Refund & Return Policy
Last updated: 11/19/2024
At Sam’s Prints, we strive to provide high-quality products and a seamless shopping experience. Please review our refund and return policy to understand the steps for resolving any issues with your order.
Eligibility for Reprints or Refunds
We offer reprints or refunds in the following cases:
- Incorrect or Faulty Product: If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery to report the issue.
- Lost Packages: If your package is lost during transit and the delivery address provided was correct, we will investigate and, if appropriate, provide a free reprint.
To report an issue, please contact us at contact@sams-prints.com and include:
- Required evidence based on the issue (see details below).
- Confirmation of the correct delivery address.
We will do everything possible to resolve the issue and provide the best solution.
Evidence Required for Specific Issues
| Issue | Required Evidence |
|---|---|
| An issue with the quality of the print | A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame. |
| An issue with the print placement | A clear photo of the received product laid on a flat surface where the incorrect placement is shown with a ruler/measuring tape. For DTG, DTF, and AOP products, there is a tolerance of 0.5″ for print placement. |
| Print in the wrong area | A clear photo of the product you received, folded in a way that clearly displays both sides. |
| Wrong product | A photo of the product that was received, with the size tag clearly visible as well. |
| An issue with the product | A clear photo of the received product where the design, issue, and/or size tag are clearly visible in a single frame. |
| A product sizing issue (manufacturer’s defect) | A clear photo of the received product being measured according to the measurements provided in the catalog’s size chart. Both the print and the measurement should be clearly visible, and the garment should be laid on a flat surface. The tolerance is +/- 1” for most adult garments (with some exceptions) and +/- 0.5” for baby clothing. |
| An issue with an electronic device (manufacturer’s defect) | A video or photo where the issue is clearly visible or shown, and demonstrates the troubleshooting steps being performed. |
| Delivery-related product damage | A photo or video of the received product, where the package, the printed design, and the issue are clearly visible. |
| Reprinted item has the same issue as the original item | A photo or video of both the original and reprinted item in the same frame where the issue is clearly visible. |
Cases Not Eligible for Reprints or Refunds
- Incorrect Address: If the shipping address provided was incorrect or incomplete, the order will not qualify for a free reprint or refund.
- Preference Changes: We cannot accept returns or issue refunds for reasons such as a change of mind or requests for a different size or color.
- Design Quality Issues: Reprints will not be offered for prints affected by low-quality design uploads.
- Minor Size or Placement Variations: Products with minor size deviations (less than 1 inch) or print placement differences (within a tolerance of 0.5 inches) are not considered defective.
Steps for Lost Packages
- Verify the Address: Ensure the delivery address provided during checkout was accurate.
- Contact Local Post Office: Packages are sometimes held at the local post office for pickup.
- Reach Out to Us: If these steps do not resolve the issue, contact us to investigate further.
Return of Orders
As all products are printed on demand, returns or exchanges are not supported. If an order is returned to the print provider due to an incorrect or incomplete address, you may choose between:
- A reprint with an additional charge, or
- A partial refund.
To proceed, please email us at contact@sams-prints.com.
Additional Information
- Faint Odor: Direct-to-garment (DTG) printing may result in a slight odor, which will disappear after the first wash.
- Refunds: Refunds are issued to the original payment method.
If you have further questions, please contact us at contact@sams-prints.com.