At Print Your Cause, we strive for perfection in every order. However, we understand that mistakes can happen. When they do, we take responsibility and make it right for you and your customer.
We will replace any product deemed defective, damaged, or incorrect due to printing, production, or manufacturing errors per our replacement policy
Some common support issues we see are:
Production Issues
- Pretreat boxes
- Heat press boxes
- Burns
- Direct-to-film (DTF) or Screen Print Transfer (SPT) defects
- Color bleed and thin white prints
Manufacturing Issues
- Sizing or fit issues
- Damaged goods
Shipping and Tracking Issues
- Missing packages marked as delivered
- Stalled or missing international tracking updates
Read on to learn more about these issues and what we can do to help.
Production Issues
Pretreat Boxes
The issue: As a part of the direct-to-garment (DTG) process, products are sprayed with a solution called "pretreat" to ensure the ink adheres to the fabric. The product is then dried in an oven before printing takes places. Occasionally, the pretreat does not fully dry or absorb in to the fabric, which leaves a visible box of discoloration on the product and/or a sticky residue.
The fix: Pretreat is water soluble and should wash out after a normal washing cycle. If the problem persists, please reach out to us with images of the affected items so our support team can investigate further.
Heat Press Boxes
The issue: As part of the production process, products a pressed with a heat press to remove wrinkles before decoration takes place. During this process, the product may experience a noticeable box where the edges of the heat press came in contact with the garment. Occasionally, some products retain this box until fully cooled or washed.
The fix: Heat press boxes usually disappear after a normal washing cycle. If the issue persists, reach out to us with pictures of the affected items so our support team can investigate further.
Burns
The issue: As part of the production process, products a pressed with a heat press to remove wrinkles before decoration takes place. Occasionally, products will become burned during this process, which leaves a visible box of discoloration on the product.
The fix: Burn boxes often look simliar to pretreat boxes. To determine the cause of the discoloration, wash and dry your garment. If the issue persists, reach out to us with pictures of the affected items so our support team can investigate further.
Direct-to-film (DTF) or Screen Print Transfer (SPT) Defects
The issue: Both direct-to-film (DTF) and screen print transfers (SPT) require specific heat and pressure setting to ensure proper curing and adhesion of the print to the product. Occasionally, these prints do not cure properly. While the prints look great before leaving our facility, the prints end up cracking, falling off, or failing shortly after wear.
The fix: Reach out to us with pictures of the affected items. This issue is production error and is covered by our replacement policy.
Color Bleed and Thin White Prints
The issue: Direct-to-garment (DTG) printing works just like your typical house printer. Your product is inserted into the machine and then ink is deposited onto the product.
Large shapes printed with solid color will create a heavy deposit of ink that may absorb unevenly into the fabric or bleed into nearby objects. This issue can cause low quality prints.
For large sections of white prints, the color of the garment may be visibile through the white print causing the white print to become tinted.
The fix: Reach out to us with pictures of the affected items. We will update the design instructions to include a pause between printing the underbase and subsequent colors for color bleed issues. We will update the design instructions to a include an extra layer of white ink for thin white prints.
As this issue does not fall under our replacement policy, we will reach out to the store's owner to coordinate a replacement or refund on their behalf.
Manufacturing Issues
Sizing and Fit Issues
The issue: Shopping online can be difficult. We try to make it easier by providing size charts for apparel. Occasionally, manufacturing defects can cause sizing issues.
The fix: Follow the steps in our Measuring Guide article to check your products measurements against the provided size chart. If your product's measurements do not match the size chart, reach out to us with pictures of the affected items so our support team can investigate further.
Damaged Goods
The issue: Occasionally, some products may have manufacturing defects such as holes, tears, stains, etc.
The fix: Reach out to us with pictures of the affected items. This issue is manufacturing error and is covered by our replacement policy.
Shipping and Tracking Issues
Missing packages marked as delivered
The issue: The tracking information for your order shows the package as having been delivered but you do not have possesion of the package.
The fix: We recommend allowing one or two days for the package to arrive before reaching out. If your package has still not arrived after a couple of days, submit a claim through the shipping carrier.
Stalled or missing international tracking updates
The issue: Tracking updates for your international order have stopped after the package has left the United States.
The fix: Our shipping partner for international orders does not provide in-country tracking information for economy tier orders. For economy orders, the last update provided is the "depart" event from the United States.
It's important to note that shipping time for international orders will vary by country and customes clearance may lead to delays.
