Cancelling an order

• You can cancel before your order ships or enters production. Email orders@heattransfervinyl4u.com or call us as soon as possible with your order number.
• Once a custom or DTF order enters production — often within an hour of ordering — it can no longer be cancelled, since printing has already begun.
• Equipment cancellations are at our discretion; once an order enters production or fulfillment, a 15% restocking fee may apply.

Lost, delayed, or damaged shipments

If your tracking shows a problem or your package arrives damaged, we will help you open a carrier claim. Here is how it works:

• Report it within 24–48 hours of the delivery date (or expected delivery date) so we can file promptly.
• Carrier investigations typically take 7–10 business days to resolve.
• Keep all packaging and take photos of any damage — carriers require documentation to approve a claim.

What we will need from you

After a claim is approved

Once the carrier approves a claim, we will reship your order or issue a refund — your choice. We cannot release a replacement or refund until the carrier completes its investigation, but we will keep you updated the whole way through.