How to report an issue
Provide the order number, affected quantity, a clear description and photographs showing the product, packaging and issue. We may ask to inspect or return affected pieces before completing the review. Do not discard the order unless instructed.
How verified issues are resolved
When Vivid Images confirms a production error, damage or material defect, the normal remedy is correction or reprint of the affected quantity. When a timely reprint is not practical, we may provide an appropriate credit or refund for the affected item. Shipping charges are addressed when the underlying issue is covered. Remedies are based on the nature and extent of the verified problem.
Examples of issues we review
- Production does not materially match the approved proof or paid configuration.
- Incorrect quantity, material, finishing or size caused by our production process.
- Material production defects or damage that existed at pickup.
- Carrier damage reported promptly with photographs and retained packaging.
- A paid service commitment missed for reasons within our control, subject to review of the affected service charge and order circumstances.
Items generally not eligible for a free reprint or refund
- Spelling, dates, contact details, layout or image issues present in a customer-approved proof.
- Low-resolution, corrupt or incorrectly prepared customer artwork when the limitation was disclosed or reasonably visible.
- Reasonable commercial-print variation in color, cutting, folding, registration, material texture or finished dimensions.
- Differences between a screen display and printed color, especially without an approved physical color proof.
- Customer preference changes after approval or production.
- Delay caused by late approval, missing content, a requested change, payment failure, incorrect address or unavailable recipient.
Changes and cancellations
Request changes or cancellation immediately. Before design or production begins, we can generally cancel and refund the unearned portion, less non-recoverable processing or third-party costs where applicable. After work starts, any credit or refund is reduced by completed design time, produced quantity, purchased material and other committed costs. Fully produced custom goods cannot ordinarily be restocked.
Pickup, shipping and unclaimed orders
Inspect pickup orders promptly. For shipped orders, report visible carrier damage and retain all packaging. Carrier delays outside our control are handled through the available carrier process. An estimated delivery date is not the same as a guaranteed pickup commitment unless expressly identified at checkout.
Design services, proofs, gift certificates and credits
Completed design labor and delivered digital work are non-refundable except for a verified failure to provide the purchased service. Additional revisions beyond an included allowance may require payment before work continues. Gift certificates and store credits are governed by their displayed terms and applicable law; they are not redeemable for cash except where required by law. Refunds for an order paid with a gift certificate are generally returned to the original certificate or store credit.
Contact us first
We want a fair chance to investigate and correct a problem. Submit details through the contact form or call 225.354.0856 before initiating a payment dispute. This does not limit any rights that cannot be waived under applicable law.