The Stackhouse Promise

Short Summary

This article explains what The Stackhouse Promise covers, what is not usually covered as a free reprint, and what to send us if something goes wrong with an order.

Quick Answer

If an eligible production issue, shipping damage, or lost-in-transit problem occurs, The Stackhouse will review the order and make it right through a free reprint, store credit, claim assistance, or another appropriate resolution. To start that review, submit a reprint request.

What the Stackhouse Promise Covers

The Promise is focused on issues caused by production, shipment, or fulfillment rather than preference changes after an order is printed.

Covered examples

• Visible production defects that were not present in the submitted file and are reported within 14 days of delivery.
• Wrong media, size, finish, crop, border, image, or quantity caused by The Stackhouse and reported within 14 days of delivery.
• Shipping damage reported with clear photos of the print and packaging within the required reporting window.
• Lost-in-transit orders after the carrier cutoff timing has passed.

What Is Not Usually Covered as a Free Reprint

• Incorrect size, crop, border, media, quantity, or shipping address selected at checkout.
• Preference changes after printing, such as wanting a different paper, finish, border, size, or color look.
• Low-resolution files, typos, blemishes, artifacts, or unwanted elements that were already present in the submitted file.
• Normal screen-to-print or lighting variation caused by monitor brightness, uncalibrated displays, paper surface, or viewing conditions.
• Packages marked delivered by the carrier but not found. We can help with the claim path and may review discounted reprint options when appropriate.

Resolution Options

• Free reprint: Used when an order issue is covered and a replacement is the right solution.
• Store credit: Used when a covered issue needs a different resolution than a straight reprint.
• Claim assistance: Used for shipping damage, lost-in-transit orders, or carrier delivery issues.
• Discounted reprint review: Used for some customer-error or preference-change situations that are not covered as free reprints.

What to Send Us

To help us review quickly, use the reprint request form and include:

• Your order number.
• A short description of what happened.
• Clear photos of the print or product.
• Photos of the shipping box, tube, mailer, label, and packaging materials if shipping damage is involved.
• The file name, screenshot, or upload details if the concern involves crop, file setup, color, or image placement.

Reprint Request Timeline

1. Submit the request as soon as you notice the issue. Use the Request a Reprint form and include the order number, photos, and issue details.
2. For production defects or Stackhouse-applied order issues, report within 14 days of delivery. This includes eligible defects, wrong media, wrong size, wrong finish, wrong crop, wrong border, wrong image, or wrong quantity caused by The Stackhouse.
3. For shipping damage, report it within 7 days of delivery. Keep the box, tube, mailer, label, and packing materials until support confirms the next step.
4. For lost-in-transit orders, wait until the carrier cutoff window has passed. The lost-order review window starts after the expected delivery date: Economy is 10 business days, Standard is 5 business days, Express is 2 business days, and International is 15 business days.
5. Support reviews the request and confirms the resolution. We may approve a free reprint, request more information, help with a carrier claim, issue store credit, or review a discounted reprint option.
6. Approved reprint timing starts after support approval. Most approved reprints follow our current production timing, usually 3-5 business days for production, plus carrier transit unless support confirms a different plan.

Common Examples

The print arrived bent or damaged

Keep the packaging and contact support with photos of the print and packaging. Shipping damage needs packaging evidence so we can review the issue and carrier path.

The wrong media, size, crop, or border was applied by us

Contact support with photos and your order number. We will compare the finished order against the submitted order details.

You selected the wrong size, crop, border, or paper

Customer selection mistakes are not usually covered as free reprints, but support can help review whether a discounted reprint or new order is the best next step.

The print looks different from your screen

Some screen-to-print variation is normal. If you believe there is a production defect rather than normal color variation, contact support with photos and your order details.

Frequently Asked Questions

Who pays shipping on eligible reprints?

If the reprint is covered under The Stackhouse Promise, The Stackhouse covers the replacement shipping.

Does the Promise apply to custom, bulk, or fulfillment orders?

Yes. The same quality standards apply across order types, but the review still depends on the submitted file, selected options, product type, and issue details.

Can I get a free reprint because I want a different paper or finish?

Preference changes after printing are not covered as free reprints. If you are unsure which material to choose, review samples or contact support before ordering.

Is this the same as the 12-Point Inspection Framework?

No. The 12-Point Inspection Framework explains how we check orders before shipment. The Promise explains what happens when an eligible issue still occurs.

Related Articles

• Report a Print or Order Problem
• Current Production Times
• Damage During Shipping Policy
• Lost Package Policy
• The Stackhouse 12-Point Inspection Framework
• What to Look for in a High-Quality Print

Need More Help?

If something is wrong with your order, submit a reprint request with your order number, photos, packaging photos when relevant, and a short description of the issue. Production defects and Stackhouse-applied order issues should be reported within 14 days of delivery; shipping damage should be reported within 7 days of delivery.

If you have a general policy question that is not tied to a specific order issue, submit a Help Center request.