FAQ
For information that isn't covered here, please visit our refund policy and shipping policy pages, or write to us by using the contact link located in the main menu.
Returns
Can I Cancel an Order?
Orders can only be canceled if they have not been moved to the production phase. Once an order is marked as "Being Fulfilled" or "Fulfilled" by our production partner, changes or cancellations are no longer possible; orders can start being fulfilled in the matter of a few hours, but may sometimes take a day or two. If you would like us to attempt to cancel an order, you must send us a request and provide your order number as soon as possible, by using the contact link located in header at the top of our site, in order to have the best chances of succeeding in a cancellation. We cannot offer any guarantees of a successful cancellation, no matter how soon a request is submitted, although we promise to do our best to respond and work quickly to resolve the matter.
If a cancellation is not possible, and you do not want the product, we provide the option to return the product back to us once it is received, but you are responsible for all return shipping costs, and a 20% restocking fee will be deducted from the full purchase price. To be eligible for a return on an order you initially wanted to cancel, your item must be in the same condition that you received it; unopened, with tags, and in its original packaging (if the internal packaging the product is placed in has been opened a refund will not be issued).
Can I return an item if I have buyer's remorse?
We allow returns for customers experiencing buyers remorse. However, you are responsible for all return shipping costs, and a 20% restocking fee will be deducted from the full purchase price.
To start the refund process, please contact us by using the contact link located main menu of our site
Can I exchange a product if I ordered the wrong size?
We highly suggest using the size guides included within listings, and to ask any questions about sizing, etc... prior to making a purchase to avoid any unnecessary complications, however, you may still exchange a product in the event that it doesn't fit you.
To be eligible for an exchange, You will need the receipt, proof of purchase, or order number, and you must return your item to us in the same condition that you received it, with tags, and in its original packaging. You will also be responsible for all return shipping costs, and a 20% restocking fee will be deducted from the full purchase price.
the fastest way to ensure you get what you want is to return the item you have, and make a separate purchase for the new item. Once we receive the item you returned, and if we accept that it falls within our return guidelines, we will issue you a refund within 10 business days.
To start the refund process, please contact us by using the contact link located in the main menu of our site.
How long do I have to wait for my refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve issued your return, please contact us by using the contact link located in the main menu of our site
Is the return address the same as where my order was shipped from?
No; our return address is different from where our products ship from. If you refuse a shipment, or return it to the sender's address shown on the package, we will not be able to issue you a refund.
If you would like to return or exchange a product for any reason, you need to contact us using the contact link located in the main menu of our site.
Once we collect all the details about your return request, and you accept the terms and conditions of our return policy, we will provide you with a return shipping address.
How are international returns handled?
International returns are handled the same way as domestic returns. We allow returns or exchanges for any reason, but the customer is responsible for all return shipping costs, and a 20% restocking fee will be deducted from the full purchase price.
Exception: For orders shipped to Brazil, customers have the legal right to cancel their order within 7 calendar days of receiving it, under the “right to regret” policy. If this applies, please contact our production partner at support@printful.com to process the return. Customers must express their will to return the item, and provide a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.
Notification for EU consumers:
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal, limited to 14 days, may not be provided for:
1. The supply of goods that are made to the consumer's specifications or are clearly personalized.
2. Sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.
Therefore we reserve the right to refuse returns at our discretion.
Which products are not eligible for returns or exchanges?
Shipping
When will my order ship?
Our products are produced on a made to order basis and require a 3-8 business day processing period to physically produce, and process our items for shipment.
Although most orders are fulfilled quickly. In fact:
- Over 97% of orders ship within 5 business days
- More than 50% ship within 3 business days or fewer
Can I use a P.O. Box for my delivery address?
You can, but it’s not always the best option. Most national postal services, like USPS or Canada Post, can deliver to PO Boxes; however, some of our products, like yoga mats, are too big for PO Boxes. In those cases, we ship with commercial carriers like FedEx, which don’t deliver to PO boxes.
To avoid delivery issues or delays, we recommend using a physical address whenever possible.
Are all products in an order shipped together?
Not always. Some items are packaged separately to keep them safe and in good shape during shipping. Others might be sent from different fulfillment centers, so they’ll arrive in separate packages. If your order has different types of products, it’s normal to receive them in multiple shipments.
