Refund policy

Custom Print Items

 

• Every PrintPup item is made to order with care.
• Because of the personalized nature of our products, custom-print items are not eligible for return or exchange.
• If something goes wrong on our side, we’ll fix it (replacement or reprint)

Email support@printpup.ca within 7 days of delivery with:

• Your order number

• A brief description of the issue

• Clear photos of the product and the outer shipping label

 

If we confirm a defect or error, we will reprint or replace the item at no cost. If a reprint/replacement isn’t possible, we’ll issue a refund to your original payment method.

 

What’s covered:

• Misprint
• Wrong model/variant
• Production/assembly defect
• Damaged on arrival
• Wrong item received

 

What’s NOT considered a defect:

• Minor color differences due to individual screen displays
• Small positioning tolerances common in printing
• Normal wear and tear or damage from improper use
• Customer provided errors (e.g., wrong device model selected, spelling/typo in artwork, low-resolution image after approval)
• Non-custom accessories (if applicable)

14-Day Hassle-Free Returns (custom designs excluded)

Purchases made online at Printpup.ca are covered by a 14-day hassle-free return policy. There are no restocking fees, but customers are responsible for the return shipping cost.

 

Order Changes & Cancellations

• Custom print items can be cancelled only before artwork approval/production. Please email us as soon as possible with your order number.

• Once production has started or the order has shipped, cancellations are no longer possible.

Address & Delivery Issues

• If a parcel is undeliverable due to an incorrect or PO-Box-only address and is returned or requires rerouting, reshipment and address-correction costs are the buyer’s responsibility.

• For packages marked Delivered but not received, please check with household/neighbors/building office and allow 24 hours; then contact us.

Lost Parcels

• If tracking shows no movement for 10 business days (Canada) or 12 business days (USA), we’ll open a carrier claim and reship or refund based on the claim outcome.

Refund Timing

• Approved refunds are processed within 3–5 business days to your original payment method.

• Depending on your bank, it may take additional time for the funds to appear.

Questions or an issue to report? Email support@printpup.ca

 

We’re here to help and we’ll take care of you.