Refund and Returns Policy

Overview

Printing City produces custom-decorated and personalized goods, including apparel, drinkware, cutting and charcuterie boards, laser-engraved products, and promotional items. Every order is manufactured to the specifications you submit and cannot be restocked, resold, or reused.

This is standard practice throughout the custom decoration industry and is consistent with the exemption for custom-made and personalized goods recognized under applicable consumer protection law.

We do stand behind our workmanship. If we made a production error or your item arrives with a genuine manufacturing defect, we will make it right under the terms described below.

By placing an order with Printing City, you acknowledge that you have read, understood, and agreed to this policy.

1. Customized and Personalized Items Are Non-Returnable

The following are final sale and are not eligible for return, exchange, refund, or cancellation once production has begun:

• Any garment or apparel item that has been printed, embroidered, heat-pressed, sublimated, vinyl-applied, or otherwise decorated
• Any item that has been laser engraved, etched, cut, or burned
• Any product bearing a name, initials, date, logo, monogram, photograph, or other personalization
• Cutting boards, charcuterie boards, tumblers, drinkware, signage, and similar goods once decorated
• Promotional products produced against a customer-approved proof
• Custom quantities, custom sizing runs, and made-to-order color combinations
• Digital files, artwork, design services, digitizing fees, setup fees, rush fees, and shipping charges
• Gift cards
• Items purchased on sale, clearance, closeout, or marked “final sale”

Reason for return is not a factor. Change of mind, ordering the wrong size, ordering the wrong quantity, a recipient not liking the item, an event being cancelled or postponed, a typographical error you approved, or no longer needing the product are not grounds for a refund, credit, or exchange.

2. Your Responsibility: Proof and Order Approval

You are solely responsible for the accuracy of everything you submit to us and everything you approve.

Before submitting your order or approving a digital proof, please carefully verify:

• Spelling, grammar, punctuation, and capitalization of all names, dates, phrases, and text
• Numbers, dates, phone numbers, addresses, and URLs
• Sizes and size breakdowns — consult the size chart on the product page, as sizing varies by brand and style
• Colors, garment styles, and product selections
• Quantities
• Artwork placement, orientation, and dimensions
• Your shipping address, including apartment, suite, and unit numbers

Printing City is not responsible for any error contained in the approved proof or in the information you provided, including our own transcription of information you supplied, if that error appeared in a proof you approved. Reprints of orders produced correctly per your approval are available at full price.

If you do not request a proof, or if you fail to respond to a proof request within the timeframe stated in our communication, we may proceed to production using the information as submitted, at your risk.

3. What We Do Cover: Our Error or a Manufacturing Defect

If we made the mistake, we will fix it — quickly and at no cost to you.

You may be eligible for a remedy if:

• The item you received does not match the specifications of your approved proof or order confirmation (wrong text, wrong artwork, wrong color, wrong product, wrong size, wrong quantity shipped)
• The decoration is materially defective — for example, print cracking or peeling on arrival, embroidery unraveling on arrival, or an engraving that is illegible or misaligned beyond normal tolerance
• The blank product itself arrives with a material manufacturing flaw such as a hole, tear, open seam, or significant staining not caused by shipping or use

Reporting window

You must notify us in writing at info@printing.city within five (5) business days of the delivery date shown by the carrier. Claims submitted after this window will not be honored.

Your claim must include:

1. Your order number
2. A written description of the issue
3. Clear photographs showing the defect, the full item, and the shipping label or packaging
4. Photographs of the full quantity affected, if the claim covers multiple pieces

Do not wash, wear, alter, distribute, resell, or discard the items before your claim is resolved. Doing so voids the claim.

Our remedy

If we verify the claim, Printing City will, at our sole discretion, do one of the following:

• Reprint or remake the affected item(s) and ship them to you at no charge
• Replace the affected item(s) with a comparable substitute
• Issue a partial or full refund or store credit for the affected item(s)

We may request that defective items be returned to us before a remedy is issued. If so, we will provide a prepaid return label and a Return Authorization number. Items returned without prior authorization will be refused and no refund will be issued.