What should I do if my order is delayed?
While uncommon, orders can be delayed for a handful of reasons. Those
include, but are not limited to, high order volumes, customs processing, carrier issues, product availability issues, and potential technical issues regarding production among others.
We understand some customers may become frustrated if their order is
delayed, but rest be assured that we will keep you updated, and do everything in our power to get your order delivered to you if a delay ever occurs.
With the exception of a product being unavailable, we cannot cancel an
order because of a delay since a product is already in the process of being fulfilled or shipped to a customer. However, we will accept a return request within 7 days of receiving of your purchase, if you so choose, but you will responsible for all return shipping costs, and a 20% restocking fee will be deducted from the full purchase price.
Important: if you express to us that you would like to return your purchase
because it was delayed, your item must be in the same condition that you received it; unopened, with tags, and in its original packaging (if the internal packaging the product is placed in has been opened a refund will not be issued).
Why haven't I received tracking info?
You’ll receive a tracking link via email only after your order ships out, not while it is being fulfilled.
Your tracking page may look empty right after your order ships but this is completely normal. It usually takes a little time for tracking updates to appear, depending on the carrier and shipping route.
When to expect tracking updates:
- It can take up to 48 hours for tracking details to show up in the carrier’s system after the package has shipped.
- Tracking for international shipments may take longer to update, depending on the destination and carrier.
- Orders from the Tijuana facility in Mexico are first shipped to the U.S. and sorted at the San Diego facility, so there can be an extra day (72 hours) before tracking updates become available.
If it’s been more than 72 hours and tracking is still missing, please contact us using the contact link located in the main menu of our site.
What happens if my order is damaged or the wrong item was sent?
Our production partner has a three-step quality control process. However,
in rare cases, damaged or mislabeled items might slip through, or get
damaged in transit. Our production partner covers replacements in
these cases.
Customers must report damaged or mislabeled items to us within 7 days of receipt, by using the contact link located in the main menu of our site, and provide a detailed description and clear photos of the issue. All the original packaging and packing materials must also be kept until a resolution is reached.
What happens if my order is lost or stolen?
Our production partner also covers replacements in the case of
orders deemed as lost by the carrier. Customers must submit a claim to us by using the contact link in the main menu of this site after 7, but no more than 30, days after the estimated delivery date. If 30 days have passed we, nor our production partner, will not be able to help.
Once contact with us has been established, we will ask the you to confirm if the provided shipping address is correct, and if an attempt was made to contact the shipping carrier to assist in locating the lost order before we proceed with initiating an order for a replacement.
If the tracking information shows the order was delivered, our production partner will not cover the lost order claim, and we will advise you to contact the carrier directly to inquire about the package's location and potentially open a claim with them.
We are not responsible for packages deemed as stolen after confirmed delivery. If this happens, please contact the shipping carrier directly to potentially open a claim with them, and/or assist in locating the order; in some cases a package is misdelivered to a neighbor, or left in an unexpected location at the customer's address.
If a product cannot be located, and a solution with the carrier cannot be reached, please contact us and we will do our best to provide a solution.
What happens if my order failed to deliver or was returned to sender?
If the delivery carrier (USPS, FedEx, UPS, DHL, etc...) is unable to deliver an item due to being provided with a wrong address, or if the package is unclaimed for an extended period, i.e. the carrier tried delivering the package but it requires a signature, and you weren't available to sign for it, or there was no access to the delivery address for any given reason, and you did not attempt to acquire the package by picking it up from a carrier's warehouse, the order will then be sent back to our production partner's warehouse and held for 30 days free of charge.
We will then be notified by our production partner that a shipment has been sent back to their facility. If you haven't already reached out to us by this point, we will attempt to contact and notify you of the situation. Once we have established a connection, you will be asked to confirm your shipping address, and be provided with the option to have the order re-shipped, but you will have to cover the shipping costs. If you decide to cancel the order at this stage, a 20% restocking fee will be charged on the full purchase price.
In most cases, orders are sent back because customers provide an incorrect, incomplete, or illegible address. To minimize problems with addresses and carrier returns, please double-check your shipping address before submitting an order.