What happens if the tracking says its delivered, but the customer claims it isn't?
On orders that show delivered and the customers have not received, we have the customer check with everyone in their household as someone else might have brought it in. Sometimes we have heard of a package going to a neighbor mistakenly or being left at a different/side door. In our experience, usually the package is located.
Most orders are shipped via UPS Mail Innovations where UPS does the first part and then the final delivery is done by USPS so we also suggest having the customer contact their local post office and many times they can get in touch with the actual person who delivered it and see if they recall where they left it. They can also provide a GPS location to where the order was delivered. It’s best to do that soon after it’s marked as delivered.
Keep in mind that if tracking information states an order was delivered but your customer hasn't received it, we can’t take responsibility and reship that order. In that case, any replacements would have to be at your expense as the store owner.
What if I need to change the customer's address?
If the order is pending or in hold status in the teelaunch app you can update the shipping address on the order; If the orders is In Production you will need to contact us at email@example.com with the shipping name, order ID and the ...
How long do I have to submit a claim for a damaged or misprinted product?
If it is an issue on our end where we sent out the wrong product, wrong size, bad graphic just send us a picture of what the customer received for quality control purposes and we can offer a refund or replacement whichever the customer prefers. US ...
What if the product is damaged in the mail?
What if the product is damaged in the mail? Just send us a picture of what the customer received for quality control purposes and we can offer a refund or replacement whichever the customer prefers. US customers have up to 30 days after the shipped ...
What do I do if my package is lost?
The majority of US orders are shipped UPS MI where UPS does the first half then they hand the orders off to USPS for delivery. Since there is a hand-off between the two couriers we can sometimes seen delays between USPS receiving from UPS or them ...
Where are returns sent?
We never take any returns or exchanges on our end. If the customer is wanting to exchange for size, color or graphic that is something you the store owner would need to handle on your end as we print custom one offs and do not hold printed stock. We ...