Understanding return, reprint, and production error policies
Overview
This article explains the return, reprint, and production error policies on BurgerPrints Fulfillment. It helps you understand how BurgerPrints handles returned orders, when reprints apply, and what conditions qualify for refunds.
These guidelines ensure clear standards for production issues, shipping delays, and incorrect or damaged items.
Request Support Via Ticket For Returned/Undeliverable Orders
If your order is undeliverable, returned, damaged, or has a verified production/shipping issue caused by BurgerPrints, you can submit a claim through the Ticket system. This helps you clearly describe the issue you’re facing, and allows BurgerPrints to validate the case and apply the correct resolution (Remake or refund).
For step-by-step instructions on submitting return or reprint requests via Ticket, please refer to How to manage an order on BurgerPrints.
About Return And Reprint Policies
Return
When an order returns to a location, BurgerPrints reviews the return reason and handles it under the following rules:
If you provide correct customer information, BurgerPrints asks you to confirm details if needed and produces a replacement order. The replacement follows the same production stage and shipping & delivery time as the original order. Please notify your customers about this timeline.
If the customer provides an incomplete or incorrect address, or if the shipping carrier cannot deliver the order (based on tracking details), the order is not eligible for reshipment.
This applies because return requests are costly, packages may become damaged during return transit, and return times are long.
You are responsible for checking tracking information regularly and placing a new order for your customers when needed.
In this case, you should proactively handle the resolution, such as:
Create a new order with the corrected address (recommended fastest solution)
Negotiate an alternative solution with the customer (partial refund, store credit, resend after collecting a new address, etc.), depending on your store policy.
Reprint
When BurgerPrints causes a mistake, BurgerPrints produces a reprint replacement order immediately and does not require a return.
Click HERE to read the full fulfillment policy.
About Production Error and Refund Conditions
1. Refund conditions for delivered orders
BurgerPrints reviews refund requests individually. You are eligible for a refund only when the delivered product meets one of the following conditions:
The product arrives damaged.
The print shows visible defects.
The item size does not match the selected size based on the BurgerPrints standard size chart.
The item's color or material differs from the order.
The delivered design does not match the design file.
The product style is incorrect (Example: Long Sleeve Shirt instead of T-Shirt).
The print or finish quality is visibly poor.
The order ships to an address different from the one you provided.
Note: If your customer claims they did not receive the package but tracking shows Delivered, BurgerPrints supports you with carrier information. This situation does not qualify for a refund.
2. Refund conditions for orders still in production or shipping
You may request a refund during the production or shipping stage when the order meets the applicable time thresholds below (based on EST):
Printed apparel and mugs (US → US)
No tracking update after 10 business days from payment
Not delivered after 17 business days
Printed apparel, mugs, and posters (EU → EU)
No tracking update after 9 business days
Not delivered after 17 business days
Posters (US → US)
No tracking update after 10 business days
Not delivered after 20 business days
International orders
No tracking update after 15 business days
Not delivered after 25 business days
Shipments to AOPs, FPOs, AE/AO/AA/AP, islands, unincorporated territories (PR, VI, GU, MP, AS), HI, AK
No tracking update after 20 business days
Not delivered after 45 business days
Other cases
Lost in transit after BurgerPrints verification
Notes:
Refund policy applies to standard orders with 1 item. For orders with 2 or more items, add 1 additional business day.
These timelines do not apply when customers request delivery changes, ask carriers to hold packages, or when carriers cannot complete delivery due to external conditions.
“Tracking link does not update” refers to statuses such as Shipping label created, USPS awaiting item, Pre-shipment info sent to USPS, Parcel created, Electronic shipment data received, etc, remaining unchanged past the applicable timeline.
BurgerPrints reviews and responds to refund-related tickets within 24 hours.
If the issue is validated (based on evidence and order/tracking details), BurgerPrints will process the refund to your B-Wallet on the same working day or make a reprint order according to your request.
If more information is needed, the support team will request additional proof (e.g., photos or clarification) to complete validation.
How To Access BurgerPrints' Fulfillment Policy
Step 1: Log in to the BurgerPrints dashboard at https://dash.burgerprints.com
Step 2: On the dashboard, go to Document, then click the Fulfillment policy tab
Tips And Best Practices
Check tracking updates frequently to avoid delays in assisting your customers.
Remind customers to provide full, accurate delivery addresses.
Keep photos or videos of products your customers report as defective; clear evidence speeds up resolution.
Review product variants carefully before placing each order to avoid mismatched sizes or colors.
Frequently Asked Questions
Do I need to return an item for a reprint? No. When BurgerPrints causes an error, BurgerPrints produces a reprint without requiring any return.
What happens if my customer provides the wrong or incomplete address? Orders with incomplete or incorrect addresses do not qualify for reshipment. You need to place a new order for your customer.
Does “Delivered” tracking status qualify for a refund if my customer says they did not receive it? No. BurgerPrints assists you with contacting the carrier, but this does not qualify for a refund.
Do I have to pay for a reprint order?
No. If the issue is verified as BurgerPrints’ fault (production defect, incorrect item, etc.), you do not need to pay for the order.
How does this policy help protect my store’s reputation with customers?
The policy ensures fast validation and guaranteed solutions (reprint or refund) for any issue caused by BurgerPrints. This helps you resolve customer complaints confidently and maintain a professional buying experience for your store.
Related Articles
How to apply full and partial cancellation policies
How to change your order
How to manage an order on BurgerPrints
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