Refund policy
Last Updated: October 21, 2026
Replacement & Refund Policy
At PrintOurStory, we want every personalized gift to arrive as expected and bring joy to the person receiving it.
If something goes wrong with your order, please let us know. Our team will review the issue and work with you toward an appropriate solution.
1. Eligible Refund or Replacement Requests
You may be eligible for a refund or replacement if:
- Your item arrives damaged or defective.
- You receive the wrong product.
- The personalization or product specifications do not match your confirmed order due to a production error.
- An item is missing from your order.
- Your package is confirmed lost or undelivered under circumstances covered by our policy or applicable law.
Each request will be reviewed using the order information and supporting evidence.
2. How to Request Assistance
Please contact us at: support@printourstory.com
Include the following information:
- Your order number
- Your name and the email used at checkout
- A brief description of the issue
- Clear photos of the product showing the problem
- Photos of the packaging or shipping label, when relevant
Please contact us promptly after discovering an issue so we can review the circumstances and available remedies.
3. Personalized Products
Because personalized items are made according to the details you select, they generally cannot be restocked or resold.
Change-of-mind returns, personal preference changes, or errors in customer-submitted personalization may not qualify for a refund or replacement.
However, if an item is defective, damaged, incorrectly produced, or otherwise covered by applicable consumer protection laws, we will review the available remedies.
4. Product Differences
Product photographs and digital previews are intended to help you understand the design and appearance.
Minor variations may occur due to materials, screen settings, and manufacturing processes.
If you believe your item is materially different from its description or the customization confirmed in your order, please contact us with photographs.
5. Resolution Options
Depending on the circumstances and applicable rights, an eligible claim may be resolved through:
- A replacement item
- A refund to the original payment method
- Another resolution agreed upon with the customer
Our support team will explain the available options after reviewing your request.
6. Returns
Please do not send an item back without contacting our support team first.
If a physical return is required, we will provide instructions and an appropriate return address.
Our published business address should not be assumed to be a returns processing facility.
7. Refund Processing
When a refund is approved, it will be issued through the applicable original payment method.
The time needed for the refund to appear may depend on the payment provider or financial institution.
8. Contact Us
Email: support@printourstory.com
Customer Support: Mon - Sat: 9AM - 5PM EST
Response Time: We aim to respond within 24 business hours.
We appreciate the opportunity to review your concerns and help make things right.