If you’re not satisfied with the quality of the products your customer received or if the order was lost or returned to sender, get in touch within 30 days of estimated delivery date and we’ll do everything we can to investigate and find a solution.
If our quality assurance team validates your claim, we will be happy to send a complimentary replacement order as quickly as possible.
Refund
We'd much rather fix any problems and send a replacement order to make sure you are happy with your order. If that's not possible or you 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.
Color consistency
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 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 provided. Should you want to submit a new order, we will cover the costs of the new order.
Wrong Address
If you 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 you reject 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.
Unclaimed
If you are not able to receive your 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).
Returned by Customer
We currently do not support returns. Should you want to submit a new order, you will be liable for the costs of the new order.
Lost Order
If you didn't receive the order and we consider it lost, we will report the problem and arrange for a new order to be sent out.
In the unfortunate case your order arrives damaged in the mail, please Report a problem through the mail or contact form within 14 days from receiving the item and we will be happy to send you a replacement order. Be sure to include:
- A description of the problem and details about how the order was packaged.
- Pictures of the damaged order item(s) and its packaging (outside of the packaging and its inserts).
Note
The pictures are very important for our team for internal reporting. We will also ask you 'Is the package also damaged?' along with requesting photo evidence, as when an order arrives damaged, we trigger an internal investigation with our print and logistics partners to ensure that this doesn't occur again and that any improvements are applied as soon as possible. We highly appreciate your input in answering all the questions and providing us with all the valuable pictures.
If your order contains more than one item, please let us know if you will require a reprint for all items.
