In case you or your customer receives a damaged product (stained/holes in garment/broken), the first action to take is capture the defect by taking a picture. Please make sure that it is clearly visible and it is always better to take several pictures so every angle is presented.
Please reach out to Printify Customer Care via our Order Issue Submission form with pictures taken before-hand, along with the Order ID and SKU numbers of the affected product/s. This way we will be able to locate the order and arrange a replacement in a timely manner for you or your customer.
If the received item has bad odor or the garment is stiff, please wash the product and the smell/stiffness will disappear, this is a natural occurrence in direct to garment printing.