Our Return Policy
Please Note:
We partner with print-on-demand companies to create your custom products. This means that each item is made uniquely when you place your order. Due to the nature of this process, there are specific return policies in place. Please review the information below carefully, as it outlines the guidelines for returns and exchanges with our print-on-demand partners.
PRINTFUL:
We want you to be completely satisfied with your order. Here’s what to do if you have any issues:
Misprints, Damage, or Defects
- Please contact us within 30 days of receiving your product if there are any misprints, damages, or defects. We’ll cover the costs to make things right.
Lost Packages
- If your package hasn’t arrived within 30 days of the estimated delivery date, please let us know.
Problem Reports
- To get the process started for any issues, please submit a problem report here.
Return Address
- Returned items will be sent to a Printful and Gelato facilities. You’ll receive an email notification when this happens. We don’t cover costs for returns sent to other addresses.
Important Notes
- Incorrect Addresses: We’ll work with you to reship items returned due to incorrect addresses, but you’ll be responsible for the reshipment costs.
- Unclaimed Items: You’ll be responsible for reshipment costs for unclaimed items.
- Buyer’s Remorse: We cannot provide refunds simply because you’ve changed your mind about a product. However, we may offer replacements for size exchanges at our discretion and at your cost.
EU Consumers: Certain personalized items or sealed goods (like face masks) may not be eligible for returns in accordance with EU consumer rights law.
Questions?
If you have any questions or need assistance, please contact us here.
GELATO:
If you’re not satisfied with the quality of the products your customer received get in touch within 30 days of receiving the item and we’ll do everything we can to investigate and find a solution.
If our quality assurance team validates your claim, we will be happy to send a complimentary replacement order as quickly as possible.
We’d much rather fix any problems and send a replacement order to make sure you are happy with your order.
If that’s not possible or you can’t wait for a new order to arrive, please indicate that when you reach out to us and we’ll give you a refund.
Color consistency
We use the same print machines, paper types, and work processes as our print partners to minimize color variations. Having said that, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result: machine type, machine settings, paper types, humidity in the room, and when the machine was last cleaned, just to mention a few examples. Color variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.
Defective or damaged products
We will replace your order if you receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products, or lack of quality of the delivered product. Should you want to submit a new order, we will cover the costs of the new order.
Lost Orders Policy
For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We’ll be happy to send a replacement order on your behalf.
Return Policy for Personalized Products
Returned by Customer
We currently do not support returns because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order.
Returned to Sender Policy
For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.
Wrong Address
If you provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Rejected by the Recipient
If you reject the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Unclaimed
If you are not able to receive your order at the address, the shipments may be available for pick up at your local post office or carrier pick up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).