4. What Is Not Considered a Defect

The following are inherent characteristics of custom manufacturing and are not defects or grounds for a refund, reprint, or credit:

• Color variation. Colors displayed on your monitor, phone, or in a digital proof will not exactly match printed or engraved output. Screen color is not a contract proof. Ink, thread, vinyl, and substrate colors may vary between batches and between products.
• Wood and natural material variation. Grain, tone, knots, mineral streaks, density, and burn depth vary from board to board, and laser engraving results vary accordingly. This is expected in natural wood, leather, slate, and stone.
• Placement tolerance. Decoration placement is subject to a tolerance of approximately ±0.5 inch, and up to ±1 inch on garments that are cut and sewn irregularly. Slight variation between pieces in the same run is normal.
• Sizing. Garment sizing varies by brand, cut, and style. Ordering a size that does not fit is not a defect.
• Blank substitutions. If a specific garment brand, style, or color becomes unavailable, we reserve the right to substitute a comparable product of equal or greater value. We will attempt to notify you first where time permits.
• Small imperfections. Minor pressing marks, faint heat-press impressions, small thread pulls, minor lint or fiber inclusion, and slight texture variation in ink are normal.
• Damage from use, washing, or improper care. Machine drying on high heat, ironing directly on decoration, bleach, and commercial laundering will damage decoration and void any claim.
• Artwork quality. Low-resolution, pixelated, or poorly vectored files supplied by you will produce low-quality output. We may notify you of a file issue, but we are not obligated to do so and are not responsible for the result of printing files as supplied.
• Distressed, vintage, or specialty finishes intentionally requested or shown on the proof.

5. Order Changes and Cancellations

Requests to change or cancel an order must be submitted in writing to info@printing.city and are only honored if received before production has begun. Production may begin immediately after your order or proof approval is received.

• Before production begins: You may cancel for a full refund, less any design, setup, or digitizing fees already incurred.
• After production begins: Cancellation is not available. Blanks have been purchased, screens or files have been prepared, and machine time has been allocated. No refund will be issued.
• After shipment: No cancellation is possible.

Change requests received after production begins may be accommodated at our discretion and will be billed at full price as a new order.

6. Non-Decorated (Blank) Merchandise

If you purchase a stock item from us that has not been decorated, personalized, or altered in any way, you may request a return within thirty (30) days of delivery, subject to all of the following:

• The item must be unused, unworn, unwashed, and free of odors, stains, pet hair, and smoke
• The item must be in its original packaging with all tags attached
• You must have a receipt or proof of purchase
• You must obtain a Return Authorization number from us before shipping anything back
• A 20% restocking fee applies
• Return shipping is at your expense and is non-refundable; original shipping charges are non-refundable

Items returned in used condition, without authorization, or outside the 30-day window will be refused or returned to you at your expense, and no refund will be issued.

Do not send any product back to the manufacturer.

7. Customer-Supplied Goods

If you supply your own garments or products for us to decorate:

• You accept full risk of loss or damage. Decoration involves heat, pressure, adhesives, needles, chemicals, and lasers, and some materials react unpredictably.
• Printing City is not liable for the cost, replacement, or repair of customer-supplied items that are damaged, misprinted, mis-sewn, scorched, or lost, regardless of cause.
• We do not refund decoration charges on customer-supplied items spoiled during production, except where spoilage exceeds industry-standard rates and is clearly attributable to our negligence.
• We recommend supplying 5–10% overage to cover normal spoilage.
• Items must be delivered clean, new, unwashed, and clearly counted and labeled. We are not responsible for count discrepancies in goods we did not supply.

8. Quantity Tolerance on Bulk Orders

For bulk and wholesale orders, industry-standard production tolerance applies. Printing City may deliver and invoice within 5% over or under the quantity ordered on runs of 50 pieces or more. Underages are billed at the delivered quantity; overages may be included at no charge or invoiced at our discretion. Delivery within this tolerance constitutes complete fulfillment of the order.

9. Shipping, Delivery, and Carrier Issues

• Shipping and handling charges are non-refundable under all circumstances.
• Turnaround times posted on our site are estimates, not guarantees. Turnaround begins after proof approval and cleared payment, and excludes weekends, holidays, and shipping transit time.
• Title and risk of loss pass to you when the carrier accepts the package.
• Printing City is not responsible for carrier delays, weather delays, misrouting, lost packages, stolen packages, or packages marked delivered but not received, or for missed deadlines, events, or occasions caused by carrier delay.
• Damage in transit: Report to us within five (5) business days with photographs of the item, the box, and the label. We will assist you in filing a carrier claim. Any remedy is limited to the outcome of that claim.
• Incorrect address: If you provide an incomplete or incorrect shipping address, you are responsible for reshipment costs. Packages returned to us as undeliverable will be reshipped at your expense after the corrected address and postage are paid.
• Rush and expedited shipping fees are non-refundable, including when the carrier fails to meet its own service commitment.

