Cancellation & Claim Policy
Cancellations & Claims
Cancellation & Claim Policy
How to cancel an order, and how to file a claim for a lost, damaged, defective, or incorrect shipment.
Last updated: October 2026 · K&Y, Inc. DBA DTF4Prints
At DTF4Prints we are committed to high-quality DTF and UV DTF products and to a smooth experience when something goes wrong. Refunds and reprints on transfers and supplies are covered by our Refund & Reprint Policy, and equipment returns by our Return Policy — Machines. This page covers cancellations and shipping claims.
Order cancellation
Because DTF and UV DTF transfers are made to order, production often begins soon after an order is placed. Whether an order can be cancelled depends entirely on where it is in that process.
| Order status | Can it be cancelled? | What happens |
|---|---|---|
| Received, production not started | Yes | Cancelled and refunded in full |
| In production | No | Made-to-order item — non-refundable |
| Already shipped | No | Handled under the Refund & Reprint Policy or the Machine Return Policy |
| Equipment, not yet shipped | Yes | See the Machine Return Policy |
Acting fast matters
Same-day orders move into production quickly, so a request sent minutes after checkout has a far better chance than one sent hours later. To cancel, email support@dtf4prints.com immediately — and if it is urgent, call (714) 266-0019 rather than waiting on email.
Lost, stolen, and misdelivered packages
Once your order is handed to the carrier (USPS, UPS, or FedEx), the package is in the carrier’s control. If it goes missing we will open an investigation, but the reporting window is short, so contact us quickly.
Check the usual places first
Around your property and mailbox, with neighbors, and at your leasing office or front desk. Carriers frequently mark a package delivered a day before it physically arrives.
Notify us within 24–48 hours
Email support@dtf4prints.com within 24–48 hours of the delivery confirmation so we can begin an investigation before the carrier’s window closes.
We open the carrier investigation
We file on your behalf. Carrier investigations generally take 7–10 business days.
We resolve it together
Replacement of transfers, supplies, or equipment is at our discretion and depends on the carrier’s findings. It is not guaranteed in every case.
Filing a claim
For missing items, damaged products, defective merchandise, or incorrect orders, email us the following. Complete information lets us resolve your claim on the first reply.
- Your full name
- Order or invoice number
- Photos of the invoice included with your order, if you received one
- Photos of the product clearly showing the issue, well-lit and in focus
- Video clips of the product, where the issue is easier to show in motion
Claim timeframes
| Situation | Report within | What to expect |
|---|---|---|
| Lost, stolen, or misdelivered package | 24–48 hours of delivery confirmation | Carrier investigation, 7–10 business days |
| Damaged, defective, or incorrect item | As soon as possible after delivery | Reprint, replacement, or refund once reviewed |
| Change of mind or return request — supplies and equipment only | Within 30 days of delivery | Supplies must be unopened. A 20% restocking fee applies to supplies, machines, and equipment. Custom DTF and UV DTF transfers are made to order and are not eligible for change-of-mind returns. |
| Any claim more than 30 days after delivery | — | May be ineligible, or may require manufacturer involvement |
Important notes
- Transfers that are not damaged or defective and are already in production are non-refundable and cannot be cancelled.
- The 20% restocking fee applies to supplies, machines, and equipment returned for change of mind. It does not apply to custom transfers, which are not returnable at all, and it does not apply to any item that is defective or shipped in error — those are always our cost.
- Claims for orders more than 30 calendar days from delivery may be ineligible or may require manufacturer involvement.
- Some products are serviced directly by the manufacturer under their own warranty terms. We will point you to the right place and help where we can.
- Machines and equipment follow separate rules, including their own restocking fee and warranty process — see the Machine Return Policy.
Need to cancel an order or file a claim?
Email your order number and details, with photos for damage or defects, and we will get right on it. For urgent cancellations, call us.
Contact us
