How do I report a problem with my order?
You can report problems with an order through your Printer-Me 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 Printer-Me 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.
Where are returns sent?
The return address of your store is by default Printer-Me, and is 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 Latvian facility are automatically returned to Lidostas parks, Marupes novads, Latvia LV-2167.
- 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.
Once the return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we'll decide what the next steps should be. Check out our return policy for more info.
You can also set your own return address if it's in the US and not a PO box. Please note that if you set your own return address, then you will be responsible for your own returns.
To change your return address, go to our Contact Us Page.
N.B. It's not possible to use your own address for DHL shipments. All orders sent through DHL get returned to our facilities.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 4 weeks 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 was correct. It would also be good to double check that your customer got in touch with their local post office 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.
You can policy check out our return for up-to-date details about reshipments.
My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address.
Other instances include the package being unclaimed at customs or refused/returned by your end customer.
You will receive notice once the order arrives back to our facility.
We would advise contacting your end customer to determine how they would like to proceed and 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?
For all kinds of damaged or defective products, contact our customer care to compensate you accordingly.
How are returns handled differently when comparing quality concerns or customers changing their minds?
If the return is due to any fault on our side, we will handle the return at our expense. However, if you return the product without any responsibility, you have to pay for the reshipment.
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 a wrong size being ordered 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 4 weeks.
How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.
What if the recipient's address was wrong?
If the recipient's address was 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 sender, then you would have to process a new order to replace the original.
What happens if a package wasn't delivered to me, 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, Printer-Me 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 in 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 hope to do so in the future!
