In case your customer has received an incorrect or faulty product, please get in touch with our team within 30 days of product delivery, and we will be happy to arrange a free replacement.
How to notify us about it
Please report the defective product by navigating to “Orders” page in your Printify account. Click on the affected order, then scroll down and click on “Submit Issue” below the affected product:
If there’s an issue affecting multiple products that use the same design, an additional photo (or video) of all affected items visible in one frame will be required for confirmation purposes.
Our team will do everything possible to correct the situation and provide the most suitable solution to you.
Please note that a free replacement is not offered in these cases:
Lost orders with an incorrect delivery address provided by your customer
Products that were received as requested; however, your customer wishes to have another size/color instead
Garments with a minor size deviation from the size guide measurements (below 1")
Low-quality prints caused by a low-quality print file
In case the package has been lost, the first thing to do is to check whether the submitted address is 100% accurate. Even a single missing letter or number can cause a delivery failure.
If the address is correct, please make sure to contact the local post office (or advise the customer to do so). Occasionally, we see that upon arriving at the destination city, the package is stored at the local post office and the recipient has to collect the package from there.
After both of these steps have been completed, please reach out to our Merchant Support team by clicking on the chat bubble — we will investigate it further and offer a free replacement if we determine that there was no error on your (or your customer’s) part.
It is your responsibility to ensure that the design meets the minimum image resolution criteria and follows the guidelines as described in our Design Guide. It should be pointed out that if the print issue is caused by the design, it would not qualify for a free replacement.
Please note that a faint odor is a natural occurrence in the direct-to-garment (DTG) printing industry. Typically, the odor will disappear after the first wash.