Returns and Reprints
Everything we print is made for you: your file, your size, your quantity. Once it comes off the press it has no value to anyone else. That shapes this policy, and we would rather say it plainly than hide it in fine print.
Custom print is not returnable
We do not accept returns for a change of mind, for ordering the wrong quantity, or for a mistake that was already in the file you approved. There is no restocking option for a box of cards with your name on them.
What we do make right
If the problem is ours, we fix it at our cost. That covers:
- You received the wrong product, quantity, size or stock compared to your order
- A production defect: bad registration, streaking, banding, off cuts, cracked or delaminated material, faulty grommets or hems
- Damage in transit
- Color materially off from a hard proof you approved and paid for
The remedy is a reprint. If a reprint no longer helps because the date has passed, we refund.
What is not a defect
- Color that does not match your screen. Monitors emit light, ink does not.
- Small color variation between runs, between materials, or between two products printed on different presses
- Cutting tolerance of up to 1/16 inch, which is the industry standard, and content placed too close to the trim
- Soft or pixelated output from a low resolution file
- Typos, an old phone number or the wrong logo in the file you approved
- Quantity variance of up to 5 percent on certain runs. If we ship under, we credit the difference.
Tell us within 5 business days
Keep the product until the claim is closed. We may ask for more photos or for the pieces back, and we pay that return shipping. After 5 business days we have no way to verify what happened and we cannot process the claim.
How a reprint runs
We confirm the fix in writing, reprint on the same specification, move you up the queue and cover shipping both ways. The production clock starts again, and we give you the new date up front.
Refunds
We refund when a reprint no longer solves the problem, or when we cannot produce the job at all. Refunds go back to the original payment method through Stripe. Your bank usually posts it in 5 to 10 business days.
Design hours already delivered are not refundable. The files we produced are yours to keep.
Cancellations
Before your job goes into production we cancel and refund in full, no questions.
Once it is in production, material and press time are already committed and we cannot cancel. If you need to stop an order, write immediately and we will tell you honestly where it stands.