If something arrives damaged, send a photo of the damaged goods to firstname.lastname@example.org, then we'll gladly send a replacement at no cost to you.
If you receive a delivery with a damaged item, please immediately use your smart phone to take images of the box and packing the item came in, and report the damages with images by emailing email@example.com within 24 hours of delivery. If images of damages are not provided we will be unable to process a refund. If special circumstances apply in which you are unable to provide images of the
What do I do if an item arrived damaged?
Here’s what we recommend you to do when communicating with customers about a damaged item:
- Request photos of the product and the packing slip (this is standard practice for ecommerce businesses).
- Once you have the photos, file a problem report in your Printful dashboard. The report should be filed no later than 4 weeks after the product has been received by your customer. We recommend always adding this to your store policies!
- mention a time frame that the customer has to contact you in case they receive a damaged item!
What if the product is damaged in the mail?
Once the return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we'll decide what the next steps should be. Check out our return policy for more info.
My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. You will receive notice once the order arrives back to our facility. We would advise contacting your end customer to determine how they would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer, or had an incorrect address originally provided.