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 | Orders have been confirmed for placing and production | Twinklprint does not support Cancellation | Twinklprint does not support Cancellation | ||
| 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 | Orders have been in-transit but tracking have stopped updating for more than 7 business days (Lost package) | Replace/Refund 100% orders total value (Only apply to TikTok Shop: Ship by Seller’s orders) |
Replace/Refund 100% orders total value |
REPLACE – REFUNDS
| Order Status | Situation | Details | Policy – Customer Label | Policy – Twinklprint Label | Note |
|
COMPLETED
|
Production error
|
Error in design printed Lack of details printed Wrong product’s color Wrong product’s size |
Replace/Refund 100% order total value | Replace/Refund 100% order total value | – Twinklprint only supports for 30 days since order’s delivered date – Customers are required to submit proof of product problem: Video of unboxing process and received products’ status |
| Wrong design printed | Replace/Refund 100% order total value | Replace/Refund 100% order total value | |||
| Shipping carrier error | Product is damaged during delivery process, affecting product’s quality | 1. TikTok Shop: Ship by Seller’s order – Replace/Refund 100% order total value 2. TikTok Shop: Ship by TikTok’s order – Twinklprint does not support replace, refund |
Replace/Refund 100% order total value | Customers are required to submit proof of product problem: Video of unboxing process and received products’ status | |
| Product is delivered to the wrong address | 1. TikTok Shop: Ship by Seller’s order – Replace/Refund 100% order total value 2. TikTok Shop: Ship by TikTok’s order – Twinklprint does not support replace, refund |
Replace/Refund 100% order total value | Twinklprint only supports for 30 days since order’s delivery date | ||
| Tracking shows delivered but customers report no delivery | 1. TikTok Shop: Ship by Seller’s order – Refund 50% order total value after Twinklprint has worked with shipping carrier (Usually takes 7 – 15 business days) 2. TikTok Shop: Ship by TikTok’s order – Twinklprint does not support replace, refund |
– Refund 50% order total value after Twinklprint has worked with shipping carrier (Usually takes 7 – 15 business days) |
Twinklprint only supports for 30 days since order’s delivery date | ||
| Wrong information error | Seller/Customer provided wrong delivery address, delivery address cannot be verified | Twinklprint does not support replace, refund | Twinklprint does not support replace, refund | ||
| Seller provides wrong product’s color/size/design | Twinklprint does not support replace, refund | Twinklprint does not support replace, refund | |||
| Seller provides wrong product’s design, leading to product’s printed quality not as expected | Twinklprint does not support replace, refund | Twinklprint does not support replace, refund | |||
| Customer wants to replace product’s color/size after the product has been produced | Twinklprint does not support replace, refund | Twinklprint does not support replace, refund | |||
| Customer did not receive product, leading to product being returned | Twinklprint does not support replace, refund | Twinklprint does not support replace, refund |
RETURN
| Order Status | Situation | Details | Policy – Customer Label | Policy – Twinklprint Label | Note |
| COMPLETED | Orders have completed shipping process | 1. TikTok Shop: Ship by Seller’s order – Address & Receiver can be verified: . Twinklprint supports: reprint & resend 100% order total value . Twinklprint does not support refund – Address cannot be verified: . Twinklprint does not support return 2. TikTok Shop: Ship by TikTok’s order – Twinklprint does not support return |
– Address & Receiver can be verified: . Twinklprint supports: reprint & resend 100% order total value . Twinklprint does not support refund – Address cannot be verified: . Twinklprint does not support return |
NEED HELP?
Contact us at contact@twinklprint.com for inquiries regarding cancel, refunds and returns.