Email your order number, a description, and clear photographs to fablab@youthdesigncenter.org. Keep all affected items and packaging until we finish reviewing the claim.
When we will make it right
If we verify that the delivered work materially differs from the approved proof or order specifications because of our production error, or that it was damaged during our delivery, we may reprint, repair, replace, credit, or refund the affected item. We choose the appropriate remedy based on the issue and production requirements.
What is not considered a production defect
- Spelling, layout, crop, dimensions, orientation, quantity, transparency, or placement approved in the proof.
- Low-resolution, corrupted, incomplete, or incorrect customer-supplied artwork.
- Reasonable differences between a screen and physical color, substrate, texture, garment, or finish.
- Normal cutting, folding, registration, placement, or manufacturing tolerances.
- Damage after pickup or completed delivery, improper storage, washing, installation, or use.
- A missed event or deadline when the date was not expressly confirmed by staff.
Cancellations and changes
Contact us immediately. An order may be canceled for a full refund before production work, file preparation, material ordering, or outside purchasing begins. After work begins, approved refunds exclude completed labor, processing fees where permitted, and nonreturnable materials. Changes may require a revised proof, price, and completion date.
Pickup, delivery, and shipping problems
Orders left unclaimed for 30 days after the ready notice may be discarded unless another arrangement is confirmed. A failed van delivery caused by an incorrect address, inaccessible building, or unavailable recipient may require a new delivery fee. For carrier shipments, keep the packaging and report visible transit damage within three business days. Carrier delays alone are not a production defect. Review our complete delivery and shipping policy.
How refunds are issued
Approved refunds are normally returned to the original payment method. Bank processing times vary. Refunds do not include unrelated costs, lost revenue, event expenses, or third-party purchases.