The Stackhouse Promise

At The Stackhouse, we take pride in the quality of our prints and the craftsmanship behind every order. Our promise is simple: if something goes wrong on our end, we’ll make it right. From production quality to safe delivery, we stand behind the work we create for artists and photographers.

What the Stackhouse Promise Covers

Print Quality

We guarantee professional-quality prints. If your order arrives with visible defects (such as banding, smudges, misprints, or mounting/wrapping issues), we’ll reprint it free of charge.

Shipping Damage

Prints are carefully packaged to prevent damage in transit. If your order arrives damaged, let us know within 7 days of delivery with photos of the product and packaging, and we’ll send a replacement.

Lost Orders

If your order is lost in transit and not delivered after our cutoff timelines, we’ll reprint and reship it at no cost. The timeline for lost orders begins the day after the expected delivery date.

Economy: 10 business days

Standard: 5 business days

Express: 2 business days

International: 15 business days

Our Support

Our team is here to help with file prep questions, order support, and quick resolutions. If you run into an issue, we’ll respond promptly and work with you to find the best solution.

What’s Not Covered

Customer File & Order Issues

• Low-resolution or poorly prepared files
• Incorrect crop, border, or orientation selected at checkout
• Typos, blemishes, or unwanted elements in the uploaded design
• Incorrect shipping address entered by the customer

Preference Changes

• Choosing a different paper or finish after your order is printed
• Color differences between your screen and the final print due to monitor settings
• Variations in how prints look under different lighting conditions

We encourage all customers to use our free media sample set to explore paper and finish options before ordering.

Packages Marked “Delivered”

If your order is marked as delivered by the carrier but cannot be located, we cannot automatically issue a free reprint. We’ll assist you with a carrier claim and may offer a discounted reprint.

Resolution Options

• Reprint: Our first option for damaged, defective, or lost orders.
• Store Credit: For product cost if a reprint isn’t the right fit.

Frequently Asked Questions

What if I’m not happy with my print?

If the print meets production standards but isn’t what you expected (such as preferring a different paper type or color look), we’ll work with you by offering store credit or a discounted reprint. Reprints for preference changes are not free.

Does the Promise apply to custom or bulk orders?

Yes, the same standards apply to every order, regardless of size or customization.

Who pays for shipping on reprints?

If your reprint is covered under the Stackhouse Promise, we cover the shipping. If the issue is customer error or preference-related, shipping is the customer’s responsibility.

Need Assistance?

If you have any questions about the Stackhouse Promise or need support with your order, please don’t hesitate to Contact Us. Our team is here to help.