Frequently Asked Question
Design
There’s 2 ways to do this:
- If you already have a high resolution design, simply pick any product that you like and use the Personalized Design option to upload your file
- You can message our Design Lab to create a custom design for you
Perfect. Just message our Design Lab with details of the design and the product you wish to have it printed. We will get back to you once the product is ready for purchase.
We provide 2 type of custom print service, namely; Ink Print and Embroidery
There are some types of direct-to-garment printing designs that can come out different than expected. That’s because for designs to be visible on all non-white items, we use a white underbase—a mix of white color and the color you added in your design.
Our Design Maker now shows your designs as close to the real outcome as possible. When you add your design, in some cases the visual may look different than you expected. But it now limits the differences between how you see the design on screen and in real life.
We made these updates to our Design Maker so you know how your design will look when printed and there won’t be any unexpected surprises for you and your customers.
What is the white underbase and why do we use it?
When printing on colorful or dark garments, a white underbase is used. The underbase is a mix of your intended color and white. The underbase cancels out the dark or bright-colored garment, making the print color stand out.
Unlimited color embroidery is a new feature that allows you to embroider multi-color, gradient, or simple designs with no color limitations. It uses only white, recycled polyester thread that’s colored during the embroidery process, reducing thread waste and eliminating wastewater.
What are the costs of unlimited color embroidery designs?
- All unlimited color embroidery designs cost an additional $3.50 (€3.25) per product, as the process is more exclusive and complex than standard embroidery.
What are the limitations to this feature?
- Currently, unlimited color embroidery is only available for the Unisex Staple T-Shirt | Bella + Canvas 3001 and the Classic Dad Hat | Yupoong 6245CM, but we plan to add more products in the future.
- Unlimited color embroidery orders are fulfilled in our Latvian and US fulfilment centers, and worldwide shipping is available.
DTG products
For DTG products, we use Kornit Water-based and NeoPigment inks that are Oeko-Tex™ certified, which means they are safe to print on children’s clothing and reduce environmental waste. These inks provide a high washing colorfast AATCC rating of 4.
Sublimation products
We use Mimaki Dye Sublimation Ink Sb411 and Sawgrass SubliJet HD ink for sublimation products. Both of these inks are Oeko-Tex™ certified. For some sublimation products, we also use MYSUBLI-E Sublimation Transfer Ink.
Phone cases
We use Mimaki UV Inkjet Ink Lus 120 ink for phone cases. This ink is GREENGUARD Gold certified, which means the ink meets the gold certification for building materials, finishes, and furnishings.
Posters
For posters, we use Epson UltraChrome GS3 ink. This ink is also GREENGUARD Gold certified.
Other non-apparel products
For mugs, we use Sawgrass SubliJet HD ink. For selected non-apparel products, stickers, and canvas, we use EPSON SC80610/80600 ink.
Shipping
Estimated delivery time (EDT) is our delivery time prediction. We follow a simple equation to calculate EDT:
estimated fulfillment + estimated shipping = estimated delivery time
Our average order fulfillment takes 2–5 business days for all production techniques.
We consider the current order volume and our fulfillment capacity when calculating our estimated fulfillment time. Similarly, we calculate estimated shipping time according to our historical shipping data for deliveries to your area or selling region.
But the estimated delivery time is just an estimate, not a guarantee. Here are some of the reasons why an order might arrive past its EDT:
- Issues with print or embroidery files
- Products being out of stock
- Shipping related delays like failed delivery attempts, service disruptions, or harsh weather conditions
Nonetheless, we work hard to meet our delivery estimates with each order.
If you’re ever in a situation where the EDT has passed, please wait a bit longer. Then, once 5 business days have passed, get in touch with us via email or chat, and we’ll take a look.
We don’t ship to some countries because of legal restrictions or shipping carrier limitations.
The list of restricted countries may change depending on world events, but for now, we don’t ship to the following destinations:
- Crimea, Luhansk, and Donetsk regions in Ukraine
- Russia
- Belarus
- Ecuador
- Cuba
- Iran
- Syria
- North Korea
The list of countries where our shipping carriers don’t offer international shipping may change.
Some of our products come individually packaged to protect their shape and provide extra durability. Here are the products we may ship separately:
- snapback hats, trucker hats, dad hats/baseball caps, and visors
- backpacks
- mugs
- postcards and stickers
- pillows with stuffing
- posters
- framed posters
- canvas
- bean bag cases
- water bottles
- notebooks
- blankets
In some cases, we may fulfill products from the same order in different facilities, which means they’ll be shipped separately.
