When is a product eligible for a reprint?
If something goes wrong with an order — whether it’s a product issue or a shipping issue — you may be eligible for a resolution.
This article explains:
How to report an issue
When free reprints are offered
Shipping-related reporting timeframes
Which situations are not covered
How do I report an issue?
To submit a claim:
Go to Orders in your Printify account.
Select the affected order.
Scroll down and click Submit Issue below the impacted product.
If multiple products with the same design are affected, you may be asked to provide an additional photo or video showing all affected items in one frame for verification.
Our team will carefully review your request and provide the most appropriate solution.
Learn more about reporting an issue with my order
Product issues (delivered orders)
If your customer receives an incorrect or faulty product, you may be eligible for a free reprint. Product-related issues must be reported within 30 days of delivery.
Please note that some product characteristics are a natural result of the decoration method and are not considered defects. These are outlined below.
Embroidery
Since embroidery is created using stitched thread rather than ink, small variations between items may occur. The following are considered normal and are not eligible for a free reprint:
Slight variations in stitch density or texture
Visibility or texture of the embroidery backing on the inside of the garment
Simplification of fine details, small text, or gradients during the digitization process
These characteristics are inherent to embroidery and do not indicate a production error.
Direct-to-Garment (DTG)
The following are normal and temporary characteristics of DTG printing:
Visible pre-treatment residue (more common on light-colored items)
These typically disappear after the first wash. We recommend washing garments cold, inside out, and tumble drying on low.
Shipping issues
Shipping-related issues may have different reporting timeframes.
Lost packages
If an order has not been delivered:
Within 30 calendar days for domestic US or regional EU orders, or
Within 45 calendar days for international orders,
report it within 1 week after that period ends to remain eligible for a reprint or refund.
Before contacting Support:
Verify the delivery address is completely accurate.
Contact the local post office (or advise your customer to do so), as packages are sometimes held for pickup.
If both steps have been completed and the package cannot be located, reach out to our Support Team. We will investigate further and offer a free reprint if we determine that no error occurred on your or your customer’s part.
Returned orders (failed delivery)
If an order is returned to Printify or the Print Provider due to an incorrect or incomplete address, our Support Team may offer:
A partial refund, or
A free reprint (if the case qualifies under our reprint policy)
If you would like the item to be shipped again at your own expense, you can place a new manual order for your customer.
The reason for the return is usually shown in the tracking link. If the reason is unclear, reach out to our Support Team, and we will review the case.
When is a free reprint not offered?
Free reprints are not available in the following situations:
- An incorrect or incomplete delivery address was provided by you or your customer
- The product was received as ordered, but your customer would prefer a different size or color
- Minor size deviations (less than 1 inch from the size guide measurements)
- Low-quality prints caused by a low-resolution or unsuitable design file