Getting Help: Issues, Returns & Contacting the Shop

If something's wrong with your order — or you just have a question — here's the fastest way to get it resolved.

Before you reach out: gather this info

Having these ready gets you a faster answer:

• Your order number
• The email address you ordered under
• What you expected versus what actually happened (a photo helps if the issue is with the physical product)

Who to contact

Since every Web2ink-powered store is run by an independent print shop, order, shipping, quality, and return questions go directly to that shop — not to Web2ink itself (Web2ink provides the platform the shop runs on, similar to how a mall doesn't handle returns for an individual store). Look for a Contact link in the site's header or footer for the shop's direct contact details.

Common situations

My order arrived damaged or with a printing defect. Contact the shop with your order number and photos of the issue. Most shops will make it right, but the specific policy (reprint, refund, partial credit) is set by that individual shop.

I need to change my order after placing it. Contact the shop as soon as possible — orders can move into production faster than you might expect, especially without a proof-approval step in between.

I ordered the wrong size/color. Contact the shop right away — if production hasn't started, this is often an easy fix; once printed, it may not be.

My team/group store order and I have a question about pricing or timing. For group/fundraiser stores, questions about pricing, deadlines, or what's included are usually best directed to your team/organization's store organizer first, since they set those details — the shop fulfills what the organizer configured. See Shopping on a Team, School or Group Store.

I can't sign in / find my order. See Creating Your Account & Signing In first — most access issues are solved by a password reset or confirming the email you used.

What Web2ink itself supports vs. what the shop supports

• The shop (the business you actually bought from) handles: order issues, returns/refunds, production questions, shipping problems, and anything specific to your purchase.
• Web2ink provides and maintains the underlying platform the shop's site runs on — if you're a print shop owner rather than a shopper, see the Shop Owners & Admins section of this help center instead.

Related: Tracking Your Order & Understanding Order Statuses, Approving Your Design Proof.