We guarantee that our printed products will not be defective in accordance with industry standards*. You may contact our Customer Service Department, and a Primoprint representative will be pleased to help address any general issues you may have with your print job.
If you believe your print job is defective or has not otherwise met your requirements, please follow these instructions:
Submit a ticket via the Quality Assurance form within seven (7) business days of receiving your order. We will require images of all affected products submitted with your QA ticket. If multiple items or sets are affected, we will require clear images of each. If you do not contact us within this time frame, we will assume that your job was satisfactory upon receipt and will be under no obligation to provide a refund or reprint.
Once you have contacted us, we will then have five (5) business days to determine if a reprint or refund is appropriate, or to advise you that more information is needed to process your inquiry. If we request additional information to verify an inquiry and it is not provided within a reasonable time, we will be under no obligation to provide a reprint or refund.
If we determine that a product is, in fact, defective or has not otherwise met our obligations, we will initiate a reprint of the print job and will work to get it to you as quickly as possible. If after a reprint we are unable to resolve the issue, we will then offer the issue of a refund of the original order price. We reserve the right to request samples of any allegedly defective merchandise prior to either of the above resolutions being agreed to.
A Quality Assurance 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 five (5) 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 then, unless we agree otherwise, you must return the entire original print order to us, at the address provided by our Quality Assurance representative, within 15 calendar days after the date the solution is approved. If you do not return it within this time frame, you agree that the original order will be charged against your credit card on file with Primoprint. 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 a File Processing team that reviews each file submitted with an order. They will check your file to ensure you have the correct bleed, resolution, color mode, and dimensions for your specific print job. If they see any issues that could impact 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 print.
If the purchaser chooses to disregard the instructions provided by the File Processing team and proceed as is, the purchaser waives their right to a refund or reprint. Please note that our File Uploader is not a substitute for the File Processing Team.
*Our File Processing team does not review files for creative aesthetics or copy/grammar.
The forgoing is Primoprint's sole responsibility with respect to a defective order. To the maximum extent permitted by law, Primoprint is not responsible for any indirect, incidental, special, consequential or exemplary damages, including, but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses (even if Primoprint has been advised of the possibility of such damages), resulting from the order. The following are some guidelines and examples of issues that do not constitute grounds for a refund or a return or reprint of a product:
An order that is refused at the time of delivery or undeliverable orders. (We will reship the product at the customer's expense if requested).
The product is lost, delayed, or returned to Primoprint due to an error made by the customer in submitting the proper shipping address. (For a product that is later found or that is returned to us we will reship the package with a corrected address and charge an additional shipping fee for the shipment).
A product that is delayed in production and/or shipping as a result of the customer providing inaccurate information.
A product that incurs a higher shipping charge as a result of the customer providing inaccurate information.
A product that is delayed in production and/or shipping as a result of shipping company delays, acts of God, weather conditions, environmental or dangerous goods incidents, perils of the air, public enemies, public authorities acting with actual or apparent authority, acts or omissions of customs officials, authority of law, quarantine, riots, strikes, work stoppages or slowdowns, or other labor disputes or disturbances, civil commotions or hazards incident to a state of war, local or national disruptions in ground or air transportation networks or systems due to events beyond our control, disruption or failure of communication and information systems, disruption or failure of utilities, international customs issues, and any other circumstances that are beyond our direct control.
A product that has experienced a color shift during the conversion to CMYK format, for example as a result of having been submitted by the customer in RGB or PMS Pantone colors. Please note; that Primoprint does not guarantee color matching and does not provide resolutions for jobs that have varying degrees of ink density. Primoprint is under no obligation to make the exact density percentage known to our clients. However, when it comes down to actually reviewing print outcomes, we use ±7% as a guide in all instances of color shift, and this percentage is in line with other CMYK, gang-run printers.
There can be a shift of up to 1/16” in any direction during trimming, making us unable to guarantee exact margins. For envelopes, the shift tolerance is 1/8" due to the extensive bindery process. A shift may occur with any print project and may cause the margins to appear uneven. This tolerance is in line with other CMYK, gang-run printers.
Errors that are contained in the uploaded customer file, e.g., misspelling, graphics, bleeds, grammar, damaged fonts, punctuation, wrong cuts, incorrect or missing folds, die lines, crop marks, transparency, overprint, and finished product size. Primoprint does not make any changes to customer files.
A product that experiences print or images that are fuzzy, pixilated, or otherwise distorted as a result of the customer providing artwork that is not at a minimum of 300 DPI at 1:1 ratio (or 100%) and/or in CMYK mode.
An inability to print or write on the product, unless the product description states otherwise. A typical UV-coated product cannot be printed or written upon. Silk Laminated and Matte finished products may or may not accept printing or writing. We recommend that you order a sample from us and test it using the printer/ink you will use before placing a final order. Primoprint is not responsible for an inability to print or write on a product unless the product specifically states that it is suitable for this purpose.
Orders that are duplicated as a result of customer error.
Orders that are canceled after the order has entered into production (or any process thereafter). Once an order is sent into production we cannot make changes to the artwork files.
Orders that contain dated materials that arrive after the relevant date or with insufficient time to use the material as intended. It is a customer’s responsibility to allow sufficient time when placing an order for time-sensitive materials. Please note; EDDM Target Inbox Dates are a target and are not guaranteed. USPS reserves the right to deliver mailings within a one-week+ range and is dependent on their supply chain abilities. Once Primoprint has relinquished the mailers to USPS, we no longer control the supply chain or have visibility over your mailer.
A customer’s violation of any of the terms and conditions governing the use of Primoprint’s website and/or ordering of product.
Viruses, worms, trojan horses, and other forms of harmful or malicious code that are not detected or removed using Primoprint’s standard virus/malicious code detection procedures.
Loss, corruption of, or damage to your personal information, Customer Content, order history, or related information that is stored by Primoprint.
Our failure to notify you of any delay, loss, or damage in connection with your printed products or shipment or any inaccuracy in such notice.
The release of an order by the shipper without obtaining a signature.
For questions regarding our Reprint / Refund Policy contact customer support.
Please note; that Primoprint provision of advice, assistance, or guidance either on this Website or via our Customer Service representatives does not constitute an acceptance of responsibility or liability for any problems that may arise in connection with any print order or services provided.
We reserve the right to update and revise this Returns/Refund/Reprint Policy without prior notice to reflect changes in our policies, services, and/or in response to our customers' feedback. When we do make changes to this Policy, we will revise the "last updated" date. Please make sure that you review it frequently as any time you place an order with Primoprint the current Returns/Refund/Reprint Policy will apply.