If there is any issue with your order, you must report the problem within 5 business days after the delivery date. Please email us at [[email protected]] or call [(330) 354-3541], and a representative will assist you. If you do not contact us within that time frame, we will assume that your job was correct at the time of receipt.
If you notice any defects such as rips, tears, or markings on your custom printed display products that originated from our facility, please contact us promptly via email. We’ll collaborate with you to resolve the issue. Kindly provide photos of the defects or submit a warranty claim for assistance.
The following are some guidelines and examples of issues that do not constitute grounds for a refund, return, or reprint of a product:
- As a custom order manufacturer, we do not accept returns or refunds.
- An order that is refused at the time of delivery or undeliverable orders. (We will reship the product at the customer’s expense if requested).
- The product is lost, delayed, or returned to Prizm Studios due to an error made by the customer in submitting the proper shipping address. (For a product that is later found or that is returned to us, we will reship the package with a corrected address and charge an additional shipping fee for the shipment).
- Product delayed in production and/or shipping due to the customer providing inaccurate information.
- Product that incurs a higher shipping charge due to the customer providing inaccurate information.
- Product that is delayed in production and/or shipping as a result of shipping company delays, acts of God, weather conditions, environmental or dangerous goods incidents, perils of the air, public enemies, public authorities acting with actual or apparent authority, acts or omissions of customs officials, authority of law, quarantine, riots, strikes, work stoppages, or slowdowns, or other labor disputes or disturbances, civil commotions, or hazards incident to a state of war, local or national disruptions in ground or air transportation networks or systems due to events beyond our control, disruption or failure of communication and information systems, disruption or failure of utilities, international customs issues, and any other circumstances that are beyond our direct control.
- Errors that exist in files uploaded by customers, e.g., misspelling, graphics, grammar, damaged fonts, punctuation, die lines, transparency, overprint, and wrong artwork size are not production errors and do not qualify for reprint or refunds.
- Product that experiences print or images that are fuzzy, pixilated, or otherwise distorted because of the customer providing artwork that is not at a minimum of 150 DPI at a 1:1 ratio (or 100%) and/or in CMYK mode.
- Products that do not exactly match color or ink density. Prizm Studios does not color match or match customer-specified ink density.
- Orders duplicated due to customer error.
- Orders that are canceled after the order has entered production (or any process thereafter).
- Orders that contain dated materials that arrive after the relevant date or with insufficient time to use the material as intended. It is a customer’s responsibility to allow sufficient time when placing an order for time-sensitive materials.
- Our failure to notify you of any delay, loss, or damage in connection with your printed products or shipment or any inaccuracy in such notice.
- The release of an order by the shipper without obtaining a signature.