CANCEL
| Order Status | Tracking Status | Details | Policy – Customer Label | Policy – Twinklprint Label | Note |
| NEW | N/A | Orders have just been created and have not been confirmed yet | Customers can delete the orders on orders management site or contact support team in case unsuccessful attempt to delete | Customers can delete the orders on orders management site or contact support team in case unsuccessful attempt to delete | |
| CONFIRMED | N/A | Orders have been confirmed for placing and production | Contact Twinklprint to receive support case-by-case | Contact Twinklprint to receive support case-by-case | |
| PRODUCING | Created | Orders are being produced | Twinklprint does not support Cancellation | Twinklprint does not support Cancellation | |
| WAIT TO SHIP | Created | Orders have completed production but has yet to be in-transit for more than 5 business days | Refund 100% orders total value | Refund 100% orders total value | |
| SHIPPED | In-transit Out For Delivery |
Orders have been in-transit but tracking have stopped updating for more than 10 business days (Lost package) | Twinklprint supports sending orders to the carrier | Resend/Refund 100% orders total value (Only apply to claims from 10 days after tracking have stopped updating) |
|
| SHIPPED | Returrn | Orders have been in-transit but tracking have stopped updating for more than 10 business days (Lost package) | Twinklprint does not support | 1. Return due to customer wrong address – Twinklprint will charge extra $2 for handling resend – Customers need to create new order with correct address 2. Return but Twinklprint did not receive – Twinklprint supports contacting the carrier and respond case-by-case |
REPLACE – REFUNDS
| Order Status | Situation | Details | Policy – Customer Label | Policy – Twinklprint Label | Note |
|
COMPLETED
|
Production error | Print quality problem (Wrong print, Error print, Missing print, Damaged print) | Resend/Refund 100% order total value | Resend/Refund 100% order total value |
– Only apply during the period of 30 days after tracking status is Delivered
– Customers are required to provide: . Problem details . Quantity of product having problem . Image of product problem . Image of customers claiming about the problem
. Your expected solutions: Resend/Refund |
| Product error before being delivered | Resend/Refund 100% order total value | Resend/Refund 100% order total value | |||
| Product size is not as expected (wrong size, size does not match regular information) | Resend/Refund 100% order total value | Resend/Refund 100% order total value | |||
| Wrong product received (Design, Size, Color, Quantity, Product type) | Resend/Refund 100% order total value | Resend/Refund 100% order total value | |||
| Shipping carrier error | Product is damaged during delivery process, affecting product’s quality | Twinklprint does not support resend, refund |
Resend/Refund 100% order total value (Only apply during the period of 14 days after tracking status is Delivered) |
Customers are required to submit proof of product problem: – Image of product package – Image of product problem |
|
| Product is delivered to the wrong address | Twinklprint does not support resend, refund | Resend/Refund 100% order total value | |||
| Tracking shows delivered but customers report no delivery | Twinklprint does not support resend, refund | Twinklprint support resend, does not support refund | |||
| Wrong information error | Seller/Customer provided wrong delivery address, delivery address cannot be verified | Twinklprint does not support resend, refund | Twinklprint does not support resend, refund | ||
| Seller provides wrong product’s color/size/design | Twinklprint does not support resend, refund | Twinklprint does not support resend, refund | |||
| Seller provides wrong product’s design, leading to product’s printed quality not as expected | Twinklprint does not support resend, refund | Twinklprint does not support resend, refund | |||
| Customer wants to replace product’s color/size after the product has been produced | Twinklprint does not support resend, refund | Twinklprint does not support resend, refund | |||
| Customer did not receive product, leading to product being returned | Twinklprint does not support resend, refund | Twinklprint does not support resend, refund |
NEED HELP?
Contact us at contact@twinklprint.com for inquiries regarding cancel, refunds and returns.