Replacement Policy
Unfortunately, every once in a while an issue may occur with an order. We are all only human! If this is the case, we are happy to assist you in any way we can. If the problem occurred as a result of an error on our part, we are more than happy to replace your item if the sale date was within the last 30 days. Check out our handy list below to determine if you are eligible for a replacement.
Our Responsibility: Oops! Somewhere along the way we made a mistake. Not to worry though! If any of the following are the case, we will take care of it for you.
Faulty Product
If the product has a hole, stains, or manufacturing defect.
Placement Issue
If a print is clearly crooked or off-center (>1").
Incorrect Image
If we printed the wrong image.
Wrong Item Sent
If we send you the wrong garment, color or size.
Your Responsibility: Oops! Somewhere along the way either you or your customer made a mistake. If any of these are the case, its up to you to sort things out.
Ordered Wrong Size
Customer ordered wrong size or it did not fit to their satisfaction
Artwork Issue
Low quality print as a result of not following image requirements. (i.e. incorrect print size, resolution (DPI), color profile, or invisible pixels.)
Incorrectly Provided Address
If you or your customer made an error in the address. Packages returned to us can be shipped again at the cost of the re-shipment.
Incorrect Image
You selected the wrong image to be printed.
Replacement Request Instructions
If you believe an error has occurred due to a mistake on our part, first of all please accept our sincerest apologies! Your satisfaction and the satisfaction of your customers is of the highest importance to us! We are happy to replace any items that we missed the mark on.
Please follow these instructions for an exchange:
1. Take a photo of the problem - If the problem is print size, please use a ruler.
2. Send an email with the subject line "Order # "YourOrderNumber" Replacement Request" to support@printaura.com.
3. Please include the following:
- The photo(s)
- A specific description of the issue
- The Order Number
- If there are multiple products in an order, identifying the product with the issue
Our support team will respond within 1-2 business days.
Order Change / Cancellation Policy
So, you need to cancel or update an order. What happens? Since we are a print on demand service, we place our material orders on a daily basis. If you need to cancel and order, one of three things may happen:
Before Processing
If you are able to cancel your order before it beings processing, we can cancel the order free of charge.
While Processing
If you cancel the order, or wish to update/ change the order after it begins processing, we have to charge a 30% restocking fee.
After Printing
If you attempt to cancel the order after it has already been printed, we are unable to cancel the order. However, if it has not shipped we can update the address to ship the order elsewhere.