How does Printify handle refunds and returns?

Printify offers a free reprint or refund when a product arrives damaged or has a manufacturing error, as long as you contact us within 30 calendar days of product delivery. 

Printify is a print-on-demand company, and every product is made only after it's ordered. This also means that returns and exchanges are not supported if your customer ordered the wrong size, color, or simply changed their mind. Take a look at Printify Quality Promise for more.

What happens if a Printify order arrives damaged or misprinted?

Printify offers a free reprint or a refund when the problem comes from production or delivery, as long as you report it within 30 days with a photo. Covered issues include:

• Print quality issues, such as a faded, smudged, or flawed print
• Print placement that’s more than 0.5 inches off
• Print in the wrong area of the product
• The wrong product, size, color, or brand
• Manufacturer sizing defects outside the size chart tolerance
• Items damaged in delivery

What issue doesn’t qualify for a reprint or refund?

Printify doesn’t offer a free reprint or refund in these cases:

• The delivery address was incorrect or incomplete.
• Your customer changed their mind or ordered the wrong size or color.
• Within the size tolerances mentioned below
• Low print quality is caused by a low-resolution or unsuitable design file.

Some product characteristics are a natural result of the decoration method and aren’t considered defects:

• Embroidery: slight variations in stitch density or texture, visible backing on the inside of the garment, and simplified fine details, small text, or gradients.
• DTG printing: a faint odor on new garments and visible pre-treatment residue, which is more common on light-colored items. Both typically disappear after the first wash.

For the full eligibility rules, see When is a product eligible for a reprint?

How do I report a problem with a Printify order?

If a product arrives damaged or has a manufacturing error, report an issue within 30 calendar days of delivery. Include a clear photo showing the issue, required evidence will be indicated when submitting it. There's no need to return the damaged product.

If the same issue affects multiple products that share one design, include an additional photo or video showing all the affected items in a single frame so we can confirm it.

To report a problem, go to the Orders page in your Printify account, select the specific order, and choose whether you’d like a reprint or a refund. For step-by-step instructions, see How can I report an issue with my order?

What should be included when submitting an issue?

Every submitted issue needs a clear photo of the problem. The exact requirements depend on the issue type and are shown when you submit your report. Sending the right photo from the start is the fastest way to get your request resolved.

Placement and sizing issues count as defects only when they go beyond these tolerances:

• Print placement: 0.5 inch
• Adult garment sizing: ±1 inch (most garments)
• Baby clothing sizing: ±0.5 inch

For print quality issues, photograph the product on a flat surface in natural light with the whole design in frame. This helps our team see the colors and details just as your customer does.

To see what is needed for each issue type, check the required documentation for reporting an issue.

You can upload up to 5 photos in JPEG, JPG, or PNG format (up to 15 MB each) and one video in MOV or MP4 format (up to 250 MB).

How long do I have to report a problem with a Printify order?

If an order hasn’t been delivered in 30 calendar days (for domestic US or regional EU orders) or in 45 calendar days (for international orders), report the issue within 1 week to be eligible for a reprint/refund. For product issues, contact us within 30 calendar days of product delivery.

What happens after an issue is reported?

Your request moves through three statuses, shown in a banner on the Orders page: 

• 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.

If our team needs more information from you, a link to the request conversation appears on the same page. Once a reprint is issued, it gets a new order ID and a new tracking number. To learn what each order status means, see What does the status of my order mean?

Who pays for a Printify reprint or refund?

Printify covers the full cost of a reprint or refund when the fault happened in production or fulfillment. You cover the cost when the delivery address was wrong, or your customer simply changed their mind.

For lost packages, Printify offers a free reprint once the investigation confirms no error on your or your customer’s side. 

If an order is returned to the Print Provider because of an incorrect or incomplete address, you can opt for either a reprint with an extra charge or a partial refund. To ship the item again entirely at your own expense, place a new manual order for your customer.

How are refunds issued?

Refunds are issued to your Printify Balance. You can withdraw this amount to send it to your original payment method. 

Withdrawal requests typically take up to 2 business days to be approved by Printify, and if the balance was originally topped up by card, the bank may take up to 10 additional business days to process it. 

If your billing currency isn't USD or AUD, the refund goes directly back to the original payment source instead.

What do I tell my customer while an order issue is being resolved?

If a replacement has been approved, let your customer know it is already being fulfilled, and send them the new tracking number as soon as the reprint ships.

Here’s a message you can copy and adapt:

Hi [Name], thanks for letting me know, and I’m sorry your [product] didn’t arrive as it should. I’ve already arranged a replacement at no cost to you, and you don’t need to send anything back. I’ll share the new tracking number with you as soon as it ships.

Keep in mind that your sales channel may give your customer longer to report a problem than Printify gives you:

Do Express Delivery and Printify Choice orders follow the same rules?

Yes, Express Delivery and Printify Choice orders follow the same rules for issue resolution.

If you have any questions or need assistance, feel free to contact our Support Team.