- Custom print work is made to order and depends on the approved proof.
- You can cancel before approval or production starts, subject to work already performed.
- Approved or completed custom orders are generally non-refundable unless we made a production error.
- Report order problems within 5 business days after pickup or delivery.
This policy explains cancellations, reprints, refunds and billing issue handling.
01Custom-order nature
Most of our products are custom-made for a specific customer, file, size, material, quantity and deadline. Because custom work usually cannot be resold, refund and cancellation options depend on the stage of production.
02Before proof approval or production
You may request cancellation before proof approval, production scheduling or custom material ordering. If design, file repair, proofing, special ordering or administrative work has already been performed, we may deduct those costs from any refund or invoice you for the work completed.
03After approval or production
After you approve a proof, authorize production, or after production begins, the order is generally non-cancellable and non-refundable. Rush orders, specialty materials, outsourced finishes and personalized items may become non-cancellable sooner because materials and press time are reserved quickly.
04Production errors
If the finished order materially differs from the approved proof or agreed specifications because of our production error, notify us within 5 business days after pickup or delivery. We may ask for photos, samples or return of the affected items.
For verified production errors, our usual remedy is repair, replacement, reprint, account credit or refund for the affected portion of the order, at our reasonable discretion.
05Issues not covered
- Errors, typos or design choices present in an approved proof.
- Low-resolution, incorrect, incomplete or non-print-ready files supplied by the customer.
- Normal production tolerances for color, trim, folding, registration, material texture or finishing.
- Delays caused by late approvals, missing information, carrier delays, weather, supply shortages or events outside our control.
- Customer change of mind after proof approval or production.
06Billing questions and disputes
If you believe a charge is incorrect, contact us promptly so we can review the quote, invoice, proof, payment and production record. We may pause production or delivery while a billing issue is unresolved.
07How to request help
Include your quote or invoice number, order name, photos if relevant, and a short description of the issue.