How can I report an issue with my order?
If you’re experiencing any issues with your order or shipment, including missing or delayed deliveries, or if you need to report a problem with a received product, follow the steps below to get assistance from our Support Team.
To report an issue with your order
- Log in to your Printify account and go to the Orders tab.
- Find the specific order and click to view its details.
- Click Submit issue for the affected product.
- Choose either Request refund or Request reprint, depending on your preferred solution.
- Choose the issue type and provide a brief description of the problem.
- If required, upload up to 5 photos or videos of the product. Accepted image formats include JPEG, JPG, and PNG (up to 15 MB each), and one video in MOV or MP4 format (up to 250 MB).
Once you submit your request, you can track its status and resolution directly on the order details page. The request will progress through the following stages:
- Pending: Your request has been received.
- In progress: Our team is actively working on your request.
- Resolved: The outcome of your request will be displayed.
Each stage will be prominently displayed in the banner on the order page, ensuring you are informed of the progress at every step:
If our team needs additional information, a Go to request button will be displayed, allowing you to open the related conversation:
To facilitate a quicker resolution of your issue, we strongly recommend including photo or video evidence when contacting us.
| Issue | Required evidence |
|---|---|
| An issue with the quality of the print | 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, DTF, and AOP 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 most adult garments (with some exceptions) 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, the printed design, 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. |