How are returns handled differently when comparing quality concerns or customers changing their minds?
Any returns or problems that occur because of an error on our part will be handled at our expense.
If your customer would like to exchange or return a product without any defect or due to the wrong size being ordered, this would be handled at your expense by placing a new order.
If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 30 days.
How long do I have to submit a claim for a return or exchange?
Any claims for misprinted, damaged, or defective items must be submitted within 30 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.
What if the recipient's address was wrong?
If the recipient's address is wrong, then you are held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we'll contact you for an updated address.
If the package was not returned to the sender, then you would have to process a new order to replace the original.
My order shows it is being returned to the sender; what now?
There are a few reasons an order can be returned to the sender, but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused or returned by your end customer. You will receive notice once the order arrives back at our facility. We would advise contacting your end customer to determine how they would like to proceed and to contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer, or had an incorrect address originally provided.
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to support@printful.com, and we'll gladly send a replacement at no cost to you
What if an order gets lost in the mail?
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming with your customer that the shipping address is correct. It would also be good to double-check that your customer got in touch with the shipping carrier to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but your customer thinks they haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.
What happens if a package wasn't delivered to my customer, but the tracking states that it was?
If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Backpack Buffet won't cover the cost of reshipping or refunding the order.
There may be cases where the delivery was made but the package was left at an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."
If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers, but we hope to do so in the future!
How long do I have to submit a claim for a return or exchange?
Any claims for misprinted, damaged, or defective items must be submitted within 30 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.
How do I report a problem with my order?
You can report problems with an order through your Backpack Buffet dashboard.
Log into your Backpack Buffet account
Find order in your orders page - search using order number
Click on order to open order summary
Click "Report" to open problem report window
Write up your problem in detail and upload relevant photos where possible
Click "Report problem"
Be aware that Backpack Buffet may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.