Cập nhật Fulfillment Policy

Fulfillment Policy

Production time

• • Printed Apparel and Mugs products (US, EU Center): 1-7 business days.

• • All-Over-Print Apparel (EU Center): 6-8 business days

• • All-Over-Print Apparel, Decoration, Accessories, Footwear (China Center): 5-10 business days

• • Posters (EU, US Center): 3-7 business days

*Note:

1. 1. 90% of orders will finish production and be shipped within the time frame mentioned.

1. 1. During peak season or force majeure circumstances, production time may increase. