Orders can only be canceled if production has not yet started.

Once printing begins, the order cannot be modified, canceled, or refunded.

If an error occurs on our end, such as a production defect or lost shipment, we will reprint or refund the affected order.

You can update a shipping address as long as the order hasn’t shipped yet.

• Go to your dashboard → select the order → Edit Address.
  
• If the order has already shipped, we can’t redirect it, but you can place a new order to resend to the correct address.
  

What if my customer entered the wrong address?

If a customer provides an incorrect address and the order can’t be delivered:

• The carrier may return it to our facility.
  

Once we receive it, we’ll notify you and you can decide where to have it reshipped.

Reshipping costs apply. If no action is taken within 30 days, the item will be discarded.

You can cancel an order directly from your Orders page before it enters production.

1. Go to Dashboard → Orders.
2. Select the order and click Cancel Order.

Once canceled, you can resync the updated order to any changes requested by your customer (such as size, color, or artwork updates).

Timing note: Orders are reviewed and approved for production every hour in our internal production dashboard. Depending on when your order was submitted, you may have anywhere between 5 minutes and 1 hour to cancel and resync before it’s locked for production.

After an order is approved, no changes to size, color, or artwork are possible. Only the delivery address can be updated before the order ships.

If your customer requests modifications after approval, here’s the best way to handle it:

• Update the shipping address to your own if you’d like to keep the printed items for events, samples, or exchanges.
• Then, create a new order directly through your Shopify store for your customer with the corrected details.

This approach turns a potential issue into a win-win:

• Your customer receives an updated order and full shipping notifications (since it’s processed through your store).
• You keep the original item for future use or resale.

Note: A “Duplicate Order” feature is not currently available. Because orders can originate from multiple integrations (Shopify, Etsy, WooCommerce, or manual entries), duplicating an order inside your Printeez dashboard would not create a new order in your connected store or notify your customers. We plan to introduce a safe, synchronized version of this feature in a future update.