If we got it wrong, we reprint it
No restocking fee, no return shipping, no debate. We reprint on the next production cycle and, if the original was standard service, we upgrade the shipping at our cost to make up some of the lost time.
That covers:
- Printed at the wrong size, on the wrong material, or with the wrong finishing.
- Color that does not match the approved proof within reasonable tolerance.
- Physical defects — banding, head strikes, misregistration, bad welds, missing grommets.
- Miscounts. If you ordered 250 patches and got 240, we ship the difference immediately.
- Damage in transit. We file the carrier claim; you do not have to.
- DTF that will not release or will not adhere when pressed to our published spec.
You usually keep the defective goods. For most products, shipping them back costs more than they are worth. We will tell you if we need something returned for a carrier claim.
If the file was wrong
We print what you upload, and on proofed products, what you approve. Once you click approve on a proof, that proof is the contract.
On products we do not proof, your file is the contract. DTF transfers and gang sheets are printed exactly as submitted, with no approval step. That is what makes same-day shipping possible, and it moves the last check onto you. A typo, the wrong phone number or artwork at the wrong size in the file you upload is a reprint at your cost, the same as an approved proof would be.
If you approved a proof with a typo, the wrong phone number, last year's date or artwork at the wrong size, that is a reprint at your cost. We will run it at the same price as the original, with no rush penalty for a mistake, even yours, but it is not free.
You have 24 hours to respond to a proof. If we don't hear back we may run the job on the most recent proof and specs. And files you send marked print ready skip proofing altogether — they go into production as submitted, errors and all.
Read the proof. Not the thumbnail, the proof. The single most common expensive mistake in this industry is approving a proof at a glance on a phone. Zoom in on the text.
What is not covered
- Ordered the wrong thing. Wrong size, wrong quantity, wrong product, correctly produced.
- Your customer changed their mind after the job ran.
- Pressed outside our published spec. DTF pressed at 250°F for 4 seconds will fail, and that failure is not a defect. The specs are on the pressing instructions page and printed on every shipment.
- Expected outcomes we warned about. Dye migration on sublimated poly, neon color shift, natural grain variation in genuine leather — if we flagged it on the proof and you approved anyway, it is not a defect.
- Normal wear. Wash and care ratings assume the care instructions were followed.
- Carrier delay. We will help you chase it. We cannot refund weather.
How to report it
Use the order issue form. It attaches your job number, the file we printed and the proof you approved automatically, which is most of what we need to diagnose the problem.
Send photos. A photo of the actual piece next to a ruler resolves a size dispute in one exchange instead of four. For color, photograph the piece next to the proof in daylight, not under shop fluorescents.
Timeframes
| Situation | Report within |
|---|
| Shipping damage or a short count | 7 calendar days of delivery |
| Production defect | 7 calendar days of delivery |
| Materially incorrect order | 7 calendar days of delivery |
Inspect your order when it arrives rather than when you get around to using it. Seven days is not long, and it starts at delivery, not at the moment you open the box.
Outside those windows, call us anyway. We would rather keep a shop than win a policy argument, and we have made exceptions for people who have been straight with us.
