FAQS

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Live shipping rates

Live rates are real-time shipping rates, displayed during the order checkout. These rates are calculated by the order fulfillment location, shipping destination, shipping method, and carrier pricing.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming with your customer that the shipping address was correct. It would also be good to double check that your customer got in touch with their local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but your customer thinks they haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

You can check out our return policy for up-to-date details about reshipment's.

 

Customs fees

Depending on your order destination and fulfillment location, customers might have to pay customs fees. The fees may vary depending on the order value, country limits, etc. Learn more about customs fees.

Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. Your end customer is responsible for these fees. Any fees are paid to appropriate customs agency by the end customer.

 

Where are returns sent?

The return address of your store is by default Printful's, and is based on where your package was fulfilled:

  • Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility. Its address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
  • Packages sent out from our Latvian facility are automatically returned to Lidostas parks, Marupes novads, Latvia LV-2167.
  • Packages sent out from our Spanish facility are automatically returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
  • Packages fulfilled by our partner facilities in Australia are returned to: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders).
  • Packages fulfilled by our partner facility in Japan are returned to: 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.

Once the return package reaches our facility, we’ll notify you via email.  Based on the reason for the return, we'll decide what the next steps should be. Check out our return policy for more info. 

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to ivtawear@islandvacas.com, then we'll gladly send a replacement at no cost to you