Updated September 23, 2026
Report a problem within 6 business days
Our printed products are warranted against defects under applicable printing-industry standards. Please inspect your delivery promptly. If you believe the printing is defective or the order does not meet our obligations, send a written request through our contact form within 6 business days of receiving it. Include the order number, a description of the problem and clear photographs. Keep the order and packaging until the review is complete.
Claims reported after this deadline are not eligible for a refund or reprint under this policy. We may ask for samples or further information to verify the issue. If reasonably requested information is not supplied within a reasonable time, we are not obligated to provide a remedy.
How the review works
Within 5 business days of your written report, we will determine whether a refund or reprint is appropriate, or explain what additional information is needed. For a verified defect or failure to meet our obligations, the available resolutions are a reprint with rush production or a refund of the original order price.
A team member will generally contact you within 24–48 hours after the decision to confirm the approved resolution. Please respond within 5 business days of our first contact attempt. Without a response, the claim will be treated as resolved and no refund or reprint will be provided.
Return authorization and timing
Do not send products back before receiving instructions. Unless we waive the return requirement, the entire original order must arrive at the address we provide within 15 calendar days after the resolution is approved. If it is not returned within that period, the original order price may be charged to the card on file, as provided by this policy.
A refund or reprint requires our authorization and receipt of the complete original order unless we agree otherwise. Approved refunds are issued within 10 business days of receipt. Approved reprints begin rush production within 1 business day of confirmed receipt, or earlier if agreed. Production timing does not include return transit or delivery of the reprint.
Issues that are not printing defects
This policy does not provide refunds, returns or reprints for the following:
- Mistakes in supplied artwork or order details, including spelling, grammar, punctuation, fonts, images, bleed, folds, cut lines, crop marks, transparency, overprint or finished size. Review all files and selections before approval; NTXPrint does not correct customer files automatically.
- Blurry or pixelated output caused by low-resolution artwork, or color changes caused by converting RGB or Pantone artwork to CMYK. Prepare files at the resolution and color mode specified for the product. Exact color or ink-density matching is not included.
- A surface that cannot be written on or printed over unless the product description expressly promises that use. Coatings and writing instruments behave differently; verify suitability before ordering.
- Duplicate orders, cancellation after production has begun, or dated materials ordered without enough time for production and delivery.
- Refused or undeliverable shipments; incorrect addresses, payment details or other customer-supplied information; related delays or additional delivery costs. Reshipping, when possible, is at the customer’s expense.
- Carrier delays or circumstances outside our control, including severe weather, disasters, customs or government actions, labor disruptions, transportation interruptions, utility outages and communications failures.
- Orders that violate our terms, malicious code not detected by standard screening, loss or corruption of stored files or account information, inaccurate or missing delay notifications, or a carrier leaving a shipment without a signature.
Scope of the policy
The authorized refund or reprint is NTXPrint’s sole remedy for a defective order. To the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential or exemplary damages, including lost profits, goodwill, use or data. Advice or assistance from our website or team does not transfer responsibility for the files, selections or other customer obligations to NTXPrint.
We may revise this policy without prior notice. The version in effect when you place your order applies to that order.