FAQs
What if an order gets lost in the mail?
For packages lost in transit, all claims must be submitted no later than 4 weeks 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 that the shipping address was correct. It would also be good to double-check that you 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 you 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.
returned to sender, what now?
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 to determine how you 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 you, or had an incorrect address originally provided.
How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.
What happens if a package wasn't delivered to my address , but the tracking states that it was?
If the package was marked as delivered by the carrier, but you reported you have yet to receive it, Printful 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 you are 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
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to hybridclothing2021@gmail.com
, then we'll gladly send a replacement at no cost to you.
Are there any countries you don't ship to because of Covid-19? (Updated March 26)
We don't currently ship to the following countries and territories: Angola, Brunei, Central African Republic, Chad, French Guiana, French Polynesia, Guadeloupe, Laos, Liberia, Martinique, Mauritius, Mongolia, Myanmar, Republic of the Congo, Reunion Island, Samoa, Seychelles, Sierra Leone, South Sudan, Tajikistan, Timor-Leste, Turkmenistan, Yemen.
This list is current as of March 26, 2021.
We recommend that you disable shipping to these countries on your platform. Our carriers will let us know when service will resume, or whether there are more disruptions.
In general, Printful also doesn't ship to Cuba, Iran, Crimea, Syria, and North Korea.
Can Printful deliver orders to a PO Box?
Typically only national postal operators (like the US Postal Service or Canada Post) are able to deliver orders to PO Boxes. Many of our products including framed posters and bulkier shipments are too large to be accepted by national postal operators, so we use commercial companies (like FedEx) to deliver these products that cannot deliver to PO Boxes. We suggest you use a physical address instead of a PO Box address to ensure smooth delivery.
What should I do if it’s past the estimated delivery time and I still haven’t received my order?
If your order’s estimated delivery time has passed and you still haven’t received it, here’s what you do:
- Wait a day or two. Shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, it’s not a guarantee.
- Get in touch with our customer support team. Let us know about your delayed shipment and we’ll check the latest delivery estimates to your location. We may ask you to wait a few more days to receive the order. Reach us by clicking the yellow speech bubble element in the bottom right corner or email us at hybridclothing2021@gmail.com
What is the estimated delivery time and how is it calculated?
Printful’s estimated delivery time (EDT) is our prediction of when an order could be delivered to you. The EDT is the sum of estimated fulfillment and shipping time. Think:
estimated fulfillment + estimated shipping = estimated delivery time
Our fulfillment time average is 2–5 business days for non-apparel products and 2–7 business days for apparel products. When we calculate the estimated fulfillment time, we take into account the current order volume and our capacity.
The estimated shipping time is calculated according to our historical shipping data for deliveries to your area or selling region.
The estimated delivery time is just an estimate, it’s not a guarantee. You can receive the order past the EDT for reasons, like:
- Issues with print/embroidery files
- Products being out of stock
- Shipping related delays like failed delivery attempts, service disruptions
That being said, we’ll work our hardest to meet our delivery estimates. If you’re ever in a situation where you haven’t received the order and it’s past its EDT, please allow a few more days. Get in touch with us (hybridclothing2021@gmail.com) , we’ll check your order status and let you know how to proceed.