Quality Guarantee: What is your quality guarantee policy?
We offer 100% customer satisfaction guarantee.
If you are not happy with the product you received for any reason (except for situations outside our control such as incorrect text, misspelling, wrong address, etc.), kindly reach out to us within 14 days of delivery. We are committed to providing a resolution by offering a complimentary reprint or refund, depending on the situation. We may ask you to return the originals.
Please note: we use postal and specialist delivery companies which are responsible for getting your product to you on time. If they experience problems, we work closely with them to help communicate any delays.
For pixelated images where the warning was received and your placed order has the mention "Our quality and refund guarantee will not apply to this order", we will not be able to provide a solution since the warning was skipped or ignored.
Quality Guarantee: Can I return or exchange my item?
We currently do not support returns or product exchanges due to the fact that the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order, unless otherwise clearly covered by our 100% quality guarantee.
Quality Guarantee: Can you help me with a damaged product?
If you receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity, we will cover the costs of a replacement order.
Quality Guarantee: What happens if i did not like the product quality?
If you’re not satisfied with the quality of the products, get in touch within 14 days after receipt, and we’ll do everything we can to investigate and find a solution.
We use the same print machines, paper types and work processes at our print partners to minimize colour variations. Having said that, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the colour, consistency and final result: machine type, machine settings, paper types, humidity in the room, when the machine was last cleaned, just to mention a few examples. Colour variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.
We strongly advise our customers to proofread the text they are typing and the photos they are uploading to be of good quality, as Optimalprint does not proofread before printing, so the products printed with typos and pixelated/blurry photos are not covered by our quality guarantee. Should you want to submit a new order with an updated text/image, you will be liable for the costs of the new order.
Ordering: Can I order for another address?
Yes, but only 1 address can be used per order. We cannot split an order between two addresses. If you like to send an order to two or more addresses, a separate order has to be placed for each. You can do this easily without redesigning your products.
Any purchased designs are saved in your Order History. Click on Add to Basket and the order will be re-added to your basket. You can change the quantity and paper options also at this stage if you wish.
Ordering: What happens if there is no stock?
"Out of Stock" indicates that the item you're interested in purchasing is currently unavailable. This can be due to high demand, supply chain issues, or the item being phased out. While it's a temporary situation in many cases, for some products, it might mean they're not coming back.
We try to source all of our products from local partners, meaning that when working with specific colors or sizes that do not have high demand, these partners take a longer time to have them available again in stock.
You can always reach out to our customer service team to make some requests for colors/sizes so we can communicate this to our partners and improve the overall shopping experience!
Ordering: Where is my order?
Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information.
Your order may arrive in several shipments. You will receive a separate e-mail notification for each shipment.
If the carrier’s tracking link for your order is not showing activity or movement for more than 5 business days, please contact Customer Service to investigate.
Ordering: I think my package is lost, can you help?
We know carrier issues and delays can happen. We find that some carriers may scan a package as “Delivered” when it is still out for delivery and will sometimes physically deliver the parcel within the next four business days.
After 4 business days, if your order is showing as "Delivered” by the carrier, and you have still not located your package, and you have checked the area surrounding your delivery address please contact Customer Service for assistance.
Please note, that Optimalprint is not liable for missing packages marked delivered. If you believe this was mis-delivered, we recommend filing a claim with the carrier directly.
If the carrier’s tracking link for your order is not showing activity or movement for more than 5 business days, please contact Customer Service to investigate.
Ordering: I made a mistake, can I cancel my order?
We are usually unable to change or cancel an order after you've placed it.
It is possible that your order may be canceled during high-volume periods due to inventory selling out. If your order is canceled, all charges will be automatically refunded. We recommend trying to place your order again or signing up for our waitlist for the sold-out item.
To ensure your security, we take additional steps to verify the details of your order. If you receive a cancellation notification, please contact Customer Service for more information.
Ordering: Order Processing
Orders are processed pending item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.
Most orders placed Monday through Friday will be produced and shipped in 1-2 business days.
Orders placed on Friday or over the weekend, the order may start production on weekends, but the shipping is done in 1-2 business days.
Certain products may have longer processing times. These will be noted on the product and cart pages
Ordering: My payment did not go through?
If your payment attempt has been declined, please try the following steps:
- Confirm your debit or credit card type, cardholder name, card number, expiry date, CVC/security number (on the back of your card), and especially your billing address.
- Most issues occur when the information above is not exactly as registered with the credit card institution. Names, abbreviations, and different or old addresses cause the payment system to automatically decline payment.
- Contact your bank. Payment being declined may be due to multiple reasons, including daily withdrawal or purchase limits, risk checks performed by your bank which has caused the rejected payment attempt, etc.
If the above has not solved your issue, you can always contact us through our support channels (through email or a live chat agent) after our chatbot has tried to resolve it. You can access our Customer Services 24h/7d.
Contact Us:
Our customer service operate 24hrs a day.
We have a dedicated team on chats and emails, working on an asynchronous chat system, which means that you are free to message, leave, and return whenever it is convenient for you! Our email response time is usually within 24hrs, with the exception of moments of high demand.
We can help answer any questions about our products, shipping, returns, size guides, drop dates, or anything else on your mind!
E-MAIL US
You can always email us at [email protected] for any information and questions. We highly recommend you use our conversation widget, where you get notified by messages and also by email.
