Our Commitment to Your Satisfaction
At United Printer, your satisfaction is our top priority. We take great pride in delivering high-quality printing services that exceed your expectations. However, we understand that sometimes issues can occur, and we’re here to make things right.
This policy outlines our commitment to resolving any concerns you may have with your order in a fair, transparent, and timely manner.
Quick Overview
- Report issues within 5 business days of receiving your order
- Free reprints for printing errors or defects on our end
- Full refunds available for qualifying issues
- 24/7 customer support to help resolve any concerns
- No-hassle process – just contact us with photos and details
Return Window and Notification
Time Limit for Returns
You must contact us within 5 business days of receiving your order to be eligible for a return, reprint, or refund. This window ensures we can quickly address any issues while maintaining our quality standards.
How to Report an Issue
Contact our customer service team immediately if you notice any problems:
Email: jeff.miller@unitedprinters.us
Phone: (209) 479-7043
Live Chat: Available on our website 24/7
Business Hours: Monday – Friday, 8 AM – 6 PM
What to Include:
- Your order number
- Clear photos of the issue
- Detailed description of the problem
- Your preferred resolution (reprint, refund, or credit)
What Qualifies for Returns and Refunds
We stand behind our work and will make it right when issues occur on our end.
Printing Errors and Defects
Eligible for free reprint or full refund:
- Colors don’t match your approved proof
- Text is blurry, cut off, or incorrectly positioned
- Wrong paper stock or finish used
- Printing quality is below our standards
- Incorrect quantities delivered
Damage and Shipping Issues
Eligible for free reprint or full refund:
- Items damaged during shipping
- Products arrive bent, torn, or crushed
- Missing items from your order
- Wrong products delivered
Production Errors
Eligible for free reprint or full refund:
- Incorrect sizing or dimensions
- Wrong binding or finishing options
- Products don’t match approved specifications
- File processing errors on our end
Service Failures
Eligible for reprint, refund, or credit:
- Order not delivered by guaranteed date (our fault)
- Products don’t match your approved artwork
- Quality significantly below industry standards
- We fail to meet agreed-upon specifications
What’s Not Eligible for Returns
While we want to help in every situation, some issues fall outside our return policy:
Customer-Side Errors
Not eligible for refund (reprint available at cost):
- Typos or errors in your submitted artwork
- Wrong file formats or low-resolution images
- Incorrect contact information causing delivery delays
- Design choices that don’t translate well to print
- Color variations due to monitor display differences
Normal Variations
Industry-standard variations (not eligible):
- Minor color variations within industry tolerance (+/- 10%)
- Slight cutting variations (within 1/8 inch)
- Minor paper texture differences
- Natural variations in ink saturation
Used or Altered Products
Not eligible for return:
- Products that have been opened, used, or distributed
- Items altered or modified after delivery
- Products stored improperly causing damage
- Items damaged after confirmed delivery
Change of Mind
Not eligible after production begins:
- Order cancellations after production starts
- Design changes after proof approval
- Quantity modifications mid-production
- Rush service requests that can’t be accommodated
Return Process and Resolution
Step 1: Contact Us
Reach out within 5 business days with your order details and photos of any issues.
Step 2: Review and Investigation
Our quality team will review your case within 24 hours:
- We’ll examine the photos and compare to your original order
- Check production records and proof approvals
- Verify shipping and handling procedures
- Determine the best resolution for your situation
Step 3: Resolution Options
Based on our investigation, we’ll offer one of these solutions:
Free Reprint
- New production at no charge
- Priority processing to minimize delays
- Enhanced quality control measures
- Same or upgraded shipping method
Full Refund
- Complete refund of product cost
- Refund of original shipping charges (if error was ours)
- Processing within 3-5 business days
- Refund to original payment method
Store Credit
- Credit toward future orders
- 10% bonus credit as an apology for the inconvenience
- Credit never expires
- Can be combined with other offers
Partial Resolution
- Partial refund for minor issues
- Discount on future orders
- Expedited service on next order
Step 4: Implementation
Once we agree on a solution:
- Reprints typically ship within 2-3 business days
- Refunds process within 3-5 business days
- Credits are applied to your account immediately
- You’ll receive confirmation and tracking information
Order Cancellation Policy
Before Production Starts
- Full refund if you cancel before we begin production
- No fees for cancellations within 2 hours of ordering
- Small processing fee may apply for rush orders already queued
During Production
- 50% refund if production is less than 50% complete
- 25% refund if production is 50-75% complete
- No refund if production is more than 75% complete
After Production
- No cancellations once production is complete
- Return policy applies if you’re unsatisfied with the final product
Refund Processing
Refund Timeline
- Credit cards: 3-5 business days after approval
- PayPal: 1-2 business days after approval
- Bank transfers: 5-7 business days after approval
- Store credit: Applied immediately
What’s Included in Refunds
Full refund includes:
- Complete product cost
- Original shipping charges (if error was ours)
- Any rush fees (if we caused the delay)
- Applicable taxes
Partial refund may include:
- Percentage of product cost based on issue severity
- Proportional shipping refund
- Future order discounts
Refund Limitations
- Refunds processed to original payment method only
- Gift card purchases refunded as store credit
- Promotional discounts deducted from refund amount
- Shipping insurance claims may take additional time
Special Circumstances
Large Volume Orders
- Enhanced review process for orders over $500
- Account manager involvement for resolution
- Priority handling for business-critical orders
- Flexible resolution options including partial deliveries
Rush Orders
- Expedited review within 12 hours
- Priority reprint processing when needed
- Compensation for missed deadlines (our fault)
- Alternative solutions when reprints aren’t feasible
Repeat Customers
- Account credit options for valued customers
- Enhanced resolution for long-term clients
- Proactive quality measures based on history
- Dedicated support for frequent orders
Contact and Support
Customer Service Team
Our dedicated returns team is here to help:
Returns Department
Email: jeff.miller@unitedprinters.us
Phone: (209) 479-7043
Live Chat: Available 24/7 on our website
Response Times
- Initial response: Within 4 hours during business hours
- Case resolution: 24-48 hours for most issues
- Reprint production: 2-3 business days
- Refund processing: 3-5 business days
Legal Notes and Limitations
Liability Limitations
- Our liability is limited to the cost of the specific order
- We’re not responsible for consequential or indirect damages
- Business loss or opportunity costs are not covered
- Maximum liability cannot exceed the order value
Dispute Resolution
- Good faith effort to resolve all issues directly
- Binding arbitration for unresolved disputes over $500
- California state law governs this policy
- All disputes subject to our Terms and Conditions
Policy Changes
We may update this policy to improve our service:
- Changes posted on our website with updated date
- Major changes communicated via email
- Continued use of our services constitutes acceptance
- Previous orders governed by policy in effect at time of purchase
At United Printer, we believe great customer service means making things right when they go wrong. We appreciate your business and trust, and we’re committed to earning both every day.
Questions? Contact our returns team at jeff.miller@unitedprinters.us or (209) 479-7043.
