Report a Print or Order Problem

Short Summary

This article explains what to do if your print arrives damaged, incorrect, or different from what you expected.

Quick Answer

If something went wrong on our end, we will make it right. Contact support with your order number and clear photos so we can review the issue and confirm the best next step.

Full Policy

The Stackhouse Promise covers eligible production errors, shipping damage, and lost-in-transit orders. If the issue is covered, we may reprint the order at no cost or provide store credit when a reprint is not the right fit.

Covered examples may include:

• Wrong media, finish, crop, border, or size applied by us.
• Visible production defects not present in the submitted file.
• Transit damage reported within 7 days of delivery with photos.
• Lost-in-transit orders after the carrier cutoff window.

The following are usually not covered as free reprints:

• Incorrect size, crop, border, media, or shipping address selected at checkout.
• Preference changes after printing.
• Low-resolution files, typos, blemishes, or unwanted elements in the submitted

file.

• Packages marked delivered but not found. We can help with a claim and may be

able to offer a discounted reprint.

What To Send Us

Include:

• Order number.
• Description of the issue.
• Photos of the print.
• Photos of packaging if there was shipping damage.
• Screenshot or file name if the issue relates to crop, file setup, or upload.

Common Examples

The print arrived bent or damaged

Take photos of the print and packaging, then contact support within 7 days of delivery.

The wrong size, crop, border, or media 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 or crop

Customer selection mistakes are not usually covered as free reprints, but we may be able to help with a discounted reprint.

The package says delivered but you cannot find it

Contact support and check with the carrier, household members, neighbors, mail room, or front desk. We can help with the carrier claim path.

Frequently Asked Questions

How long do I have to report shipping damage?

Report shipping damage within 7 days of delivery and include photos of both the print and packaging.

Who pays shipping on eligible reprints?

We cover shipping on eligible free reprints for covered defects, damage, or lost-in-transit orders.

Can I change paper after seeing the print?

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
• How to Use the Crop Tool
• How to Check Your Image Resolution

Need More Help?

submit a Help Center request with your order number, photos, screenshots, and file name so we can review the issue quickly.