We print every transfer in our own shop in Spring Hill, Florida, and we stand behind what leaves our building. If a transfer arrives with a print defect or fails to adhere when pressed to our stated settings, we will replace it at no cost to you.
Replacement is how we make things right. It gets you a usable transfer in hand, which is what you actually need to fill your order.
What the guarantee covers
We will replace any transfer affected by:
- Print defects, including banding, streaking, misregistration, missing or incomplete ink, and cracking in the printed film
- Adhesion or release failure when the transfer was pressed using the settings printed on your order's press card
- The wrong design, wrong size, or wrong quantity from our side
- Damage that occurred in transit
What the guarantee does not cover
- Artwork supplied below our published requirements. Raster files must be at least 300 DPI at final print size with a transparent background. Elements thinner than 0.02 inches may not transfer reliably.
- Spelling, layout, sizing or color choices in a file you supplied and approved. We print your file as submitted.
- Color differences between your screen and the printed result. Screens are backlit RGB and printed ink is not. We do not guarantee Pantone or exact brand color matching unless it was quoted in writing on your order.
- Pressing errors, including incorrect temperature, time or pressure, peeling outside the stated peel method, insufficient pre-press, or an uneven or worn heat platen.
- Fabric behavior outside our control, including dye migration on polyester and poly blends, and adhesion on waterproof, coated, textured or water-repellent fabrics. Test one piece before running a full job on any fabric you have not used with us before.
- Transfers stored in heat, humidity or direct sunlight after delivery.
- Garment damage or loss of product resulting from pressing.
- Results after laundering outside our stated care instructions.
How to file a claim
Inspect your transfers before you press them, and press one test piece before running the full job.
Email hello@weprintupress.com within 14 days of delivery with:
- Your order number
- A photo of the unpressed transfer, laid flat
- A photo of the pressed result on the garment
- The press settings you used: temperature, time, pressure and peel
- The garment brand and fabric content
Please do not press the remainder of the order until we reply. We respond to guarantee claims within one business day.
We may ask you to return or destroy the affected transfers before a replacement ships.
Claims submitted more than 14 days after delivery fall outside this guarantee.
How we make it right
- Replacement. This is our standard remedy. We reprint the affected transfers at no charge, ship them free, and move them to the front of our production queue.
- Store credit. If a replacement cannot help you in time, for example your event date has passed, we can issue store credit for the value of the affected transfers instead.
- Refund. Refunds to the original payment method are issued only with management approval. If you decline store credit, your claim is escalated to management for review, and we will give you a decision within two business days. Approved refunds post within 7 business days, though your bank or card issuer may take longer to display them.
Cancellations
Orders cancelled before printing begins are refunded less a 10% fee that covers payment processing and setup labor, or refunded as 100% store credit if you prefer. Once a transfer has been printed it cannot be cancelled, because it cannot be resold.
Questions
Email us at hello@weprintupress.com.
