Reprint & Refund Policy

1. What we reprint or refund

Report it from the order page within 30 days of delivery (or of the expected delivery date, for packages that never arrived) with photos, and we will reprint the affected pieces at no charge or refund them — your choice in most cases.

• Print or embroidery defects. Cracked, faded, smeared, misaligned, off-color or incomplete decoration that does not match the approved mockup.
• Wrong item. Wrong blank, color, size or design shipped.
• Damaged in transit. Torn, stained or wet on arrival — a photo of the packaging helps.
• Missing pieces. Fewer pieces than the order says, or a package that never arrived (see the Shipping & Production Policy for when a package counts as lost).
• Our delay. If we miss the ship date we promised and the new date we gave you, standard shipping on that order is refunded.

2. What isn't covered

Every piece is made to order, so correct pieces cannot be returned, exchanged or refunded. In particular we do not reprint or refund for:

• Mistakes in your file. Typos, wrong colors, low-resolution or cropped artwork, wrong print-zone placement — especially artwork the studio flagged under 150 DPI before you placed the order.
• Change of mind. Your customer ordered the wrong size, no longer wants the item or wants a different design.
• Normal variance. Slight differences in blank shade between dye lots, color differences between screens and fabric, and measurements within ±½″ of the size chart.
• Care damage. Prints washed hot, tumble-dried high, ironed directly, bleached or dry-cleaned.
• Address errors. Packages lost or returned because the address you or your store gave us was wrong or incomplete.
• Delays outside our control. Carrier delays, customs holds and weather, once the package has left our floor.
• Plan fees and AI generations. Monthly plan fees are not refunded for partial months, and AI generations that were produced are used, whether or not you print them.

3. How fast

• One business day to answer any report — a person on the floor looks at the photos.
• Reprints go to the front of the line and ship within 2–3 business days, blind, under your brand, with your neck label and add-ons.
• Refunds land in your wallet the same day we approve them and are applied before your card on your next orders. If you would rather have the money back on your original payment method, say so in the report and we refund the card within 5–10 business days, depending on your bank.

4. How to report a problem

Open the order in your workspace → Report a problem with this order → choose what happened, how many pieces are affected, add photos (the defect up close and the whole piece, in daylight, flat on a table) and send. You get an email when we have looked, and every answer is logged on the order. One report can be open per order at a time; reports outside the 30-day window can be sent to sales@nycfactoryinc.com with the order number and we look at them by hand.

For size or color disputes, include the neck label and a tape measure in the photo. Samples are covered exactly like any other order.

5. Your customers

You are the seller to your customers, so their returns and refunds follow your own store policy. When a problem is our fault, report it as above and we cover the reprint or the refund to you, so you can make it right with your customer at no cost. We do not contact your customers directly, and reprints ship blind under your brand like every order.

6. Chargebacks

Please contact us before disputing a charge with your bank — every problem is resolved faster here. A chargeback filed on a valid charge may lead us to pause the account until it is resolved.