Reprint Policy

If something goes wrong with your print order, we’ll make it right. This article explains when reprints are covered, when they’re not, and how to request one.

To request a replacement, please submit a reprint request here.

When We’ll Reprint Your Order for Free

We offer free reprints in the following cases:

Print Production Errors

• Visible color shifts or banding not present in your file
• Surface flaws like scratches, dents, or smudges introduced during printing
• Wrong paper, media type, or finish applied
• Incorrect crop, border, or sizing caused by our mistake
• Mounting or gallery wrap issues caused by trimming or alignment errors

Shipping Damage (If Reported Promptly)

• Creased, bent, torn, or otherwise damaged prints during transit
• Packaging damage that affects print quality
• Damage must be reported within 7 days of delivery
• Include photos of both the print and the packaging for review

What’s Not Covered

The following issues are not covered under our reprint policy:

Customer File Issues

• Low-resolution images, pixelation, or blurry results
• Typos, blemishes, or unwanted elements present in the original file
• Wrong orientation, crop, or placement in the uploaded design

We print files exactly as they are submitted. If you’d like us to review your file before placing an order, just reach out first.

Sizing or Border Selection Mistakes

• Choosing the wrong size, crop, or border style
• Misunderstanding how borders affect final print dimensions
• Ordering borderless prints when a border was intended

If you catch a sizing mistake quickly and place a corrected order, we often offer a courtesy discount on the reprint.

Personal Preferences

• Wanting to switch to a different paper or finish after ordering
• Color differences between your monitor and the final print, or due to viewing conditions (screen vs. print, daylight vs. warm room light)
• Prints that meet production standards but don’t match personal expectations

We encourage customers to use our free media sample set to preview papers and finishes before ordering. 

Discounted Reprints for Customer Errors

We understand mistakes happen. If the issue is related to file setup, size selection, or preference changes, we can usually offer a discounted reprint.

Contact us, explain the situation, and we’ll send you a custom link for the revised print at a reduced cost.

How to Request a Reprint

1. Take clear photos of the issue (close-ups, full product, and packaging if damaged)
2. Email us at support@thestackhouse.com or use our Contact Page
3. Include your order number and a brief description of the issue
4. We’ll respond within 1–2 business days with next steps

Request a Reprint

Reporting Timeline

• Standard issues must be reported within 14 days of delivery
• Shipping damage must be reported within 7 days

FAQs

Do I need to return the damaged or misprinted item?
Usually no, but we may ask you to return or discard it depending on the case.

Will you rush my reprint?
If your original order was placed with rush production, or you need it urgently, let us know and we’ll do our best to prioritize it.

Still Need Help?

We’re here to help with any issues or concerns.

Email: support@thestackhouse.com

Submit a request: Contact Us