Refund policy

At The Stackhouse, we take great pride in the quality and craftsmanship of our custom-made art prints. Because every item is made to order, we cannot accept returns. However, we stand behind our work and are committed to making things right if something goes wrong.

The Stackhouse Promise

Issue Reporting: If there’s a problem with your order, please contact us within five business days of delivery. Provide a detailed explanation and include photos of the print and packaging. This helps us quickly identify the issue and determine the best resolution.

When We’ll Reprint for Free: We’ll reprint and reship your order at no cost if:

There is a production defect (banding, smudges, scratches, wrong media, misaligned wrap).
The order was damaged during shipping (reported within 7 days, with photos).
The package is lost in transit past carrier cutoffs (Economy 10 days, Standard 5, Express 2, International 15).

Note: Shipping for approved reprints is always covered by The Stackhouse.

What’s Not Covered: The following situations are outside of free reprint coverage:

Customer file issues (low resolution, pixelation, typos, wrong orientation).
Incorrect order details (wrong size, crop, border, paper type, or shipping address).
Preference changes after printing (different paper or finish).
Screen vs. print differences caused by monitor calibration or lighting.
Packages marked “Delivered” but not found. (We’ll assist with a carrier claim and can offer a discounted reprint.)
International orders are abandoned at customs due to unpaid duties/taxes.

Refund & Store Credit Policy:

Refunds and store credits apply to the product cost only.
Shipping fees are non-refundable as they are paid directly to the carrier.
Store credit may be issued when appropriate (via gift card).

Discounted Reprints: If the issue is due to file setup, order details, or preference changes, we’ll offer a discounted reprint. In these cases, the customer is responsible for shipping.

Cancellation Policy: Orders can only be canceled if production has not yet started. Once an order enters production, it cannot be canceled or refunded.

At The Stackhouse, we stand by the quality of our products and our dedication to customer satisfaction. Thank you for trusting us with your creative work. We look forward to producing prints you’ll be proud of.

📞 Call Us: 850-361-8060

✉️ Email: support@thestackhouse.com