Our Reprint and Refund Policy
If your printing or framing job is defective or has not met your requirements, please contact us. See below for more information. We guarantee that our printed products will not be defective. Our representative will be pleased to help address any issues.
If you believe your printing or framing job is defective or has not otherwise met your requirements, please follow these instructions:
Submit a ticket via contact form within 5 business days of receiving your order. We will require images of all affected products submitted with your name.
We will be under no obligation to provide a reprint or refund.
- If you do not contact us within this time frame, we will assume that your job was satisfactory upon receipt.
- Once you have contacted us, we will have 3 business days to determine if a reprint or refund is appropriate. It is not provided additional information to verify an inquiry within a reasonable time.
- After reprinting the same file
If we determine that a product is defective or has not met our obligations, we will initiate a reprint of the same file and will work to get it to you as quickly as possible. Our representative will generally contact you within 24-48 hours of us determining that a reprint or refund is appropriate in order to confirm the approved solution. If you do not make contact with our representative within 3 business days of their first attempt to contact you with the approved solution, we will assume that the issue has been otherwise resolved and no reprint or refund will be given.
Once the approved solution is agreed, you must return the entire original print order to us within 14 calendar days after the date the solution is approved. If you do not return it on time, you agree that the original order will be charged against your credit card on file with DPRO LAB USA. Return labels will be issued on a case-by-case basis, and you may be responsible for covering the cost of the return.
*Please note that we have our team that reviews each file submitted with an order. They will check your file to ensure you have the correct breed, resolution, color mode, and dimensions for your specific print job. If they see any issues that could impact on your print quality, they will reach out via email to alert you to changes you need to make to ensure your artwork file is set up correctly for printing. If the purchaser chooses to disregard the instructions provided by our team and proceed as is, the purchaser waives their right to a refund or reprint.
*Our team does not review files for creative aesthetics or grammar.