How can I report an issue with my order?
If you receive a damaged product or notice a manufacturing error, Printify offers a free replacement or refund if you contact us within 30 days of product delivery.
To report an issue with your order
- Log in to your Printify account and navigate to the Orders tab.
- In the Printify orders tab, find the specific order that has the issue and click on it to open order details. Then click on the Submit issue below the affected product.
- Next, select the type of issue (tracking status, request refund, request reprint), and proceed to upload a photo of the product if required.
Our team will respond to you as soon as possible. You will receive a reply via email and can also check for updates in My Requests.
To speed up the resolution of the issue, please ensure that you provide the necessary photo or video evidence when contacting us.
| Issue | Required evidence |
|---|---|
| An issue with the quality of the print or embroidery | A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame. |
| An issue with the print placement (distance from collar, off-center, etc.) |
A clear photo of the received product laid on a flat surface where the incorrect placement is shown with a ruler/measuring tape. For DTG products, there is a tolerance of 0.5" for print placement. |
| Print in the wrong area | A clear photo of the product you received, folded in a way that clearly displays both sides. |
| Wrong product | A photo of the product that was received, with the size tag clearly visible as well. |
| An issue with the product (incorrect size, brand, quality) | A clear photo of the received product where the design, issue, and/or size tag are clearly visible in a single frame. |
| A product sizing issue (manufacturer’s defect) |
A clear photo of the received product being measured according to the measurements provided in the catalog’s size chart. Both the print and the measurement should be clearly visible and the garment should be laid on a flat surface. The tolerance is +/- 1” for adult garments and +/- 0.5” for baby clothing. |
| An issue with an electronic device (manufacturer’s defect) | A video or photo where the issue is clearly visible or shown, and demonstrate the troubleshooting steps being performed. |
|
Delivery-related product damage |
A photo or video of the received product where the package and the issue are clearly visible. |
|
Reprinted item has the same issue as the original item |
A photo or video of both the original and reprinted item in the same frame where the issue is clearly visible. |