Delivery
When will I get my order? Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
- [Covid-19] When will I get my order?
Our fulfilment times may be longer than usual and may continue to increase until things get back to normal. We’re seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.
Where will my order ship from? We work with fulfilment partners with facilities worldwide.
My order should be here by now, but I still don’t have it. What should I do? Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at customer@prints1.com with your order number.
Returns
Worldwide:
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
In case you entered a wrong address, we do not provide refunds. Shipping costs are also non-refundable.
Claims deemed to an error on our part are covered at our expense.
Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable). Shipping costs are non-refundable.
Damaged or Wrong Products – If you received a misprinted/damaged/defective or wrong product contact us within 14 days after receiving the package. Please contact us at customer@prints1.com with photos of wrong/damaged items and we’ll exchange your product asap.
Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. To complete your return, we require a receipt or proof of purchase.
Return Address – Please send your purchase back to the address indicated on the shipping package. If the address indicated on the shipping package isn’t used as the return address, you would become liable for any returned shipments you receive. When returning you will support the full shipping cost.
Prints1 does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
Can I exchange an item for a different size/color? – At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at customer@prints1.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Notification for EU consumers:
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may be applied within 14 days from receiving the product(s)
AND
not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalised;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons, this includes face masks,
therefore Prints1 reserves rights to refuse these returns at its sole discretion.
Notification for Brazil consumers: We do not accept buyers remorse returns.
The return address is by default based on where your package was fulfilled:
- Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility. Its address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
- Packages sent out from our facility in Canada are returned to: 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.
- Packages sent out from our Latvian facilities are automatically returned to Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.
- Packages sent out from our Spanish facility are automatically returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
- Packages fulfilled by our partner facilities in Australia are returned to: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders).
- Packages fulfilled by our partner facility in Japan are returned to: 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.
- Packages fulfilled by our partner facilities in Brazil are returned to: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil (apparel orders & mugs); R. João Ferreira de Camargo, 714 – Jardim Mutinga. CEP 06460-060. Barueri – SP, Brasil (non-apparel orders).
Te addresses listed above should only be used for returns, for other business mail se our contact page.
Refunds
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customer@prints1.com.
Sale items – Only regular priced items may be refunded. Sale items cannot be refunded.
To return your product, you must contact us before mailing your product to the address indicated on the shipping package. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Contact us at customer@prints1.com for questions related to refunds and returns or use the form below.
