Chargeback & Dispute Policy

We're a small California business that stands behind every order we print. If something is wrong, we want to fix it directly — not through a credit card dispute. This page explains our dispute resolution process and what happens if a chargeback is filed.

Please contact us first

Before filing a chargeback with your card issuer or payment provider, please contact us. We resolve the vast majority of order issues within 1–2 business days at no cost to you. Filing a chargeback skips this process entirely and creates costs and delays for both parties.

To report an issue, use our Order Issue Form or contact us directly:

Legitimate reasons for a chargeback

We recognize that chargebacks exist to protect consumers. Legitimate reasons to dispute a charge include:

• You did not authorize the transaction (fraud)
• You contacted us and we failed to respond or resolve the issue
• You never received your order and we failed to investigate or remedy the situation

Chargebacks we will dispute

We maintain thorough documentation of all orders, communications, and shipments. We will formally respond to and dispute chargebacks filed for:

• Buyer's remorse — not wanting a product you ordered and received correctly
• Application errors — claiming "not as described" when transfers were printed correctly but pressed incorrectly
• File quality issues — claiming defects caused by low-resolution or incorrectly formatted artwork the customer supplied
• Disputes filed without contacting us first — when a clear resolution path was available
• Duplicate claims — filing both a chargeback and a refund request for the same issue

Documentation we provide to card issuers

When we respond to a chargeback, we submit: order confirmation, payment records, design files as submitted, proof of shipment and tracking, our published policies (including these terms, our artwork requirements, and our satisfaction guarantee), and any prior communications with the customer.

Consequences of fraudulent chargebacks

Filing a chargeback for a fraudulent reason (chargeback fraud, also known as "friendly fraud") may result in: permanent account termination, being flagged in our fraud prevention system, and in cases of significant losses, referral to our legal team. We take this seriously because chargeback fraud directly harms small businesses like ours.

Our commitment

We'd rather spend 10 minutes on the phone fixing your order than spend hours responding to a dispute. If something went wrong, please call us first. We will make it right.