Report a Print or Order Problem

Short Summary

This article explains what to do if your print arrives damaged, incorrect, defective, or different from the order details.

Quick Answer

If your order arrived with a possible production issue, missing item, or wrong product detail caused by The Stackhouse, submit a reprint request within 14 days of delivery with your order number, photos, and a short description of what happened. Shipping damage should be reported within 7 days of delivery. Lost-in-transit reviews start after the carrier cutoff window.

When to Use the Reprint Request Form

Use the reprint request form when you want The Stackhouse to review an order for a possible replacement, store credit, carrier claim path, or discounted reprint option.

Good reasons to use the form include:

• The print arrived bent, creased, scratched, dented, wet, or otherwise damaged.
• The wrong media, size, finish, crop, border, image, or quantity was applied by The Stackhouse.
• The print has visible production defects that were not present in the submitted file.
• The package appears lost after the carrier cutoff window.
• You need support to review whether a discounted reprint is available for a customer-error or preference-change situation.

What to Send With the Request

• Your order number.
• A short description of the issue.
• Clear photos of the print or product.
• Photos of the box, tube, mailer, label, and packing materials if shipping damage is involved.
• The file name or screenshot if the concern relates to crop, resolution, color, upload setup, or image placement.
• Tracking details if the package is delayed, damaged, or possibly lost.

Timing Guidelines

• 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.
• Shipping damage: Report damage within 7 days of delivery and keep all packaging until support confirms the next step.
• Lost-in-transit orders: The 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.
• Approved reprints: Once approved, most reprints follow our current production timing, usually 3-5 business days for production, plus carrier transit unless support confirms a different plan.

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 but not found, although we can help review the carrier claim path and possible discounted reprint options.

Common Examples

The print arrived bent or damaged

Keep the packaging, photograph the print and packaging, then submit a reprint request within 7 days of delivery.

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

Submit the form within 14 days of delivery with photos and your order number. We will compare the finished order against the submitted order details.

You selected the wrong size or crop

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

The package says delivered but you cannot find it

Check with the carrier, household members, neighbors, mail room, or front desk. If it is still missing, contact support so we can review the carrier claim path.

Frequently Asked Questions

Who pays shipping on eligible reprints?

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

Can I request a reprint because I want a different paper?

Preference changes are not covered as free reprints. We can help place a new order or review whether a discounted reprint is available.

What if the problem came from my file?

We print the file submitted with the order. If the issue was present in the file, it is not usually covered as a free reprint.

Related Articles

• The Stackhouse Promise
• Damage During Shipping Policy
• Lost Package Policy
• What to Look for in a High-Quality Print
• How to Check Your Image Resolution

Need More Help?

For a possible replacement, submit a reprint request with your order number, photos, and issue details. 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.

For a general question that is not tied to a specific order issue, submit a Help Center request.