Every NexaGraphics order is custom printed for you, so we can't resell it. That's why our policy is simple: if something is wrong because of us or the carrier, we make it right at no cost to you.
What we cover
- Damaged in shipping: the item arrives broken, bent, scratched or otherwise damaged.
- Defects: printing defects such as smudges, banding, peeling or wrong colors compared with your approved proof.
- Our mistakes: wrong size, wrong material, wrong quantity, a typo we introduced, or the wrong item.
- Lost packages: tracking shows no delivery or the package never arrives.
For any of these, you choose a free reprint or a full refund, including shipping.
What we can't accept for return
Because each item is made to order with your design, we don't accept returns or exchanges for:
- Change of mind, or ordering the wrong size, material or quantity.
- Errors in text, spelling, images or layout that were in the artwork you supplied or in a proof you approved.
- Low print quality caused by low-resolution artwork you supplied after we flagged it to you.
- Normal wear, misuse, or damage after installation.
Not sure about your size or file? Contact us before ordering and we'll help. You can also ask for a digital proof before we print.
How to report a problem
- Contact us within 14 days of delivery at info@nexagraphics.com or (945) 369-4132.
- Include your order number, a short description, and clear photos of the item and the shipping box (for damage).
- We reply within 1 business day and confirm whether we'll reprint or refund.
- If we need the item back, we email you a prepaid return label. You never pay return shipping for our errors or damage. Most of the time we don't need the item back at all.
Processing times
- Reprints go into production right away and ship within our normal production time (most orders ship within 3–5 business days), with free shipping.
- Refunds are issued within 10 business days of approval, to your original payment method. Your bank may take a few more days to show it.
Cancellations
You can cancel for a full refund any time before your order goes into production. Contact us as soon as possible; once printing has started, the order can't be cancelled.
Orders placed on Etsy
Orders placed through our Etsy shops follow the policies shown on that Etsy shop and listing.
Contact
NexaGraphics · Plano, Texas 75023, USA
Email: info@nexagraphics.com · Phone: (945) 369-4132 · Mon–Fri · 9am–5pm CST