How can I report an issue with my order?

If you’re experiencing any issues with your order or shipment, including missing or delayed deliveries, or if you need to report a problem with a received product, follow the steps below to get assistance from our Support Team.

To report an issue with your order

1. Log in to your Printful account and go to the Orders tab.
2. Find the specific order and click to view its details.
3. Click Submit issue for the affected product.
4. Choose either Request refund or Request reprint, depending on your preferred solution.
5. Choose the issue type and provide a brief description of the problem.
6. If required, upload up to 5 photos or videos of the product. Accepted image formats include JPEG, JPG, and PNG (up to 15 MB each), and one video in MOV or MP4 format (up to 250 MB).

Once you submit your request, you can track its status and resolution directly on the order details page. The request will progress through the following stages:

• Pending: Your request has been received.
• In progress: Our team is actively working on your request.
• Resolved: The outcome of your request will be displayed.

Each stage will be prominently displayed in the banner on the order page, ensuring you are informed of the progress at every step:

If our team needs additional information, a Go to request button will be displayed, allowing you to open the related conversation.

Here are the types of photos we need, depending on the issue:

• Print placement issues: Lay the product flat and take a photo where the entire product is visible, clearly showing the print placement. It’s helpful to include a measuring tool (like a ruler or measuring tape) in the photo to show the placement of the print relative to the width or height of the product.
• Print quality issues: Take a well-lit photo of the affected area, ensuring the print details are clearly visible.
• Damaged products (e.g., mugs, frames) or product defects (e.g., holes, stains): Include a photo of the damaged or defective part along with at least part of the product’s design to help us identify the item.
• Orders with multiple identical products in different sizes: Make sure the photo shows the size tags along with the affected products.
• Incorrect product received: Include a photo of the product along with the packing slip visible in the same image.
• Size discrepancies:
  • If the size tag shows a different size than what was ordered, please submit a photo of the product with the size tag visible.
  • If the size tag shows the correct size but the product dimensions are off, include photos of the product with a measuring tool, following the measuring guidelines in the Size guide section found on the product page in our Product catalog.