Returns
What’s your return policy?
Does Star-City Studios Shop have a return policy?
Star-City Studios Shop does not accept returns or exchanges for buyer's remorse, wrong sizes, or incorrect colors because all items are made to order. However, if a product arrives misprinted, damaged, or defective, Printful – the on-demand order fulfillment company used by Star-City - covers the cost and offers a free reshipment or refund.
All claims for defective items or lost packages must be submitted within 30 days of the delivery date. If a package is returned to Printful due to an incorrect address or if it goes unclaimed, you are liable for reshipment costs, and unclaimed orders are donated to charity after 30 days.
Q11. I received a wrong/damaged product, what should I do?
We don’t offer returns and exchanges, but if there’s something wrong with your order, such as: misprinted/damaged/defective items please let us know by submitting a claim to Printful: with photos of the damaged product, your order number, and any other details you may have about your order.
Report by email
To report the issue, please reach out through Printful’s contact form or start a chat with them. Include:
- A clear photo showing the entire damaged item,
- Your order number, and
- A short description of the issue.
Important notes
A full photo of the damaged item is always required to assess the issue and offer a solution. Without it, we won’t be able to proceed with a reprint or any other resolution.
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on the products or anything else on the item, please reach out through Printful’s contact form or start a chat with them
The return address is set by default to the Printful facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If Printful's facility isn't used as the return address, you would become liable for any returned shipments you receive.
Once Printful received your email and reviewed the report, Printful will follow up with the next steps. If the damage qualifies, cover the reprint and shipping costs.
Q12. Can I exchange an item for a different size/color?
At this time, the Star-City Studios Shop doesn't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know within a week after receiving your order.
Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund! If you notice an issue on the products or anything else on the order, please reach out through Printful’s contact form or start a chat with them.
Q13. Can I return sealed goods?
Printful does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Q14. Any other questions?
Get in touch with us @ support@shop.starcitystudios.com