To ensure a fast and transparent resolution process, please provide all required information for each case below when submitting a support request (applicable to orders produced and fulfilled by Printway).
Shipping Issues – Standard Orders
1.1. Damaged / Defective / Scratched Items
Required Information
- Photo or video of the product, along with a photo of the shipping label (priority processing).
- If the recipient no longer has the package, a confirmation message stating that the label/box is no longer available.
Claim Window
- Within 7 days after the order is marked as delivered.
Note
- After 7 days, carriers (especially USPS) typically do not support inspection or claims due to expired verification timelines.
Resolution
- Resend a replacement or issue a 100% refund.
1.2. Broken Straw (Tumbler – Made in China)
Required Information
- Photo or video of the product, along with a photo of the shipping label.
- Confirmation message if the package is no longer available.
Claim Window
- Within 7 days after delivery.
Resolution
1.3. Shipped but Tracking Not Updated
Required Information
- Order name in the Printway system.
Processing Time Vietnam & US facilities:
- 10 business days after shipping (US domestic orders).
- 15 business days after shipping (International orders).
Other regions (CN / AU / UK / EU):
- AU/ UK/ EU: 5 business days after shipping (domestic orders).
- CN: 7 business days after shipping
Resolution
1.4. In Transit but Tracking Stopped Updating
Required Information
- Order name in the Printway system.
Processing Time Vietnam & US facilities:
- Q1 & Q3: 10 business days from last tracking update (US domestic).
- Q2 & Q4: 15 business days from last tracking update (US domestic).
- 15 business days (international orders).
Other regions (CN / AU / UK / EU):
7 business days from last tracking update (domestic orders).
Resolution
1.5.Marked “Delivered” but Delivered to Wrong Address
Required Information
- Order name in the Printway system.
Claim Window
- Within 7-10 days after delivery.
Resolution
- Address verification will be conducted.
- If carrier misdelivery is confirmed: Resend or 100% refund.
1.6. Marked “Delivered” but Not Received
Required Information
- Order name in the Printway system.
Claim Window
- Within 7 days after delivery.
Customer Verification Steps
- Check mailbox or delivery area.
- Ask neighbors or household members.
- Contact the local post office using tracking information
- US: https://www.postallocations.com/ USPS hotline: 1-800-275-8777
- CA: https://find-open.ca/
- AU Post: 13 POST (13 7678) Sendle: 1300361000
- UK: Royal Mail 03457 740 740
After Verification
- If the package is still not found, additional information may be required for carrier investigation.
- Resolution
- After verification: Resend or 100% refund.
Product Issues
2.1. Incorrect Product (Design / Item / Size, etc.)
Required Information
- Photo or video of the product with shipping label.
- Confirmation if packaging is unavailable.
Claim Window
- Within 10 days after delivery.
Resolution
- If confirmed as Printway’s fault: Resend or 100% refund.
2.2. Color Discrepancy
Required Information
- Photo or video of the product with shipping label.
Claim Window
- Within 10 days after delivery.
Resolution
- Printed colors may vary 85–95% compared to the design file due to material, printing method, and lighting conditions.
- If the discrepancy is significant: Resend or 100% refund.
2.3. Poor Print Quality (Blurred / Faded / Pixelated)
Required Information
- Photo or video of the product with shipping label.
Claim Window
- Within 10 days after delivery.
Resolution
- Design file will be reviewed by the technical team:
- If the file meets standards but the print is defective: Resend or 100% refund.
- If the file does not meet quality standards:
- DTG prints may achieve only 85–90% quality due to technical limitations. Switching to DTF is recommended for better results.
- No support if the original design file is below standard.
2.4. Peeling Print
Required Information
- Photo or video of the product with shipping label.
Claim Window
- Within 10 days after delivery.
Resolution
2.5. Missing Items
Required Information
- Photo or video of the product with shipping label.
Claim Window
- Within 10 days after delivery.
Resolution
- Order will be reviewed (including possible split shipments):
- If underpacked : Resend or refund.
- If correctly packed : Additional verification may be required.
- If missing items are confirmed : Resend or partial refund.
2.6. Missing Accessories
(e.g., hooks, straps, included parts, etc.)
Required Information
- Photo or video of the product with shipping label.
Claim Window
- Within 10 days after delivery.
Resolution
- Partial refund (20-50% depending on the case) or resend missing accessories.
Private Label Shipping Policy
3.1. Incorrect Design / Size / Product Type
Required Information
- Photo or video of the product with private label.
Claim Window
- Within 10 days after delivery.
Resolution
- For confirmed issues (wrong design, color, or item): Refund 130% of the product base cost.
3.2. Shipped but Tracking Not Updated
Resolution
- Resend or refund 100% of base cost if tracking exceeds:
- Made in Vietnam: 10–12 business days after shipping.
- Made in US: 7 business days after shipping.
3.3. Unsupported Shipping Issues
The following cases are currently not supported, as Printway is responsible for production only and not shipping:
- Damaged items during transit
- Lost orders or tracking issues due to incorrect address provided by the customer
- Marked “Delivered” but not received
- Delivered to wrong address
- Tracking stopped updating during transit
Cancellations
Orders may be canceled only if they have not yet entered the production stage. If you wish to cancel an order, please contact our customer support team as soon as possible at [email protected] or Printway's chat box, and include your order number and cancellation request.
Once an order has entered production, Printway will check the current status to determine whether the item has already been printed. If printing has been completed, the order cannot be canceled.
Please note:
The production process begins shortly after the Order Approval Time ends.
We will do our best to accommodate any change or cancellation request prior to the production stage, but cannot guarantee it once production has started.
Our cancellation and refund policy is valid for 7 calendar days from the date of purchase. If more than 7 days have passed, we regret that we cannot offer a refund or exchange.
FBA Shipping Issues
Non-Delivery: Refunds or claims will be processed in accordance with the carrier’s terms and conditions (e.g., UPS, DHL, FedEx). For sea shipments, compensation will be based on the declared invoice value. Please refer to the shipping companies' policy documents via the link below:
Damaged in Transit: If the product is damaged during delivery via a third-party logistics service, Printway will assess the issue on a case-by-case basis and offer a resolution aligned with the shipping provider’s compensation policies.
General Notes
Requests submitted after the specified timeframes may not be eligible for support.
Printway reserves the right to request additional information for verification before making a final decision.
