Everything we make is printed to your file, at your size, for your customer. It cannot be resold to anyone else, so custom work is not returnable. What we do instead is reprint our own mistakes without argument.
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:
We check every file for resolution, transparency and sizing before it prints, and we tell you what we find. But we print what you approve. Once you click approve on a proof, that proof is the contract.
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 — no rush penalty for a mistake, even yours — but it is not free.
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.
| 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.
A real person answers the phone between 10 and 6 Eastern. Most questions take one call, not a ticket thread.
