All issues/complaints to:
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
The return address is set by default to our suppliers’ facility:
11025 Westlake Drive,
When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks.
Reasons for Returns
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to the Printful facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed - Shipments that go unclaimed are returned to our supplier’s facility and you will be liable for the cost of a reshipment to yourself.
Returned by Customer - Please contact us you before returning any products. We do not refund orders for buyer’s remorse, and size exchanges will be offered at our discretion.
In more detail…………….
What happens if a package isn't delivered but the tracking states that it did?
We will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it – we will would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient’s address.
In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
If you are unable to locate the package you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by you when you will receive notice once the order arrives back to our supplier’s facility. We will then need to determine how you would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date . But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
We would also like to double check that you got in touch with your local post office to try locating the lost order.
If tracking information states an order was delivered but you think you haven't received it, we can’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.
How are returns handled differently when comparing quality concerns or customers changing their minds?
Any returns or problems that occur because of an error on our part will be handled at our expense. Cases where you would like to exchange or return a product without any defect or due to a wrong size being ordered will be handled at your expense by placing a new order. If the item is returned to our supplier’s facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.
If you return the product, where will it be sent?
Our supplier’s address
Printful's address is 11025 Westlake Drive, Charlotte, NC 28273.
We'll notify you via email that the package has been returned once it reaches our supplier’s facility and based on the reason for the return, we'll decide what the next steps should be together.
What if a frame breaks during shipment?
We guarantee each product from the moment it leaves our store to the point it is received by you. If any order arrives broken, damaged, incomplete, or wrong, we will reship their order to ensure you are satisfied with the product.
What if the recipient's address was wrong?
Usually, the package is sent back to our supplier’s address at Printful and then we'll contact you for an updated address. However, the packages are sometimes not returned to the sender. In this case, we will have to process a new order to replace the original.
What if the product is damaged in the mail?
We ask for photo verification of the damaged goods sent to firstname.lastname@example.org andthen we'll gladly send a replacement at no cost to you.