10. Unclaimed and Abandoned Orders

Completed orders held for local pickup or returned to us as undeliverable must be claimed within thirty (30) days of notification. After 30 days, the order is considered abandoned, ownership transfers to Printing City, the item may be disposed of or resold, and no refund or credit will be issued. Storage fees may apply.

11. Gifts

If an item was marked as a gift at checkout and shipped directly to you, any approved remedy will be issued as store credit in the value of the affected item.

If the item was not marked as a gift, or the purchaser had the order shipped to themselves, any approved remedy will be issued to the original purchaser using the original method of payment. The original purchaser will be notified.

12. Refund Processing

Where a refund is approved under this policy:

1. We will notify you by email of the approval or denial of your claim.
2. Approved refunds are issued to the original method of payment only. We do not issue refunds by cash, check, or to a different card or account.
3. Please allow 5–10 business days for the refund to be processed on our end, plus additional time for your bank or card issuer to post the credit. Posting times are controlled by your financial institution, not by Printing City.

If you have not received an approved refund:

• Check your bank or card account again, including pending transactions.
• Contact your credit card company — posting can take several business days.
• Contact your bank — there is often a processing delay before a refund appears.
• If you have done all of the above and still do not see the credit, contact us at info@printing.city with your order number.

13. Chargebacks

If you have a concern with your order, contact us first at info@printing.city. We will work with you in good faith.

Filing a chargeback or payment dispute for an order that was produced according to your approved specifications constitutes a breach of this agreement. Printing City will contest all such disputes with the payment processor and will submit your order record, approved proof, delivery confirmation, and this policy as evidence. You agree to be responsible for any chargeback fees, collection costs, and reasonable attorney’s fees we incur in defending a dispute resolved in our favor. Accounts with fraudulent chargebacks may be refused future service.

14. Artwork, Intellectual Property, and Indemnification

By submitting artwork, logos, images, text, names, or designs to Printing City, you represent and warrant that you own all rights to that content or hold valid written authorization to reproduce it on merchandise.

Printing City does not verify ownership of submitted content. You agree to indemnify, defend, and hold harmless Printing City, its owners, employees, and agents from any and all claims, demands, damages, liabilities, costs, and expenses, including reasonable attorney’s fees, arising out of or related to the reproduction of content you submitted, including claims of copyright infringement, trademark infringement, right of publicity, or defamation.

We reserve the right to refuse or cancel any order, at any time and for any reason, including orders we believe may infringe third-party rights or that contain content we consider offensive. Where we cancel for this reason before production, we will refund amounts paid for the cancelled items.

15. Limitation of Liability

To the maximum extent permitted by law, Printing City’s total aggregate liability arising out of or related to any order — whether in contract, warranty, tort, strict liability, or otherwise — shall not exceed the amount actually paid by you for the specific item(s) giving rise to the claim.

Printing City shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including lost profits, lost revenue, lost business opportunity, cost of substitute goods, event or deadline losses, or reputational harm, even if advised of the possibility of such damages.

Except as expressly stated in this policy, all products are provided “as is” and Printing City disclaims all other warranties, express or implied, including any implied warranty of merchantability or fitness for a particular purpose.

Printing City is not liable for delays or failures in performance caused by circumstances beyond our reasonable control, including equipment failure, supplier or blank shortages, material backorders, labor disruption, utility or internet outage, fire, flood, severe weather, epidemic, government action, or carrier disruption.

16. Right to Refuse Service

Printing City reserves the right to refuse, limit, or cancel any order at any time, including after payment has been accepted in whole or in part. Where we cancel an order before production, we will refund the amount paid for the cancelled items. This refund is your sole and exclusive remedy for such a cancellation.

17. Governing Law

This policy is governed by the laws of the State of Missouri, without regard to conflict-of-law principles. Any dispute arising under this policy shall be brought exclusively in the state or federal courts located in Christian County, Missouri, and you consent to the jurisdiction and venue of those courts.

Nothing in this policy is intended to waive any right you may have under applicable law that cannot lawfully be waived. If any provision of this policy is found unenforceable, the remaining provisions remain in full force and effect.

18. Changes to This Policy

We reserve the right to modify this Refund and Returns Policy at any time. Changes take effect immediately upon posting to this page. The version in effect on the date your order is placed governs that order. Please review this page before each purchase.

This policy should be read together with our Shipping Policy, Payment Policy, Privacy Policy, and Terms of Service.