Apparel
Apparel products are generally packaged in post-consumer recycled (PCR) polymer mailers. If there’s more than one product, after putting each item in its own separate transparent polymer bag, we then place them all together in a PCR polymer mailer.
PCR plastics are made from items people recycle every day, like plastic bags and bottles. Most of our PCR plastics are made from shopping bags and wrapping films.
The amount of PCR in the packaging differs for each fulfillment location, but it’s at least 50% for the outside (white or grey) poly mailer bags and at least 30% for the inside (clear) bags used in multi-item shipments.
As of May 2022, we’re starting to gradually switch to 90%–100% PCR plastic packaging for apparel products in our in-house facilities all over North America.
For all DTG apparel orders fulfilled in Australia, we use compostable eco mailers. These mailers have the supplier’s name and composting instructions on them.
Apparel orders in the Japanese partner facility are packaged in plastic mailers.
Hats
Structured and unstructured hats are packaged in corrugated cardboard boxes. Beanies are packed in post-consumer recycled (PCR) polymer mailers just like other apparel items.
Accessories
In our in-house facilities, we use kraft mailers to pack phone cases. Our partners in Japan use a mix of plastic bags and padded paper envelopes to package phone cases.
Sublimated products like socks are packaged in polymer mailers.
Home & living
Most sublimated items go in post-consumer recycled (PCR) polymer mailers. Mugs, water bottles, tumblers, and candles are packaged in cardboard boxes. To pack stickers, we use kraft envelopes or resealable plastic bags with stay-flat inserts, depending on the location. Similarly, we use kraft envelopes to package greeting cards and postcards.
Wall art
Canvases and framed posters also come in cardboard boxes ranging in dimensions from 12 × 18 × 2 to 28 × 38 × 6 in.
Framed posters are first wrapped in tissue paper to protect them from scratches and then wrapped in a layer of adhesive bubble wrap or a foam pouch.
Posters are shipped in triangular kraft boxes to ensure safe delivery and avoid using plastic caps. In several locations, we use stay-flat envelopes for posters in size 8 × 10 in. Orders fulfilled in Australia are packaged in cylinder cardboard tubes.
We know sustainable packaging is important to our customers, and we’re committed to finding the most sustainable solutions we can.
As of May 2021, we’ve started using packaging made of post-consumer recycled (PCR) plastics for all apparel orders shipped from our in-house facilities.
The share of recycled plastic per bag depends on each facility, but it’s at least 50% for the outside (white or grey) packaging and at least 30% for the inside (clear) bags that are used in multi-item shipments.
As of May 2022, we’re starting to gradually switch to 90%–100% PCR plastic packaging for apparel products in our in-house facilities all over North America.
PCR packaging protects the products just as well as the virgin plastic bags, and they look almost the same. However, choosing PCR plastic over virgin plastic is the right thing to do to minimize the environmental impact plastic has on our planet.
We’re continuously working on becoming more sustainable, and we’ll keep exploring greener packaging options in the future.
Returns
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.
- Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
- Packages sent out from our facility in Canada are returned to: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.
- Packages sent out from our Latvian facilities are automatically returned to Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.
- 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 sent out from our UK facility are automatically returned to Antar 2, 1 Headway Road, Wolverhampton, WV10 6PZ.
- 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, except for phone cases); 6 Axis Crescent, Dandenong South VIC 3175, Australia (phone cases).
- Packages fulfilled by our partner facilities in Japan are returned to: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101 Japan (apparel orders); Ibe 15, Kunogi, Nakanoto, Kashima, Ishikawa prefecture, Japan 929-1801 (non-apparel orders).
- Packages fulfilled by our partner facility in Brazil are returned to: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil.
Important Note:
- Above address should be used only for product returns. All other types of correspondence (notices, letters, etc.) sent to our address will be returned to the sender.
- Once a 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.
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 30 days.
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.
For packages lost in transit, all claims must be submitted no later than 30 days 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 the shipping carrier 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 check out our return policy for up-to-date details about reshipments.
If something arrives damaged, send a photo of the damaged goods to support@printful.com, then we’ll gladly send a replacement at no cost to you.
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.
If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, We 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!
Promotion
All items included on a particular product category will be on grand sale up to 45% Off.
Simply use the coupon code if not automatically applied during check out. Message us for any concerns
We will identify 4 products that will be included in the month long super sale that gives customer up to 35% Off.
Simply use the coupon code if not automatically applied during check out. Message us for any concerns
If you are corporate or ordering more than 10 items, we recommend that you message us directly so that we can provide you with a special coupon for special pricing
Gone are the days for expensive custom design service. You can reach out to our Design Lab for FREE custom design service