At PumpThreadz, your satisfaction is our priority. We understand that issues may arise with your order sometimes. Below is our policy regarding refunds and returns, which is aligned with our production partner, Printify.
1. Damaged or Defective Items
If you receive a product that is damaged or has a manufacturing error, please contact us within 30 days of product delivery. We will arrange for a free reprint or a full refund. To expedite the process, please provide a clear photo showing the issue.
2. Incorrect or Incomplete Address
If an order is returned due to an incorrect or incomplete address provided at checkout, you can choose to have the order reshipped at your expense or receive a partial refund. Please ensure all shipping details are accurate to avoid such issues.
3. Order Cancellations
Once an order is placed, it is immediately sent into production and cannot be modified or cancelled. Please review your order details carefully before confirming your purchase.
4. Reporting an Issue
To report any issues with your order, please follow these steps:
- Log in to your PumpThreadz account and navigate to the Orders section.
- Select the specific order and click on “Submit Issue.”
- Choose either “Request Refund” or “Request Reprint,” depending on your preference.
- Provide a brief description of the problem and upload up to 5 photos or a video illustrating the issue.
Once submitted, you can track the status of your request directly on the order details page.
5. Refund Process
Refunds are issued to your PumpThreadz account balance. You can withdraw this amount back to the original payment method. Please note that if your billing currency is not in United States Dollars (USD), the refund will be returned directly to the original payment source.
6. Non-Returnable Items
As all products are unique and produced to order, returns and exchanges are not supported if you ordered the wrong size, color, or simply changed your mind. Please refer to our sizing charts and product descriptions to ensure you select the correct items.
7. Lost Packages
If your package has not been delivered within 30 calendar days (for domestic US or regional EU orders) or 45 calendar days (for international orders), please contact us within one week to be eligible for a reprint or refund.
8. Additional Information
- For Direct-to-Garment (DTG) products, there is a tolerance of 0.5 inches for print placement; minor variations are not considered defects.
- A faint odour is natural in the DTG printing process and will disappear after the first wash.
By placing an order with PumpThreadz, you agree to this Refund and Returns Policy. For any questions or concerns, please contact our support team at support@pumpthreadz.com.