Free design proof on every custom order: no templates, no stock SKUs
Custom print cannot be restocked and resold, so it does not work like returning a shirt. What it does have is a straightforward rule: if the job does not match the proof you approved, that is on us.
Everything we make is manufactured to one customer's specification. A box with your logo on it has no value to anyone else, so there is no shelf for it to go back onto. That is why custom printed work is not returnable for a change of mind, here or anywhere else in the trade.
What replaces a returns window is the proof. You see the job before it is printed and nothing goes to press until you sign off, which is the point where mistakes are cheap to fix.
We put it right, at our cost, when the job does not match what you approved. That covers:
In those cases we reprint the job. If a reprint cannot reach you in time to be useful, we refund it instead. You will not be asked to pay twice for our mistake, and we do not ask you to ship faulty work back at your own expense.
Being straight about this is fairer than leaving it vague.
Approving a proof is the moment responsibility for the content passes across. That is precisely why we make the proof free and never skip it.
Email [email protected] or call (877) 335-8734. Include your order number and photographs of the problem, since a photo usually settles it in one message rather than three.
Tell us within 10 business days of delivery, and hold on to the goods and the packaging until the claim is settled. Visible damage in transit is the exception and needs to move faster than that: tell us within 48 hours if you can, because carriers set their own deadlines and will refuse a late claim no matter how clear the photographs are. Keep the packaging either way, since that is what a carrier asks to see.
Claims are handled by 6861351 Canada Corporation, trading as Regalo Print, at 141 - Sage Valley Close, Calgary, AB T3R 0E3, Canada. Please do not ship anything back before we have asked you to, because on most claims we do not need the goods returned at all.
We will confirm what we are doing about it, and a reprint goes to the front of the schedule rather than joining the back of the queue.
Canceling before proof approval costs you nothing for production, because nothing has been produced. Design work already carried out may be billable, and we will say so up front.
After approval, materials are committed and the job is scheduled, so what is possible depends on how far along it is. Call as early as you can. The full position on this is on our terms and conditions page.
