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 20% restocking fee may apply.

Damaged, defective, or wrong items

If your order arrives damaged, defective, or isn't what you ordered, please contact us within 7 days of delivery with your order number and photos. We review every claim case by case and will make it right. See our Returns & Refund Policy for details.

• Keep all packaging and take photos of any damage — carriers require documentation to approve a claim.
• If the damage happened in transit, we will help you open a carrier claim. Carrier investigations typically take 7–10 business days to resolve.

Lost or Delayed Packages

We understand that shipping delays can happen. While most orders arrive within the estimated delivery timeframe, occasional carrier delays or tracking interruptions may occur.

A package may be considered potentially lost if:

• No tracking updates: There has been no meaningful tracking movement or update for at least 7 business days.
• Significantly delayed delivery: The package has not arrived within 10 business days after the original estimated delivery date.
• Tracking marked as delivered: If your tracking shows delivered but you have not received your package, please contact us within 48 hours of the delivery notification.

If you believe your package is lost, please contact our customer support team with your order number. We will work with the shipping carrier to investigate and determine the appropriate next steps.

Please note that a lack of tracking updates does not necessarily mean a package is lost. Packages may occasionally experience delays or missed tracking scans while in transit.

If the carrier confirms that a package is lost, we will work with you to arrange an appropriate resolution, such as a replacement or refund, subject to our shipping policy and applicable consumer protection laws.

What we will need from you

After a claim is approved

Once the carrier approves a claim, we will work with you on an appropriate resolution, such as a reshipment or refund. In most cases we cannot release a replacement or refund until the carrier completes its investigation, but we will keep you updated the whole way through.