Custom Product Returns Policy

Final Sale All customized and personalized products from Masterline and Eagle are final sale and are not eligible for return, exchange, or refund.

At Masterline USA, Inc. and Eagle Sports, we build gear tailored to your exact needs—from custom-colored and engraved handles to fully personalized Eagle suits and vests. Because these products are made specifically for you, we cannot accept returns or exchanges except where required by law for manufacturing defects.

What counts as a “custom” product?

Masterline (Handles & Ropes)

Custom handle colors
Handle engraving or personalization (names, logos, numbers)
Full custom handle builds (spec components, diameters, grips)

Eagle (Suits & Vests)

Custom-sized suits and vests (made to specific measurements)
Custom graphics & art (team logos, colors, layouts)
Name drops / personalization on suits and vests

Final Sale — No Returns or Exchanges

All custom and personalized orders are final sale. Once an order has been placed and production has begun, we cannot cancel, change, or refund the order. If you need help prior to ordering—sizing, specs, or design—please contact us first at sales@masterlineusa.com.

Order changes & cancellations

Before production: We’ll do our best to accommodate changes if production has not started.
After production begins: Changes and cancellations are not possible.

Sizing, proofs & approvals

Measurements matter: For custom-sized Eagle suits/vests, carefully follow our measuring guide. Ask us if you’re unsure.
Artwork & personalization: Review any proofs for spelling, numbers, color placement, and logo usage before approving.
Color variance: Minor color variations can occur due to different screens, inks, materials, and production runs. This is not considered a defect.

Manufacturing defects (Warranty)

Our Warranty Policy covers manufacturing defects in materials and workmanship. If you believe your custom product has a manufacturing defect, contact us before sending anything back: sales@masterlineusa.com.

Pre-approval required: We’ll provide next steps and an authorization before you ship any item to us.
Inspection: Returned items are inspected. If a manufacturing defect is confirmed, we will repair or replace with the same or comparable product.
Exclusions: Normal wear and tear, misuse, neglect, exposure to conditions beyond intended use, and commercial/rental use may void coverage.

Shipping damage

Inspect your shipment on arrival. If there is visible damage, photograph the packaging and product immediately.
Report damage to sales@masterlineusa.com within 48 hours so we can assist with a carrier claim.

Logos, trademarks & licensing

By submitting artwork or requesting specific logos, you confirm you have the rights or permissions to use them. We reserve the right to decline artwork that infringes on third-party rights or does not meet production standards.

Quick FAQs

Can I return a custom handle if I don’t like the color or engraving?

No. All custom colors, engravings, and full custom handle builds are final sale and not eligible for return or exchange.

What if my custom Eagle vest or suit doesn’t fit?

Because it was made to your specifications, we cannot accept returns or exchanges. If you need help with measurements, please contact us before ordering—our team can advise to help you get it right the first time.

What if there’s a mistake on my personalization?

Please carefully review all proofs and confirmations for spelling, numbers, and layout prior to approval. Once approved and in production, changes aren’t possible. If we made an error that differs from your approved proof, we will make it right.

Are custom products covered by warranty?

Yes—custom items are covered for manufacturing defects per our Warranty Policy. Contact sales@masterlineusa.com with photos and a description before sending anything back.

How do I start a claim for a potential defect?

Email sales@masterlineusa.com with your order number, photos, and a description of the issue. We’ll reply with next steps and authorization if needed.

Need help before you order?

We’re happy to help with sizing, materials, and design choices. Reach us at sales@masterlineusa.com. Getting it dialed in up front ensures your custom product arrives exactly how you expect it.