Returns

We do NOT accept returns or refunds on custom orders.  Once a custom order is sent to production/print, it cannot be cancelled.

Our return policy lasts 5 days for non-custom items. If 5 days have gone by since the delivery of your item, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and cannot be a custom item.

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer and do not return the item without contacting us first.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2 day business days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Cancellations

User must notify the Company via email or company support@myrollingtray.com of User’s intent to cancel order prior to the order being sent to production.  We will do everything we can to cancel your order in time if it has not yet been produced. Once a custom order is printed, we cannot make any changes to the order. Once an order has been sent to production, printed, and/or produced, we CANNOT cancel it.  Company reserves the right to refuse an order cancellation if we are not able to stop processing or shipping. 

If there is an error in the design or typography on the User design and/or Submission, Company is not liable. 

Cancellations - Unprocessed Orders

If your order is delayed due to any reason and not processed, we can cancel your order and issue you store credit for the amount paid. All refunds will be in the form of store credit, not via original payment method. Store credit does not expire.

Any delayed or unprocessed User order that has been “on hold” for more than 2 weeks from the date of initial Company email notification, will be canceled and issued store credit.  Store credit voucher codes will be sent via email.  User is responsible for checking User’s own email inboxes.

Cancellation of Order due to User submitted Copyright Design 

User confirms the following statement via electronic confirmation during the design submission process: “I verify I have the rights to use any image(s) or logo(s) I’ve uploaded, if any.”  User designs that User elects to mark as “public” will be visible on Site.  Designs marked Public are searchable online which means they will show up in online searches or populate in advertisements which auto-populate User Public designs at random.  Company screens customer order designs for copyright issues prior to submitting to production. User has the option to change their design or cancel their order.  If User opts to cancel order, user will be issued store credit for the order to submit a new design that does not have copyright content

Cancellation Refund Method

User orders that are eligible for cancellation will be issued issued a refund using 1 of the methods listed below:

Cancellation and Refund via Store Credit

Eligible Refunds are issued in the form of store credit for the order amount.  Store credit does not expire.

Cancellation and Refund via Original Payment Method

Eligible Refunds via Original Payment Method have a 10% cancellation processing fee - the refund amount will be 10% less the order amount.  The 10% cancellation processing fee covers a portion of the company incurred cost/s due to the order cancellation

 

Returns

We pride ourselves in customer satisfaction. However; all our products are custom orders and any custom order is your unique creative expression.  Because they are one of a kind and unique to you, they are not returnable.

We want you to be 100% satisfied with your order. We are available every step of the way to ensure you get the best possible quality. Make sure that the design you submit or the design you choose is up to your own standards and expectations.  We cannot control the quality of the design you submit, but we are equipped to print at 300DPI if you can submit it.  All of our custom products are custom printed using your User design. Because of this, we do not accept any returns for designs that are low resolution, have typos, or if you’ve changed your mind on the design after User order has been submitted for process, printed, and/or produced.

If for any reason, you are not satisfied with your order, please contact us using support@myrollingtray.com to provide us with more information so our customer service team can better assist you.

If you are not satisfied with the quality of your custom order, please reach out via support@myrollingtray.com with your order number, the reason you are not satisfied, and photo/s of your custom order. We must receive this within 5 days from when your product was delivered. Once received, our customer service team will review the issue and process accordingly based on Company policy and terms of service.  Used products are not eligible for return or refund.  Eligible items must be new and unused.

Returns - User’s Printed Custom Design Issue

All of our custom products are custom printed using your User design. Because of this, we do not accept any returns for designs that are low resolution, have typos, or if you’ve changed your mind on the design after User order has been submitted for process, printed, and/or produced.

If there is an error in the design or typography on the User design and/or Submission, Company is not liable. 

Returns - Print Image

If you are not satisfied with the quality of your custom print (ie banding, ink spits, or media flaws that exceed 1/8″ in size), please reach out via our support@myrollingtray.com with your order number, the reason you are not satisfied, and a photo of your print. We must receive this within 5 days from when your product was delivered. Once received, our customer service team will review the issue and process accordingly based on Company policy and terms of service.

Print area limitations (ie curved areas, raised edges, etc) are outlined in the product description and specifications.  If User design has elements placed on the noted print area limitations, those elements/print image/s may be stretched, cut off completely, or appear blurry, etc.  We do not accept any returns for Print Image issues on specified limitation print areas.

Custom printed vinyl products may bubble due to temperatures during shipping, this is not a defect – our vinyl has microchannels and the bubble can be easily removed by smoothing it out with a credit card or clean squeegee. We do not accept any returns for bubbles on vinyl printed products.

If there is an error in the design or typography on the User design and/or Submission, Company is not liable. 

Returns - Print Color

Company prints the exact User approved design, the printed colors can look different when viewed in person compared to when viewed on your computer monitor due to respective monitor color settings, etc.  All of our custom products are custom printed using your User design.  Different printing technologies and processes are used to enable the custom printing of your User design on your custom order.  We do not change the color of your designs. Because of this, we do not accept any returns for print color.

Returns - Print Placement

Different printing technologies and processes are used to enable the custom printing of your User design on your custom order.  Print area limitations (ie curved areas, raised edges, etc) are outlined in the product description and specifications.  Because of this, we do not accept any returns for Print Placement on specified limitation print areas as well as any placement within ¼” of the design.

If you are not satisfied with the placement of your custom print (must exceed 1/4″ in size), please reach out via support@myrollingtray.com with your order number, the reason you are not satisfied, and a photo of your print. Please refer to product description and specifications for specific print area limitations.

We must receive this within 5 days from when your product was delivered. Once received, our customer service team will review the issue and process accordingly based on Company policy and terms of service.

Print area limitations (ie curved areas, raised edges, etc) are outlined in the product description and specifications.  If User design has elements placed on the noted print area limitations, those elements/print image/s may be stretched, cut off completely, or appear blurry, etc.  We do not accept any returns for Print Image issues on specified limitation print areas.

Eligible Return/s

If User’s Order is eligible for return, the product/s must be shipped back to the Company.  Company will provide customer with address to ship the returned order to.  Returned order must be received before the refund can be processed.  Used products are not eligible for return or refund.  Eligible items must be new and unused