Reprints, refunds and order problems

If we get it wrong we reprint it free or refund it. What is covered, what is not, and how to report a problem.

Every onetaptee order is made for you. If it arrives printed or stitched wrong, damaged, or not as ordered, we reprint it for free or refund it. You usually do not need to send it back.

How to report a problem

1. Contact us within 30 days of delivery through the contact page or the chat.
2. Include your order number and a clear photo that shows the problem. For several pieces, one photo of all of them together is enough.
3. Tell us if you would rather have a refund than a reprint for the affected pieces.

What is covered

• The wrong product, color or size compared with what you ordered.
• A print or embroidery more than 0.5 inch away from the position shown in your approved preview.
• A print or embroidery that is wrong, incomplete or faulty, such as missing parts, peeling or loose stitching on arrival.
• A garment or product that arrives damaged or defective.
• A garment that measures 1 inch or more away from its listed size.

What is not covered

Because every item is customized for you, we cannot offer returns or exchanges for:

• A size or color you chose that turned out not to be the one you wanted.
• A change of mind after ordering.
• Results that come from the artwork file itself: blurry or low-resolution files, small text, backgrounds left in the file, or spelling as submitted.
• A placement or size you approved in the preview.
• Small differences that are normal for made-to-order decoration: placement within 0.5 inch, measurements within 1 inch, slightly different colors than on screen.
• An incorrect or incomplete address entered at checkout.

Full details are in our refund policy.