Returns should be addressed to Printful Returns. You can find our exact addresses for returns here.
All other types of correspondence (notices, letters, etc.) sent to our address will be returned to the sender, as we're not legally permitted to open correspondence that's not addressed to us.
Also, you shouldn't use Fit Froggie's address as the legal address for your business or to send legal mail.
a.Where Are Return Sent?
The return address of your store is, by default, provided by Printful and is based on where your package was fulfilled:
Packages sent out from our US fulfillment centers are returned to our office address or contact www.fitfroggie.com. The correct return address will be mentioned on the order packaging. If this information isn't, for some reason, available to your customer,
If you display a return address on your website, we advise you to publish a disclaimer that it should be used only for product returns. All other types of correspondence (notices, letters, etc.) sent to our address will be returned to the sender, as we're not legally permitted to open correspondence that's not addressed to us.
Once a 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.
You can also set your own return address if it's in the US and not a PO box. Please note that if you set your own return address, you will be responsible for your own returns.
b.What if an order gets 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 cost 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 the shipping carrier to try to locate 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 reshipments.
c.My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. You will receive notice once the order arrives back to our facility. We would advise contacting your end customer to determine how they would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer, or had an incorrect address originally provided.
d.What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to [email protected], and we'll gladly send a replacement at no cost to you.
How are returns handled differently when comparing quality concerns or customers' changing their minds?
If we make a mistake, we'll pay for any returns or problems that come up as a result.
If your customer would like to exchange or return a product without any defect or due to a wrong size being ordered, it would be handled at your expense by placing a new order.
If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return to you; however, you will be responsible for the additional shipping costs. Unclaimed returns get donated to charity after 4 weeks.
e.How long do I have to submit a claim for a return/exchange?
Any claims for misprinted, damaged, or defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.
f.What if the recipient's address was wrong?
If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we'll contact you for an updated address.
If the package was not returned to sender, then you would have to process a new order to replace the original.
g.What happens if a package wasn't delivered to my customer, but the tracking states that it was?
If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Fit Froggie won't cover the cost of reshipping or refunding the order.
There may be cases where the delivery was made but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example, "left under the table on the back porch."
If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped. We can't help you file claims with shipping companies yet, but we hope to be able to in the future.