Custom-made products based on personal photos are not returnable or exchangeable. You do not need to return the package back to us. But If we sent you the wrong product or damaged products, we will reprint a new one or offer you a refund.
Please do not send your package back to the address on your package. That is not an effective return address and will cause your package to be lost. You will be responsible for the loss due to the wrong address. Contact customer support by email (email@example.com) and they will provide instructions to best help you.
If you are unhappy with the order you received or if you received a damaged product, please email firstname.lastname@example.org. Reports made to the Support team over the phone will not be accepted.
In your email, please include:
1) Name on the account
2) Order number
3) Name of your project or product
4) Describe the issue. Please include pictures of the product you received that demonstrates the issue.
-If your product is damaged, please take a picture to show the damage.
-Else, please take a picture to demonstrate the product issue to explain why you are unhappy with what you received.
Pictures are required in order for the support team to review and compare what was ordered and what was made. After review, we will be happy to work with you to determine on a resolution for a reprint.
- If your order was cancelled by yourself, the refund is processed automatically back to your original payment method at time of cancellation. Please allow 5-10 business days for bank processing before the refund transaction will appear in your bank account.
- If your case meets reprint conditions, but you don't want a reprint, we can give you a full or partial refund based on the degree of loss or damage.