Returns / Refund / Reprint Policy

  • Home
  • Returns / Refund / Reprint Policy

04/10/2024

At A-Plus Printing, we reserve the right to update and modify our Returns/Refund/Reprint Policy without prior notice, reflecting changes in our policies, services, or based on customer feedback. Any time you place an order with us, the current policy will apply, as indicated by the "last updated" date at the top of this document.

As we tailor every order to your specific file and precise requirements, we regret to inform you that no refunds can be issued once A-Plus Printing and Graphics receives your files and you request to cancel your order within 15 minutes. This policy applies when A-Plus Printing and Graphics has obtained your essential materials and initiated production, including digital files and payment processing, thereby commencing work on your project.

We assure you that our printed products meet industry standards and will not be defective. If you encounter any issues with your print job, our Customer Service Department is here to assist you. Simply reach out to us in writing via our online support system.

If you believe your print job is defective or fails to meet your requirements, please notify A-Plus Printing within 30 days of placing your order via our web ticketing system. Phone calls or emails will not be accepted as a method of notification. Failure to do so within this timeframe will be considered satisfaction with the received order, releasing us from any obligation to provide a refund or reprint. Upon notification, we will promptly assess whether a reprint or refund is appropriate, or if further information is needed to process your inquiry. If additional information is requested and not provided within a reasonable time, we reserve the right to decline a refund or reprint.

Should we determine that the product is defective or does not meet our obligations, we will offer one of the following resolutions:

  1. Reprinting the job with original production turnaround time.
  2. Full refunding the original order price.

Samples of allegedly defective merchandise may be requested before agreeing to any resolutions.

Once a reprint or refund is deemed appropriate, the quality control team will confirm the approved solution. Failure to respond within five (5) business days of the first attempt will be interpreted as resolution of the issue, with no reprint or refund provided. Upon agreement, you must return the entire original print order to us within 15 calendar days, as instructed by our quality control representative. Failure to do so within this timeframe authorizes us to charge the original order to your credit card on file.

Refunds will be processed within 5-6 business days upon receiving confirmation that you will opt for a refund in the same order. Reprinting will also begin within the same timeframe as the original order.

Please note that our responsibility regarding defective orders is limited to the above resolutions. To the fullest extent permitted by law, we disclaim responsibility for any indirect, incidental, special, consequential, or exemplary damages resulting from an order.

Certain issues do not warrant a refund, return, or reprint, including but not limited to:

