Policies

Order Cancellation Policy | Print Family

At Print Family, we understand that sometimes plans change. Our policy is designed to be clear and fair while accounting for the time-sensitive nature of custom printing and production.

When Can I Cancel My Order?

We offer two distinct windows for cancellation, each with different outcomes:

• Priority Cancellation (Full Refund): You may request a cancellation within 12 hours of placing your order. If production has not yet started, no fee will be charged, and a full refund is guaranteed.
• Post-Production Cancellation (Partial Refund): Once your custom item enters the printing or fulfillment process (typically 12–24 hours after the order is placed), cancellations are no longer guaranteed. We will attempt to halt production, but material and labor costs may apply (see Fees and Refunds section below).

How to Request an Order Cancellation

To ensure the fastest processing, please use the following methods:

• Email Request: Send an email to [email protected] with the mandatory subject line:
  Subject: Cancellation Request – [Your Order Number]
• Phone Support: Call us directly during business hours at +1 (310) 620 3752.
• Required Information: Please include your Order Number and the reason for cancellation in your request.
• Confirmation: We will confirm receipt of your request and provide an official status update within 12 business hours.

Cancellation Fees and Refund Policy

Your eligibility for a refund depends on the status of your order at the time of cancellation approval:

Note on Shipped Items: Once a custom-printed item has shipped, cancellation is not possible. You may, however, utilize our comprehensive Return Policy once the product arrives.

What Happens After My Cancellation Request?

If Cancellation is Approved:

• You will receive an official email confirmation of the cancellation.
• The refund will be processed back to your original payment method within 3–5 business days.

If Cancellation is Denied (Production Complete):

• We will immediately provide guidance on available return or exchange options.
• We may offer special discounts or store credits as a goodwill gesture for your next purchase.

Order Modifications (Instead of Cancellation)

If you only need to make a small change—such as correcting a personalized typo, adjusting a color, or switching sizes—please contact us immediately.

• If your order has not yet entered production, we can typically make these adjustments at no extra cost.
• If you need to change your order, please call us at +1 (310) 620 3752 as soon as possible.

Questions & Support

For any further concerns regarding order cancellations, modifications, or our refund process, please reach out to our customer support team:

• Email: [email protected]
• Phone: +1 (310) 620 3752

What We Collect

• Personal details: name, shipping address, email, phone number.
• Payment information: securely handled through third-party gateways and never stored on our servers.
• Website usage data: cookies, pages viewed, and general browsing behavior.

Why We Use It

• To process orders, manage shipping, and provide communication updates.
• To personalize your experience and recommend products that may be of interest.
• To send newsletters or promotions, only if you have opted in.

How We Share It

• With shipping partners and payment providers, strictly for the purpose of fulfilling your order.
• We never sell, rent, or trade your personal data to unrelated third parties.

How We Protect It

• SSL encryption on all pages to keep your data secure during transmission.
• Regular data backups and strict access controls within our team.

Your Rights

• You may access, correct, or delete your personal information at any time.
• You may withdraw consent for marketing emails using the "unsubscribe" link provided in every message.

Contact Information

If you have any questions regarding our privacy practices, please contact us:

• Email: [email protected]
• Company: Print Family
• Address: 6545 Market Ave N, Suite 100, Canton, OH 44721
• Phone: +1 (310) 620 3752

Print Family Shipping & Delivery Policy

We are committed to delivering your custom print-on-demand products quickly and reliably. Below you will find all the information regarding our processing times, delivery estimates, and shipping rates.

Order Processing and Fulfillment Time

Our products are custom-made just for you after your order is placed.

• Fulfillment Time: All print-on-demand products are typically processed and fulfilled within 1–3 business days.
• Shipping Confirmation: Once your order leaves our facility, a shipping confirmation email will be sent to you, which includes a dedicated tracking link to monitor your delivery status.

Estimated Delivery Times (After Fulfillment)

Delivery time begins after the 1–3 business day fulfillment period.

Standard U.S. Shipping Rates

We offer transparent, simple pricing for our shipping services:

• Free U.S. Shipping: Enjoy FREE Standard Shipping on all orders over $100.
• Local (Within State): Flat rate of $5.00
• Nationwide (Other U.S. States): Flat rate of $10.00
• Express & International Rates: Calculated at checkout based on your destination and the total weight of your order.

