If you’re not satisfied with the quality of the products your customer received or if the order was lost or returned to sender, get in touch within 30 days of the estimated delivery date (or the date your customer received the item). We’ll do everything we can to investigate and find a solution.
You can read more about reporting problems with orders in the article How do I report a problem with my order?
If our quality assurance team validates your claim, we will be happy to send a complimentary replacement order to your customer as quickly as possible.
RefundWe'd much rather fix any problems and send a replacement order to ensure your customers are happy with their orders. If that's not possible or your customers can't wait for a new order to arrive, please indicate that when you reach out to us, and we'll give you a refund.
Color consistencyWe use the same print machines, paper types, and work processes as our print partners to minimize color variations. Having said that, printing is a chemical process, and 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result: machine type, machine settings, paper types, humidity in the room, and when the machine was last cleaned, just to mention a few examples. Color variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.
Defective or damaged productsIf you or your end customer receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products, or lack of quality of the delivered product not caused by lack of quality of the content you or your customer provided. Should you want to submit a new order, we will cover the costs of the new order.
Wrong AddressIf you or your end customer provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Rejected by the RecipientIf your customer rejects the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
UnclaimedIf your customer cannot receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick-up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).
Returned by CustomerWe currently do not support returns because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order.
Lost OrderIf you or your end customer didn't receive the order and we consider it lost, we will report the problem and arrange for a new order to be sent out.
For more policies, click on the below link.
https://www.gelato.com/legal/api-terms
CLICK UNIQUE STORE
If you still have any questions, you are welcome to contact Click-Unique-Store's customer service at: clickuniquestore@gmail.com
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REFUND POLICY - CUSTOMCAT
Do you handle returns?
We encourage you to add your valid US address to your shipping labels as the return address from within your CustomCat store settings. If you do not update this address, we will use the address of our production facility in the return address field coupled with your store name. We are unable to handle the returns process on our partners’ behalf, so if your orders are returned to our production facility, they will be donated.
If your customers wish to return their items, they will contact you as the store owner. It doesn’t happen often, but if a subpar item slips through our quality control checks & makes it to your customer, simply submit a support request & photos within your CustomCat app dashboard. We will send an immediate replacement. Your customer will never be asked to return any items to our facility.
What are your replacement & return policies?
We stand behind the quality of our products & guarantee our workmanship 100%. Any defects or errors on our part will result in a replacement at no charge. Simply submit a customer support request with a photo of the items in question & one of our representatives will issue an immediate replacement. Replacement orders are prioritized in our production facility in order to ship as quickly as possible. We typically do not offer returns, refunds, or replacements due to user errors such as incorrect selection of sizes, designs, colors, etc.
How can I request a replacement for an item in an order?
For any issues with past or existing orders, please submit a customer support request directly through the CustomCat platform. This allows us access to all relevant account & order information to help you most efficiently. When time is of the essence, this should be your go-to contact method.
You can also email our order-related support team for assistance at orders@customcat.com. Please include your store name, order number, photos of the product, & a description of the issue.
What happens if an order is returned to CustomCat (due to a refused package, undeliverable address, etc?)
We encourage sellers to enter their own Company & Return Address to be displayed on return labels as we do not handle returns on your behalf. This information is customizable within your CustomCat App within each store’s Settings. Please review your store settings to confirm the address you entered is what you would like printed on your shipping labels.
If an item is returned to CustomCat’s fulfillment center for any reason, it will be donated immediately. Because decorations & shipment of these orders have already occurred, no refunds will be issued for these items.
If you would like a returned order to be reprinted & reshipped, you will need to place a new order for the items in question.
CLICK UNIQUE STORE
If you still have any questions, you are welcome to contact Click-Unique-Store's customer service at: clickuniquestore@gmail.com
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RETURN POLICY - PRINTFUL
Last updated on June 3, 2022
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you or your customers notice an issue with the products or anything else on the order, please submit a problem report.
The return address is set by default to the Printful facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If Printful’s facility isn’t used as the return address, you would become liable for any returned shipments you receive.
Wrong Address - If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).
CLICK UNIQUE STORE
If you still have any questions, you are welcome to contact Click-Unique-Store's customer service at: clickuniquestore@gmail.com