shipping & returns

Last Updated: June 3, 2025

At chilly prints, we strive to deliver high-quality wall art, designs, and clothing to your doorstep with a seamless shopping experience. Our products are fulfilled and shipped by our trusted third-party partner, Printful. Below, we outline our shipping and returns policies to help you understand what to expect when ordering from www.chillyprints.com. Please read this policy carefully before making a purchase.

1. Shipping Policy

1.1 Order Processing

Fulfillment Time: Once you place an order, it is sent to Printful for production. Most orders are fulfilled within 2–7 business days, depending on the product type and customization requirements. Customized products, such as personalized wall art or clothing, may take longer due to their made-to-order nature.

Shipping Time: After fulfillment, shipping times vary based on your location and the selected shipping method. Estimated delivery times are provided at checkout but are not guaranteed, as they depend on the carrier and destination.
- United States: Typically 3–7 business days.
- International: Typically 7–30 business days, depending on the country and customs processes.

Order Confirmation: You will receive a confirmation email with tracking information once your order ships. All Printful shipments include tracking, though accuracy may vary by carrier.

1.2 Shipping Destinations

We ship to most countries worldwide. Available shipping destinations and methods are displayed at checkout.

For international orders, you are responsible for any customs duties, taxes, or fees imposed by your country. Please check your local regulations before ordering.

1.3 Shipping Costs

Shipping costs are calculated at checkout based on the product weight, destination, and shipping method selected. Costs are non-refundable unless the order is returned due to our error (e.g., defective product).

We may offer free or discounted shipping promotions, subject to terms provided at checkout.

1.4 Lost or Delayed Shipments

Delayed Shipments: If your order is delayed beyond the estimated delivery date, check the tracking information provided in your confirmation email. Delays may occur due to carrier issues, customs processing, or other factors beyond our control.

Lost Shipments: If tracking shows no movement for an extended period, contact us at contact@chillyprints.com within 30 days of the estimated delivery date. If Printful confirms the package is lost, we will arrange a free replacement. Please note that we are not responsible for delays or losses caused by incorrect or incomplete shipping addresses provided by you.

1.5 Shipping Address Accuracy

You are responsible for providing a correct and complete shipping address. If an order is returned to Printful due to an invalid or undeliverable address, we will contact you to confirm the correct address. Reshipping costs may apply unless the error was ours.

2. Returns Policy

Due to the made-to-order nature of our products, chilly prints has a limited returns policy, as outlined below. All returns are processed through Printful’s facilities, and we follow their guidelines to ensure a smooth experience.

2.1 Non-Returnable Items

Customized or Made-to-Order Products: Due to their personalized nature, we do not accept returns or exchanges for products unless they are damaged, defective, or incorrect. This includes custom wall art, designs, or clothing created based on your specifications.

Buyer’s Remorse: We do not offer refunds or exchanges for items you no longer want, dislike, or ordered in the wrong size, color, or style. Please review product details, size charts, and mockups carefully before ordering.

2.2 Eligible Returns (Damaged, Defective, or Incorrect Items)

We stand behind the quality of our products. If your order arrives damaged, defective, or incorrect (e.g., wrong product, size, or design), you may request a replacement or refund under the following conditions:
- Timeframe: You must report the issue within 30 days of delivery. Claims submitted after this period will not be accepted.
- Documentation: You must provide a detailed description of the issue and clear, high-quality photos showing the damage, defect, or error. Examples include:
  - Physical damage (e.g., tears, stains, or printing errors).
  - Incorrect product, size, or design compared to your order.
- Process: Contact us at contact@chillyprints.com with your order number, description of the issue, and photos. We will forward your claim to Printful for review. If approved, Printful will provide a free replacement or, at your preference, a refund to your original payment method.
- No Return Required: For quality issues, you may not need to return the product unless specifically requested by Printful.

2.3 Returns Due to Carrier Error or Invalid Address

If your order is returned to Printful due to a carrier error (e.g., failed delivery attempts) or an invalid/undeliverable address provided by you:
- We will contact you to confirm the correct shipping address.
- Printful will reship the order at no additional cost if the return was due to a carrier error.
- If the return was due to an incorrect or incomplete address provided by you, reshipping costs will apply. Alternatively, you may request a refund, minus original shipping costs.

2.4 Return Process

Initiating a Return: To report an issue, email us at contact@chillyprints.com with:
- Your order number.
- A detailed description of the issue.
- Clear photos showing the damage, defect, or error.

Review and Resolution: We will submit your claim to Printful’s customer service team for review. Printful will determine whether a replacement or refund is appropriate. You will be notified of the outcome, typically within a few business days.

Return Shipping: If a return is required, we will provide a return shipping label to the appropriate Printful facility. Do not send returns to our business address, as it is not used for product returns. Return addresses vary by fulfillment location:
- United States and Mexico: 217 Wrangler Drive, Coppell, Texas, 75019, USA.
- Canada: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4, Canada.
- Latvia: Lidostas parks, Marupe, Marupes nov., LV-2167, Latvia.
- Spain: Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
- United Kingdom: Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ, UK.
- Australia:
  - Apparel: 40 Tanimbla Street, Kedron, Queensland 4031, Australia.
  - Non-apparel (except phone cases): 338 Albert St, Brunswick VIC 3056, Australia.
  - Phone cases: 6 Axis Crescent, Dandenong South VIC 3175, Australia.
- Japan: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101, Japan.
- Brazil: Rodovia Santos Dumont, 4791, Armazém 111, Galpão 02, Caxias Park, Parque Paulista, CEP 25251-460, Duque de Caxias, RJ, Brazil.

Important: Do not use the above addresses for non-return correspondence (e.g., letters or notices), as they will be returned to the sender.

2.5 Refunds

Eligibility: Refunds are only issued for damaged, defective, or incorrect items, or for orders returned due to carrier error or invalid address (minus shipping costs, if applicable).

Processing Time: If approved, refunds are issued to the original payment method within 7–14 business days after Printful processes the claim. Refunds may take additional time to appear in your account, depending on your payment provider.

Non-Refundable Costs: Shipping costs are non-refundable unless the issue is due to our error or a carrier error.

2.6 Tips for a Smooth Experience

Review Before Ordering: Carefully review product mockups, size charts, and design details before placing your order to avoid errors.

Check Tracking: Monitor your order’s tracking information to stay updated on delivery status.

Report Issues Promptly: Contact us within 30 days of delivery for any issues to ensure eligibility for replacements or refunds.

Accurate Address: Double-check your shipping address at checkout to avoid delays or returns.

3. Additional Information

Custom Products: Because our products are made to order, we strongly recommend reviewing all customization details (e.g., designs, sizes, colors) before submitting your order. We are not responsible for errors in customer-provided designs or specifications.

Carrier Variability: Shipping times and tracking accuracy may vary depending on the carrier. We work with Printful to ensure reliable delivery but cannot control external factors like customs delays or carrier issues.

Contact Us: For any questions about shipping or returns, email us at contact@chillyprints.com. Our team will assist you promptly and coordinate with Printful to resolve issues.

4. Contact Us

If you have questions, concerns, or need assistance with your order, please reach out to us:

Email: contact@chillyprints.com