Frequently Asked Questions
Orders & Purchases
Can I change or cancel my order?
Can I change or cancel my order?
Most Print Gear products are made to order and can move into production quickly. If you need to correct an address, size, color, or other order detail, email support@printgear.net as soon as possible with your order number.
We’ll do our best to help, but changes or cancellations can’t be guaranteed once production has started.
How can I track my order?
How can I track my order?
Once your order has finished production and ships, you’ll receive a shipping confirmation email with tracking information. You can also use the Track Order link in our Help menu to check the latest carrier updates.
What if there is a problem with my order?
What if there is a problem with my order?
Email support@printgear.net with your order number and a brief description of the problem. If the issue involves damage, a misprint, the wrong item, color, or size delivered, include a clear photo so we can resolve it faster.
What if part of my order is missing?
What if part of my order is missing?
First, check your shipping confirmation and tracking information to see whether your items have separate tracking numbers. If everything shows as delivered or you still have questions, email support@printgear.net with your order number and the item that’s missing.
Returns, Replacements & Exchanges
What’s the simple rule?
What’s the simple rule?
If we made a mistake or the product arrived defective, we make it right.
If the correct made-to-order product was delivered as ordered, it generally isn’t returnable.
What qualifies for a return, replacement, or refund?
What qualifies for a return, replacement, or refund?
Most Print Gear products are made to order, so we generally can’t accept change-of-mind returns once production has started.
We will make it right when there is a problem with the order itself, including:
- You received the wrong item.
- You received the wrong size or color from what you ordered.
- The item arrived damaged.
- There is a print defect or poor print quality.
- The item was lost in shipping.
Depending on the situation, we may issue a replacement, refund, or request that the item be returned.
What if there is a sizing issue?
What if there is a sizing issue?
If we sent the wrong size, that qualifies for a replacement.
If you ordered the wrong size, the item was made specifically for your order. Contact us at support@printgear.net and we’ll see what options are available. Depending on the product, that may include a discounted replacement or a one-time size exchange.
What does not qualify for a return?
What does not qualify for a return?
Generally, we can’t accept returns for:
- Changing your mind after the product has been made.
- Ordering the wrong size, color, or item yourself.
- Normal wear and tear.
- Damage caused by misuse, improper washing or care, or accidental damage.
- Orders sent to an incorrect address entered at checkout.
Will I need to send the item back?
Will I need to send the item back?
Most product issues can be resolved with photos and do not require you to ship the item back. If a return is needed, we’ll provide instructions and a prepaid return label.
Shipping & Tracking
When does shipping time begin?
When does shipping time begin?
Most Print Gear products are made fresh for you after your order is placed. Your order goes through production first. The shipping time shown at checkout begins after production is complete and your package has been handed to the carrier.
Production time + shipping time = total delivery time. Once your order ships, you’ll receive tracking information so you can follow it along the way.
How long does shipping take?
How long does shipping take?
The shipping estimate shown at checkout applies after production is complete and your order has been handed to the carrier. Production time can vary by product. Once your order ships, you’ll receive tracking information with the carrier’s estimated delivery timing.
When will I receive tracking information?
When will I receive tracking information?
You’ll receive tracking information once production is complete and your order has been handed to the carrier. That tracking link will show the carrier’s latest delivery updates.
If your order is still in production, tracking may not be available yet.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
Email support@printgear.net as soon as possible with your order number and the corrected address.
We’ll do our best to update it, but address changes can’t be guaranteed once the order has entered production or has been handed to the carrier.
What if my tracking stops updating or says delivered?
What if my tracking stops updating or says delivered?
Carrier tracking can occasionally pause between scans. If tracking hasn’t updated for several days, or the carrier marks your package delivered and you still don’t have it, email support@printgear.net with your order number and tracking number so we can help you investigate.