At DTF Order, we strive to deliver high-quality products and services. However, due to the custom nature of our products, we have implemented the following return and refund policy:
- No Return, No Refund on Shipped Orders: Once your order has been shipped, we cannot offer a return or refund. This is because our products are customized and printed as per each specific order, rendering them unsuitable for resale.
- Damage or Defect Upon Arrival: Despite the above, if your order arrives damaged or defective, please contact our customer service immediately, providing a detailed description of the issue and photographic evidence. We will investigate the issue and, if approved, will offer a reprint of the affected products at no additional cost. Please note that any claims for damaged or defective products must be submitted within same day of receiving the order.
- Products ‘In Transit’: We cannot offer refunds or returns for products showing as ‘In Transit’ on the tracking information. If your order appears to be delayed, we recommend contacting the shipping provider with your tracking number to investigate the matter.
- Return Shipping: If your package arrives in a damaged state and you opted to insure it at checkout, the onus for the damage caused falls on the shipping carrier. Insurance provides a financial safety net to cover any losses or damage during transit. However, if you did not choose to insure your package, unfortunately, we cannot accept responsibility for any goods that may have been damaged during the shipping process. This is due to the fact that without insurance, we have no means to recover the cost of any losses. We always strongly recommend considering insurance to ensure the protection of your purchases.
- Refund Process: Approved refunds will be processed back to the original form of payment within 5-7 business days.
Please note that our policies are designed to ensure fairness and customer satisfaction. If you have any questions or concerns, feel free to reach out to our customer service team. We thank you for your understanding and appreciate your business.
In-Store Pickup and Online Orders - Return and Refund Policy
No Returns or Refunds:
Please be aware that we do not accept returns or offer refunds for orders placed online for in-store pickup or for those made directly in-store. Since our products are customized and printed according to your specific order, they cannot be resold.
Damaged or Defective Items:
We strive for your complete satisfaction. If you discover any damage or defects in your order at the time of pickup, please inform our customer service team or speak with one of our front desk staff right away. We kindly ask that you provide a detailed description of the issue along with any photographic or physical evidence while you are in-store. Once we review and approve your claim, we will promptly reprint the affected items at no additional cost. Please note that any claims for damaged or defective products must be made on the same day as the order pickup.
Image Sizing:
When you select a size for your transfer, please ensure that your image is proportional to the size chosen. If your image is not proportionate, we will produce the print according to the maximum size based on the dimensions you selected. Stretching the image to fit a size it wasn't intended for can cause blurriness and a loss of quality, which we want to avoid to ensure the best possible outcome for your final product. Therefore, we do not stretch images that are not proportional to the selected size.
Refund Process:
If a refund is approved due to special circumstances, it will be processed back to the original form of payment within 5-7 business days.