Returns & Trade Guarantee
Quality Issues Resolved Before They Reach Your Client.
Our Guarantee
Priority Trade Reprint
Production defects reprinted with priority scheduling and free expedited shipping. Fastest resolution for active client orders.
Account Credit
Instant credit to your trade account. Applied immediately, usable on any product.
Shipping Damage Replacement
Report within 48 hours. Full replacement produced and shipped at no cost.
Partial Reprint
For orders with partial defects, we reprint only the affected quantity — no waste, no delay on the good portion.
Our Commitment to Trade Partners
Your client relationship is built on the quality of the products you deliver. A quality issue on our end is not just a production defect — it is a threat to your business relationship with a paying client. We take that seriously.
Our trade guarantee is designed to resolve quality issues fast enough that your client never experiences the impact. When we identify or you report a defect, we prioritize the reprint and ship the replacement on an expedited timeline. The goal is correction before consequence.
What Is Covered
Production defects: smudging, streaking, misregistration, color deviation beyond industry tolerance, coating defects, and any visible flaw attributable to our printing or finishing process.
Material errors: incorrect paper stock, wrong coating applied, wrong size produced — any deviation from the ordered specification.
Quantity shortages: if the delivered count is short, we produce and ship the balance at no charge.
Shipping damage: if prints are damaged during carrier transit, we replace the affected quantity with priority production and free shipping. Report shipping damage within 48 hours and retain the packaging.
Color deviation: if printed output deviates from the approved proof beyond standard commercial tolerance (typically plus or minus 10 percent density variation), the order qualifies for reprinting.
What Is Not Covered
Printed products are custom-produced from the file you submit and the proof you approve. Errors in the supplied artwork — typos, incorrect information, design mistakes — are not production defects and are not eligible for free reprinting.
Minor color variation between the digital proof and the printed piece is inherent in commercial printing. CMYK process printing on paper will not match an RGB screen display exactly. The approved proof is the color reference standard.
Orders reported more than 30 days after delivery, change-of-mind requests, and deliveries to incorrect addresses provided at checkout are not covered.
If your client's complaint is based on a subjective aesthetic preference rather than a measurable defect, we will work with you to find a solution, but the standard guarantee does not apply.
Reporting Process
Report quality issues through your broker dashboard or by emailing your order number, a description of the defect, and clear photographs to our trade support team. We review claims within one business day.
For issues that affect an active client delivery, flag the report as urgent. Urgent claims are reviewed within four hours during business hours, and reprints enter production immediately upon approval.
We maintain a quality log for every broker account. If patterns emerge — recurring file issues, stock preferences that need adjustment, coating challenges on specific products — we proactively flag them to help you prevent future issues.
Resolution Options
Approved claims are resolved through one of three options — your choice:
Priority reprint with free expedited shipping. Trade reprints are flagged for front-of-queue production and typically ship within 2 business days. For blind drop orders, the replacement ships directly to your client under your white-label branding.
Account credit applied immediately to your trade account. Use it on any future order.
Refund to your original payment method, processed within 5 to 7 business days.
For large orders with partial defects (a portion of the run is affected), we can produce a partial reprint for just the defective quantity rather than reprinting the entire order.
Quality Issue on a Trade Order?
Report through your broker dashboard or email our trade support team. Claims reviewed within one business day.
Contact Trade Support