah
orders@xbalm.com · 1-801-809-3766