Returns, Refunds, & Exchanges
If we made the mistake, we make it right: printing errors, damage, and wrong items get a free reprint or a full refund. Requests need to come in within 7 days of delivery, and custom printed items cannot be returned once they match your approved proof. Details below.
Frequently Asked Questions
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Returns, Refunds, & Exchanges
Our policies for returns, refunds, and order corrections.
What is your return policy?
Requests for returns or refunds must be submitted within 7 days of delivery. After 7 days, orders are considered final and non-refundable. Custom-printed items are non-returnable unless defective or incorrect.
Can I return custom-printed products?
Custom-printed items are non-returnable because they're personalized with your branding. However, if there's a printing error, quality defect, or our mistake, we'll reprint for free or issue a full refund.
What qualifies for a refund or reprint?
Eligible for refund/reprint: Printing errors, wrong colors, damaged items, incorrect products shipped, quality defects.
NOT eligible: Change of mind, incorrect files submitted by you, approved proofs that matched what you uploaded, normal color variations between screen and print.
NOT eligible: Change of mind, incorrect files submitted by you, approved proofs that matched what you uploaded, normal color variations between screen and print.
How do I request a refund or return?
Submit through your dashboard: Go to Support Center > New Request. Include your order number, description of the issue, and photos showing the problem. We'll review within 3-5 business days.
How long do refunds take to process?
Once approved, refunds are returned to your original payment method within 7-10 business days. Your bank may take an additional 3-5 days to post the credit to your account.
Can I get store credit instead of a refund?
Yes! If approved for a refund, you can choose store credit instead. It's applied immediately to your account and never expires. Perfect if you plan to reorder.
What if I received damaged items?
Take photos immediately! Contact us within 7 days with photos showing the damage. Don't discard the items - the carrier may need to inspect them. We'll reprint or refund at no cost to you.
Who pays for return shipping?
If it's our fault (defective, damaged, incorrect), we cover all return shipping costs. If it's customer error (wrong files uploaded, change of mind), returns aren't accepted.
Can I return blank promotional products?
Yes! Blank promotional items (pens, notebooks, bags without printing) can be returned within 30 days in original, unused condition. Custom-printed promo items are non-returnable.
What if the colors don't match my screen?
Normal color variation is expected between screens and printed products. This doesn't qualify for refund/reprint. Order a sample kit or physical proof if exact color matching is critical.
Can I exchange an item for a different product?
We don't offer direct exchanges. If you're approved for a refund or store credit, you can use it to place a new order for a different product.
What if I approved the proof but don't like the final product?
If you approved the proof and the final product matches what you approved, it's not eligible for refund. This is why we strongly recommend reviewing proofs carefully before approval.
Can I get a partial refund for incorrect quantity?
Yes! If you received fewer items than ordered, we'll either ship the missing items for free or issue a partial refund for the quantity shortage.
What if I uploaded the wrong file by mistake?
If you uploaded the wrong file and approved the proof showing that file, the order is not eligible for refund. Always double-check your files and proofs before approving!
Can I return digital products or services?
Digital products and services (websites, design files, hosting, marketing services) are non-refundable once delivered or activated, except if we fail to deliver the agreed-upon service.
What happens if I refuse the shipment?
If you refuse a shipment without a valid reason (defect, damage), you may be charged for shipping costs and a restocking fee. Contact us before refusing shipment.
Can I get a refund for rush production fees?
Rush fees are non-refundable once production begins. If we fail to meet the rush deadline, rush fees will be refunded automatically.
What if the product is defective but I threw away the packaging?
That's okay! We just need clear photos showing the defect. Packaging isn't required for defect claims, but the items themselves must be available for inspection if needed.
Can I return items after the 7-day window in special circumstances?
Exceptions are rare but possible. Contact us to explain your situation. We'll review on a case-by-case basis, especially for defects that weren't immediately visible.
Do you offer a satisfaction guarantee?
100% satisfaction guarantee! If there's a printing error, quality defect, or our mistake, we'll reprint it for free or issue a full refund. We stand behind our work.
What if I receive someone else's order?
Contact us immediately! We'll send your correct order ASAP (free expedited shipping) and arrange pickup of the incorrect order. You won't be charged for our error.
Can I return part of my order and keep the rest?
Yes! If only some items are defective or incorrect, you can return those items while keeping the good ones. We'll issue a partial refund or reprint just the problem items.
What documentation do I need to provide for a return?
Provide: 1) Order number, 2) Clear photos showing the issue, 3) Description of the problem. That's it! We keep the process simple.
Can I return items ordered through LiveDesign?
Same return policy applies! Since you approved designs in real-time during LiveDesign, returns are only accepted for printing errors or defects, not design changes.
What if I ordered the wrong quantity?
If you ordered the wrong quantity and we printed what you ordered, it's not eligible for return. Always double-check quantities before checkout!
Do you offer exchanges for different sizes (apparel)?
For custom-printed apparel, size exchanges aren't available. For blank apparel (no printing), exchanges are available within 30 days if unworn and in original condition.
Can I get a refund if I change my mind mid-production?
Once production starts, orders can't be refunded due to change of mind. Cancel before production begins for a full refund. Check order status in your dashboard.
What if the print quality is lower than expected?
If print quality doesn't meet our standards (blurry, faded, smudged), contact us with photos. We'll evaluate and either reprint or refund. Low-resolution files you uploaded won't qualify.
Can I return items purchased with a discount or promo code?
Yes! Refunds are issued for the actual amount paid after discounts. If you used a promo code, you'll be refunded the discounted price, not the original price.
What if I need a reprint but want to change the design?
If eligible for a reprint, we'll reprint the same design at no cost. If you want design changes, that's considered a new order and will be charged accordingly.
Do you have a money-back guarantee?
Yes, for defects and errors! If we make a mistake (printing error, quality defect, wrong item), you'll get a full refund or free reprint. Your satisfaction is guaranteed.
How do I track my refund status?
Check your dashboard under Support Center > My Requests. You'll see the status: Under Review, Approved, Refund Issued, etc. We'll email you at every status change.
Can I return items if my business closes?
Custom-printed items with your business branding can't be returned due to business closure. This falls under "change of circumstance," not a defect or error.
What's your final decision policy?
ZOOGABOOG! reserves the right to make the final determination on all refunds and returns. Our priority is protecting service integrity while ensuring fair treatment for clients. We're reasonable humans!
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