Refund Policy

01 How shipping responsibility works

You (the seller) purchase the shipping label for each order. We print the card, package it, attach the label you provided, and hand the package to the postal carrier.

Our shipping responsibility ends when the carrier scans the package into their system. After that scan, anything that happens to the package — transit delays, damage, loss, customs holds, mis-delivery — is between you, your buyer, and the carrier. We cannot compensate for events outside our hands.

If tracking never moves past pre-shipment (the carrier never scans the package after we hand it off), that's on us — see eligible cases below.

02 Eligible Cases

You may request a free reprint or wallet refund in three situations:

• Printing defect — visible smudging, banding, severe color cast, misregistration, or torn stock attributable to the print run.
• Wrong product shipped — the order shipped does not match the SKU you submitted (wrong size, wrong design, wrong quantity).
• Stuck pre-shipment — tracking never updates past the “pre-shipment” state, meaning the carrier never scanned the package after we handed it off.

For printing defects and wrong-product cases, we may ask for clear photos of the issue and the original packaging to identify the cause. For pre-shipment issues, the tracking number itself is sufficient evidence.

03 Non-Eligible Cases

The following are not eligible for reprint or refund:

• Anything after the carrier scans the package — including transit delays, damage in transit, loss in transit, mis-delivery, customs holds, or stolen-from-doorstep events.
• Buyer's design error — typos, low-resolution images, mismatched bleed, or any artwork issue present in the file you uploaded.
• Color expectations — we calibrate carefully but cannot match an unprofiled monitor or a phone screenshot exactly. Order a sample first if exact color match is critical.
• Change of mind — once an order has begun production, it cannot be cancelled or refunded for a change of mind.
• Wrong shipping address or label supplied by you or your end customer.
• Customs duties or import taxes assessed in the destination country.

For transit issues after carrier scan, please contact the carrier directly with the tracking number — they're the party that can investigate.

04 Refund Window

Reprint and refund requests must be submitted within 14 days of:

• Carrier-confirmed delivery date, for printing defects and wrong-product cases.
• Order dispatch date, for pre-shipment cases (where tracking never moves).

Requests submitted outside these windows are reviewed at our discretion but are not guaranteed to be honored.

05 How to Request a Reprint or Refund

To open a request:

• Sign in to your dashboard and locate the order.
• Contact us with the Order ID and a clear description of the issue.
• For printing defects or wrong-product cases, attach clear photos showing the issue and the outer packaging where relevant.
• For pre-shipment cases, the tracking number is enough — no photo required.
• You'll receive a case reference and a response within one business day.

Most cases are resolved within 3–5 business days. Pre-shipment cases may take longer if we need to investigate with the carrier.

06 Reprint & Replacement First

For every eligible case, we default to reprinting and reshipping the corrected item rather than issuing a refund. The end customer still receives their order and your relationship with the buyer stays intact.

The replacement is shipped directly to your end customer at the original delivery address. We cover the cost of the replacement shipping label in full — you do not need to purchase a second label.

If a reprint is not possible (out-of-stock material, very short deadline, etc.), or if you specifically prefer a refund, we'll issue a wallet refund instead.

07 Refund Method

When we issue a refund, it is credited to your wallet balance. Wallet credit is applied immediately and can be used against any future order. We do not refund to your original payment method (such as a bank account or card).

Cashback that was earned and applied on the refunded portion of an order is reversed automatically.

08 Contact

For reprint or refund help, please use the in-dashboard request flow first — it tags the relevant order automatically. If you cannot access your dashboard, contact us:

HO KINH DOANH FULFILL DUC HA
Email: cardfulfill@gmail.com
Address: Số 2 Ngõ 88 Phố Sơn Tây, phường Ba Đình, thành phố Hà Nội, Việt Nam