Special Situations & Delivery Delays

While we strive for punctual delivery, certain factors are beyond our control and may affect delivery times.

• Common Delays: Your order delivery may be delayed by a few additional business days during:
  • Peak Holiday Seasons (e.g., Black Friday, Christmas, Lunar New Year).
  • Extreme Weather (e.g., floods, snowstorms).
  • Unforeseen Events (e.g., natural disasters, global pandemics, logistical disruptions).
• We will do our best to keep you updated on any known significant delays.

Lost or Damaged Packages Policy

Your satisfaction is our priority. If you encounter an issue with your shipment:

• Action Required: If your tracking shows "delivered" but you have not received your package, or if the contents arrive damaged, please email [email protected] within 7 days of the listed delivery date.
• Resolution: We will promptly open an investigation with our shipping partners and work to resolve the issue as quickly as possible.

Important: Delivery Address Issues

Please ensure your shipping information is correct at the time of order:

• Address Accuracy: Double-check your shipping address during the checkout process.
• Rerouting: We cannot guarantee rerouting once an order has been processed for fulfillment.
• Reshipping Fee: If a package is returned to us due to an incorrect or incomplete address provided by the customer, a reshipping fee will apply to send it back out.
• Disclaimer: We are not responsible for delays, losses, or costs caused by incorrect or incomplete delivery address information.

Contact Us for Shipping Support

For urgent shipping questions or assistance with tracking your order:

• Email: [email protected]
• Phone: +1 (310) 620-3752

Conditions for Returns

• Products must arrive damaged, defective, or significantly different from their description.
• You must initiate the return within 30 days of receiving your order.

Non-Returnable Items

• Personalized or custom-printed ("made-to-order") items.
• Orders that are delivered correctly as per your confirmation.
• Used or washed or damaged by you, not by us.

Return Process

• Contact us at [email protected]. Include your order number, photos or videos showing the issue, and a short explanation.
• Our team will reply with clear return instructions. Do not return any items without our confirmation, as we may refuse returns for correctly fulfilled orders.
• Once we receive and verify the condition of the returned item, you may choose either a replacement or a refund (minus applicable shipping fees).

Print Family Return and Exchange Policy

Your satisfaction is our top priority. Because our products are custom-printed (made-to-order), our return policy is focused on ensuring you receive the exact high-quality product you intended.

Conditions for Product Returns

We accept returns or exchanges only when the item is clearly defective or incorrect:

• Product Condition: Items must have arrived damaged, defective, or be significantly different from the confirmed order description (e.g., wrong size, color, or design entirely).
• Time Limit: You must initiate the return process by contacting us within 30 days of receiving your order.

Non-Returnable and Non-Refundable Items

Due to the personalized nature of our business, we cannot accept returns or issue refunds for the following items:

• Personalized or Custom-Printed Items: Products that are considered "made-to-order" and were delivered correctly as confirmed in your order details.
• Correctly Fulfilled Orders: Any order delivered matching the size, color, and design specification chosen by you.
• Used or Damaged by Customer: Items that have been used, washed, worn, or damaged by the customer after delivery.

Easy Return Process Steps

To initiate a return or exchange for a defective or incorrect item, please follow these steps:

• Contact Support: Email us immediately at [email protected].
• Provide Documentation: Your email must include:
  • Your Order Number.
  • Photos or videos clearly showing the damage, defect, or discrepancy.
  • A short explanation of the issue.
• Wait for Confirmation: Our team will review your request and reply with clear return instructions within our business hours.

Important: Do not return any items without our prior confirmation. We may refuse packages sent without following the confirmed return procedure.

Resolution: Replacement or Refund

Once we receive and verify the condition of the returned item against your documentation:

• Your Choice: You may choose either a replacement of the original item or a full refund.
• Refund Details: If you choose a refund, the amount will be for the product cost, minus any original applicable shipping fees.

Questions About Your Custom Order

For any concerns regarding damaged goods, incorrect items, or to clarify our return policy, please contact us directly:

• Email: [email protected]

Definitions

• "We" / "Us" / "Our": refers to Dragon Media, the operator of this website.
• "You" / "User": refers to any individual or entity browsing, purchasing, or selling on our platform.
• "Sellers": users who create and list their own Print-on-Demand (POD) products.
• "Buyers": users who purchase products from sellers through the platform.

