Last Updated：February 14, 2023
Please submit a problem report if you or your customers notice any other problems with products or orders.
To ensure that your customers are satisfied with their order, we are willing to resolve any issues and send a replacement order. If this is not possible, or if your customer cannot wait for a new order to arrive, please let us know when you will contact us, and we will issue your refund.
Please contact us as soon as you accept any of the following situations.
The color does not match the preview
The printing machine we use is of high quality and has the best printing effect in China, as a result of our extensive testing. However, because printing is a chemical process, we cannot guarantee that the final product will be perfectly consistent with the preview. This is affected by a variety of factors, including your computer’s resolution; different computers display different effects. The type of machine and its settings will have an impact on the final presentation of the product.
If there is only a minor color difference that can be divided within an acceptable range, this is not covered by our quality assurance, unless your customized product is light gray and the product we made is dark gray. Or two completely different colors, such as red and blue.
- The fabric will influence the printing effect, such as using smooth fabrics and breathable/elastic fabrics to achieve different results. The print will be darker on smooth fabrics and lighter on breathable or stretch fabrics.
- The generator’s effect will be more colorful than the actual effect, primarily to facilitate merchant promotion. However, the actual effect will be similar.
Our clothing and footwear have a clear size and measurement method; please measure using our standard measurement method. If, after receiving the order, you or your end customer discovers that the product (clothing and footwear) is too large or too small. Please contact customer service as soon as possible. We will provide you with a satisfactory response.
Faulty or damaged product
If you or your end customer receives a defective or damaged order, such as a damaged product, an incorrect quantity, or a product of poor quality that is not attributable to you or your customer. We will cover the cost of a new order if you wish to submit one.
You must provide us with the following information:
- A description of the problem and details about how the order was packaged.
- And photographs of damaged order items and their packaging.
Incorrect recipient information
- The name of the recipient
- The phone number of the recipient
- Address of the recipient
If the carrier determines that the information provided by you or your end customer is insufficient, the shipment will be returned to the JetPrint fulfillment center or the location designated by the carrier. If you want to submit a new order with an updated address, you must pay the cost of the new order.
Tips: If you receive a call from the carrier or the local post office, please go to the designated location as soon as possible to pick up the order. If there is evidence that the carrier or local post office dialed the recipient’s phone and the recipient did not answer, resulting in the order being returned or lost, you will be responsible for the cost of the new order.
The recipient has chosen to refuse delivery
If your customer rejects the order while it is in transit, the order will be returned to the JetPrint fulfillment center and securely processed. If you want to submit a new order with an updated address, you must pay the cost of the new order.
If you or your customer are unable to receive their order at the specified address, it can be picked up at their nearest post office or carrier pickup location. Shipments that are unclaimed may be returned to JetPrint. In these cases, please place a new order and contact us so that we can report the problem and arrange a refund of the product price for the new order; however, shipping will be charged.
We will not resend the order if the customs requires the recipient to cooperate with customs clearance and other related work, and requires customs clearance within a certain period of time, and you or your recipient does not respond and the order is destroyed by the customs or returned to JetPrint. We will not resend the order.
We accept refunds and remakes if the product has serious quality issues. We do not accept returns if there are no quality issues with the product; all customized products are personalized products, and each product is customized. You must pay the new order fee if you wish to resubmit a new order.
The order was lost due to our error. Please contact us as soon as possible and we will reschedule and send a new order.
Tips: All refund fees are equal to the original purchase order cost, not the product price.