If you’re not satisfied with the quality of the products your customer received get in touch within 30 days of receiving the item and we’ll do everything we can to investigate and find a solution.
You can read more about reporting problems with orders in the article How do I report a problem with my order?
If our quality assurance team validates your claim, we will be happy to send a complimentary replacement order to your customer as quickly as possible.
We'd much rather fix any problems and send a replacement order to make sure your customers are happy with their orders. If that's not possible or your customers can't wait for a new order to arrive, please indicate that when you reach out to us and we'll give you a refund.
We use the same print machines, paper types, and work processes as our print partners to minimize color variations. Having said that, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result: machine type, machine settings, paper types, humidity in the room, and when the machine was last cleaned, just to mention a few examples. Color variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.
Defective or damaged products
If you or your end customer receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products, or lack of quality of the delivered product not caused by lack of quality of the content you or your customer provided. Should you want to submit a new order, we will cover the costs of the new order.
Returned by Customer
We currently do not support returns because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order.
Returned to Sender Policy
For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.
Please refer to this article My order shows it is being returned to sender, what now?
If you or your end customer provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Rejected by the Recipient
If your customer rejects the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
If your customer is not able to receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).
Lost Orders Policy
For packages lost in transit, please get in touch with us. We'll be happy to send a replacement order on your behalf.
Please refer to this article Shipping & delivery: What if an order is lost in the mail?