User Responsibilities

By using our site, you agree to:

• Provide accurate, current, and complete information during registration or checkout.
• Use the site only for lawful purposes.
• Not copy, scrape, or misuse content, images, or designs without permission.
• Not upload or sell content that violates copyrights, trademarks, or other intellectual property rights.

Seller Content and Intellectual Property

• Sellers are solely responsible for the designs and content they upload.
• Sellers must own the rights to the artwork they list, or have clear permission to use it.
• Dragon Media may remove listings that are reported or found to infringe upon intellectual property rights.
• By uploading content, sellers grant Dragon Media a non-exclusive, royalty-free license to display and promote their content on our website and social media channels.

Orders, Pricing, and Payments

• All products are made to order. Orders cannot be modified once production begins.
• Prices may vary depending on product type, customization, and seller.
• Payments are collected at checkout and processed securely through third-party gateways.
• Buyers are responsible for providing accurate shipping details.

Shipping, Refunds, and Returns

• Our Shipping, Return, and Refund policies are published separately and form part of these Terms.
• Delays may occur due to production or logistics; we will do our best to keep you informed.
• Refunds and returns are processed fairly and transparently—please review the specific policies for full details.

Account Termination

We reserve the right to suspend or terminate any user account that:

• Violates these Terms.
• Uploads inappropriate, offensive, or illegal content.
• Repeatedly infringes copyrights or trademarks.
• Engages in fraud, spam, or abuse of the platform.

Communications

• By registering, you agree to receive order updates and occasional promotional emails.
• You may unsubscribe at any time using the link at the bottom of our messages.

Limitations of Liability

• Dragon Media is not liable for indirect damages, loss of profits, or missed opportunities.
• Product colors and placement may vary slightly due to screen resolution and print processes.
• While we strive for accuracy, we cannot guarantee error-free operation at all times.

Changes to These Terms

• We may update these Terms periodically.
• Any changes will be posted here, and continued use of the site constitutes acceptance of those updates.

Contact Us

For questions, concerns, or legal notices, please contact: [email protected]

At Dragon Media, we respect the rights of original creators and copyright holders. As a Print-on-Demand marketplace where independent sellers upload and sell their own artwork, we are committed to ensuring that all content on our platform is authentic and non-infringing.

In accordance with the Digital Millennium Copyright Act (DMCA), we respond promptly to valid takedown requests and have procedures in place to remove infringing content.

How to Submit a DMCA Takedown Notice

If you are a copyright owner (or authorized to act on behalf of one) and believe that content on our site infringes your copyright, please send us a written notice including:

• Your full legal name and contact information (email and/or phone number).
• A description of the copyrighted work you believe has been infringed.
• The URL(s) of the allegedly infringing content.
• A statement that you have a good faith belief that the use is not authorized by the copyright owner, its agent, or the law.
• A statement, under penalty of perjury, that the information in the notice is accurate and that you are authorized to act on behalf of the copyright owner.
• Your physical or electronic signature.

Please send your notice to: [email protected]

What Happens Next

• Upon receiving a valid DMCA notice, we will promptly remove or disable access to the infringing content.
• We will notify the seller responsible for the listing and give them the opportunity to file a counter-notice if they believe the takedown was made in error.
• If a valid counter-notice is filed, we may reinstate the content unless the original complainant files a lawsuit within 14 business days.

Counter-Notice Instructions (for Sellers)

If your content was removed and you believe it was due to an error or misidentification, you may submit a counter-notification including:

• Your name, address, phone number, and email.
• Identification of the content removed and where it appeared.
• A statement, under penalty of perjury, that you believe the content was removed by mistake or misidentification.
• A statement consenting to the jurisdiction of your local federal court.
• Your physical or digital signature.

Send your counter-notice to: [email protected]

Important Notes

• Repeated copyright violations may result in account termination.
• False claims, whether as a complainant or respondent, may result in legal consequences.
• Please submit only truthful and well-supported claims.

Final Words

Dragon Media is a home for creativity, not conflict. If you see something that seems inappropriate, please let us know. Thank you for helping us keep this marketplace safe, respectful, and original.