  • Refusal of delivery or undeliverable orders: If a customer refuses delivery or if an order is undeliverable for any reason, we can arrange for the product to be reshipped, but the customer will be responsible for the associated shipping costs.
  • Lost, delayed, or returned products due to customer error in submitting the proper shipping address: If a product is lost, delayed, or returned to us because the customer provided an incorrect shipping address, we will attempt to locate or retrieve the product. Once found, we will reship it to the correct address, but an additional shipping fee will be charged to cover the cost.
  • Delays in production and/or shipping resulting from inaccurate information provided by the customer: If a customer provides inaccurate information that leads to delays in production or shipping, we may need to rectify the issue before proceeding with the order, which could cause delays.
  • Higher shipping charges incurred due to inaccurate information provided by the customer: Inaccurate shipping information provided by the customer may result in higher shipping charges than initially estimated. We will notify the customer of any additional charges before proceeding with the shipment.
  • Delays in production and/or shipping due to factors beyond our control, including but not limited to shipping company delays, acts of nature, and disruptions in transportation networks: Sometimes, unforeseen circumstances such as delays caused by shipping companies, natural disasters, or disruptions in transportation networks can affect the production or shipping of orders. In such cases, we will do our best to minimize delays and keep the customer informed of any changes to their order status.
  • Color shifts during the conversion to CMYK format caused by customer submission in RGB or PMS Pantone colors: When customers submit artwork in RGB or PMS Pantone colors, there may be slight color shifts during the conversion process to CMYK format. We advise customers to submit artwork in CMYK format to minimize color variations.
  • Errors in the uploaded customer file, such as misspellings, graphic issues, and incorrect specifications. Please note that we do not make changes to customer files: Customers are responsible for ensuring the accuracy of the files they upload for printing. We do not make changes to customer files, so it's essential for customers to review their files carefully before submission to avoid any errors in the final product.
  • Print or image distortion due to low-resolution artwork provided by the customer: Low-resolution artwork may result in fuzzy, pixelated, or distorted prints. We recommend that customers provide artwork at a minimum resolution of 300 DPI at a 1:1 ratio (or 100%) to ensure optimal print quality.
  • Products not matching exact color or ink density specifications, as we do not offer color matching services: While we strive to reproduce colors accurately at a Gracol 2013 standard, variations may occur due to differences in printing processes and materials. We do not offer color matching services, so slight variations in color or ink density may be present in the final product.
  • Inability to print or write on the product unless explicitly stated in the product description. We recommend ordering a sample for testing before placing a final order: Some products may not be suitable for printing or writing unless explicitly stated in the product description or through a custom quote. We recommend that customers order samples to test compatibility with their printing or writing needs before placing a final order to avoid any misunderstandings.
  • Duplicated orders resulting from customer error: If a customer accidentally duplicates an order, they should notify us immediately to avoid unnecessary production and shipping costs. Once an order enters production, it cannot be canceled or refunded.
  • Cancellation of orders after entering production: Orders cannot be canceled 15 min after they enter the production process. Customers are responsible for reviewing their orders carefully before submission to avoid any unwanted cancellations.
  • Orders containing dated materials arriving after the relevant date or with insufficient time for intended use. Customers are responsible for allowing sufficient time for time-sensitive materials: Customers should ensure that orders containing dated materials, such as event invitations or promotional materials, are placed with sufficient lead time to account for production and shipping delays. We are not responsible for orders that arrive after the relevant date or with insufficient time for their intended use.
  • Violation of terms and conditions governing the use of our website or ordering process: Customers are expected to comply with the terms and conditions outlined on our website when placing orders. Violations of these terms may result in the cancellation or rejection of orders.
  • While we employ standard procedures to detect and remove harmful or malicious code from files, we cannot guarantee that all threats will be detected. Customers should ensure that their files are free from any harmful or malicious code before uploading them for printing.
  • Loss, corruption, or damage to personal information stored by us: We take precautions to protect the personal information of our customers, but we cannot guarantee that data will be immune from loss, corruption, or damage. Customers should review our privacy policy for information on how we handle and protect personal data.
  • Failure to notify you of any delay, loss, or damage related to your printed products or shipment: While we strive to keep customers informed of any issues with their orders, there may be instances where notifications are delayed or not received. Customers should contact us if they have any concerns about the status of their orders.
  • Release of an order by the shipper without obtaining a signature: Shipments may be released by the carrier without obtaining a signature, depending on the shipping method and carrier policies you choose. Customers should contact us if they require additional delivery security measures.
  • When opting for the "Print as Is" selection or uploading orders via the “Quick Order” page: Customers assume full responsibility for verifying their files to ensure compliance with our internal standards regarding bleed, size, resolution, color mode, and crop marks. We highly recommend consulting our FAQ section for additional guidance or contacting us before placing an order through these pages. It's important to note that this method is intended for customers with large volumes who have their own internal procedures for file verification, aligning with our requirements.
  • When choosing our Preflight option within our Designer Studio: You assume the responsibility of verifying your bleed, safety area, borders, color mode, transparencies, and rotation. Upon approval, you accept full responsibility for the final product.

A-Plus Printing and Graphics constantly maintains materials inventory and staff and schedules time on all equipment for orders that have been placed to ensure our ability to produce them at any certain time. Orders that are not yet in production within 5 days of order already incur additional equipment, labor, and inventory costs for A-Plus Printing and Graphic. Orders not approved for print by the customer within 90 days of the order being placed will be non-refundable and will incur a fee of 12.5% of the original invoice total for each 30 day period thereafter until 100% of the original invoice total has been accrued in fees.

Each order made from A-Plus Printing and Graphics is a contract between you, as the customer making the order, and A-Plus Printing and Graphic. The fact that you have made an order on behalf of a third party does not absolve you of liability to A-Plus Printing and Graphic. As such, any decision by the third party not to accept the particular items printed or to cancel the order with you does not affect your liability to A-Plus Printing and Graphic.

We highly advise against resubmitting an order to production and requesting a refund, especially if it's time-sensitive. Issues with orders can stem from the original design, and resubmitting files may result in the same printing outcome as the initial order. Please note that we will not provide refunds or concessions for orders submitted without our consent.

Please understand that any advice or assistance provided by A-Plus Printing does not imply acceptance of responsibility or liability for problems arising from print orders or services provided.