Before proof approval
A customer may request proof changes or cancel an unapproved custom order before approving the proof. For an eligible payment method, Acme will cancel the uncaptured authorization and will not capture the order total. A bank may temporarily continue to display a pending authorization after cancellation, and the bank controls when that hold disappears. Cancellation is confirmed when Acme provides written confirmation.
After proof approval
Approval authorizes production, which may begin immediately. Acme ships approved orders within 3–5 business days of approval. Once production begins, an order cannot ordinarily be changed, canceled, returned, or refunded because the customer changed their mind, selected the wrong specifications, or approved an error visible in the proof.
Manufacturing problems
If delivered stickers materially fail to conform to the approved proof or order specifications because of a verified manufacturing error, shortage, or use of the wrong product, Acme will review reasonable evidence such as photographs, quantities, packaging, and the approved proof. Where Acme is at fault, the default remedy is to reprint the affected items at no charge. A customer who would rather have their money back may request a refund instead of a reprint. Either way the remedy reflects the portion of the order actually affected, so a fault touching part of a run is put right for that part.
Ordinary production variation
Minor differences in color, finish, cut position, dimensions, material appearance, and results between screens, printed pieces, or separate production runs can be inherent in custom printing. Ordinary variation is not necessarily a defect. Acme does not publish a numerical tolerance for these variations; a claim is assessed against the approved proof, the order specifications, and the condition of what arrived.
Shipping damage, shortages, and address errors
Customers should inspect deliveries promptly and preserve the product and packaging while Acme and the carrier review a damage or shortage claim. Acme may request photographs or other reasonable evidence. Customers are responsible for complete and accurate addresses and may be responsible for added costs caused by incorrect addresses, refused delivery, or unsuccessful delivery attempts.
How to request help
Include the order number, a clear description of the issue, the quantity affected, and photographs when relevant. Report problems within 14 days of delivery. Acme will still look at a later report where the circumstances warrant it, but 14 days is the window Acme commits to, and reporting quickly makes a carrier claim far easier to win.