100% Money-Back Guarantee
If your order arrives damaged, materially defective, or different from the approved proof or specifications, please contact us within 7 business days of delivery. We'll verify the issue and offer a free reprint or a full refund for the affected items.
What's Eligible
- Shipping damage such as crushed boxes, tubes, or creases—please include photos of both the packaging and the items.
- Print defects that differ from the proof you approved.
- Embroidery flaws such as loose threads, misaligned designs, or stitching errors that differ from your approved digitized file.
- Wrong items shipped (incorrect size, color, garment, or design).
- Packages lost in transit by the carrier (after the carrier's investigation window has closed). See our shipping policy for details.
What's Not Eligible
- Typos, low-resolution images, or layout issues that were present in customer-supplied artwork or proofs approved as-is.
- Color variation that falls within standard CMYK tolerance (see the Color & Tolerance section below).
- Wear, tear, or damage that occurred after delivery.
- Claims submitted more than 7 business days after delivery.
- Items returned to us without a prior Return Authorization (RA).
- Custom orders that match your approved proof but no longer fit your needs (preferences change after approval).
How to Request a Reprint or Refund
- Email us within 7 business days of delivery. Send your request to print@rapidssp.com.
- Include the essentials: your order number, a description of the issue, and clear photos of the product (and the packaging if there's shipping damage).
- Wait for review. Our team will review your claim within 1-2 business days and confirm next steps, including whether items need to be returned.
- Receive your resolution. If approved, we'll either start your reprint immediately or process your refund to the original payment method.
Reprint vs. Refund
For approved claims you can choose either option—whichever works best for your situation.
Free Reprint
We re-run the affected items with the same specs. Best when you still need the products and the original deadline allows time for a new production run. We cover all production and shipping costs.
Full Refund
We refund the affected items to your original payment method. Best when the deadline has passed, you've already sourced an alternative, or you no longer need the products. Store credit is also available if you prefer.
Timelines
- Claim review: 1-2 business days after we receive your email.
- Reprint production: matches our standard turnaround. See our turnaround time page for current production windows.
- Refund processing: 3-5 business days after approval. Funds appear back on your original payment method (your bank may take additional time to post).
- Return shipping: if a return is required for an approved claim, we cover the cost. We'll send you a prepaid label along with your Return Authorization number.
Cancellations & Changes
We can cancel or modify any order before it enters production at no charge. Once production has started, we generally can't accept cancellations because custom-printed items can't be resold.
Blank product cancellations
If you cancel an order that includes blank products that have already been ordered from our supplier (but printing hasn't started yet), a 25% restocking fee applies.
Changes to an order
Need to change a size, color, or quantity? Email us as quickly as possible at print@rapidssp.com. We'll confirm whether the change is still possible based on where your order is in production.
Color & Tolerance
Custom printing involves natural color variation between batches, ink lots, and substrates. Our standard tolerance is approximately ±10% in CMYK values, which is the industry norm for screen printing, DTG printing, and embroidery.
For brand-critical projects, we recommend submitting Pantone (PMS) color references and requesting a press proof before full production. See our color charts for thread and ink color references, and our artwork requirements for file specs.
Color shifts within standard tolerance aren't eligible for reprints or refunds, but if a color is clearly off-spec from the approved proof, that's a defect and falls under our guarantee above.
Contact Us
Need help with a return, refund, or order issue? We're here to make it right.
- Email: print@rapidssp.com
- Phone: (800) 735-4304
- Address: 2633 South Broadway, Los Angeles, CA 90007, USA
- Hours: Mon–Fri 8am–6pm, Sat 8am–3pm (PT)
You can also visit our Contact page for a quick contact form.
