Our Promise
Every piece we produce passes through calibrated presses, archival papers, and human eyes. If your order arrives damaged, defective, or materially different from the approved proof, we’ll reprint or refund.
14‑Day Review
Report issues within 14 days of delivery for swift resolution.
Reprint or Refund
We prioritize a perfect reprint; otherwise a refund is issued.
Concierge Support
Dedicated specialists guide you through color, paper, and finish nuances.
Eligibility
Custom & Personalized Prints
Custom items (any piece produced to your file/specs: size, stock, finish, foil, emboss, die‑cut, etc.) are non‑returnable. We will promptly resolve manufacturing defects (damage, incorrect finish, off‑tolerance trim) or errors deviating from your approved proof.
- Color variance within industry tolerance (device/display differences, ambient light) is not a defect. Our tolerance aligns with premium trade standards.
- Minor trim variance up to 1/16″ and slight paper texture speckling may occur.
Non‑Custom Goods
Unused, unopened accessories (e.g., sample kits, holders) may be returned within 14 days of delivery in original packaging; a 10% restocking fee may apply.
Shipping fees are non‑refundable.
Return Process
Document
Within 14 days of delivery, email order number, photos of the issue, and a short description.
Review
Our specialists verify against the approved proof and production logs and reply within 1–2 business days.
Resolution
We reprint at priority speed or issue a refund to your original method of payment.
Carrier Damage: report to us within 48 hours of receipt with package photos. Keep all materials while we file the claim.
Exceptions
Approved Proofs
Once a digital or physical proof is approved, reprints for design/content changes fall outside this policy.
Color Expectations
Screens emit light; paper reflects it. For critical color, request a calibrated hard proof before production.
Final Sale Items
Deeply customized orders (e.g., die‑cut molds, custom Pantone inks) and rush fees are non‑refundable unless defective.
FAQ
How long do refunds take?
Once approved, refunds are submitted immediately and typically post in 3–7 business days depending on your bank.
Can I exchange instead of refund?
Yes. For eligible defects, we prioritize a complimentary reprint with expedited production and shipping.
Do you accept returns on sample kits?
Unopened kits may be returned within 14 days. If opened, they are final sale but we may offer a credit toward your first order.
What if I made a typo in my file?
If printing matches the approved proof, a reprint would be a new order. Ask us about our Goodwill Reprint pricing.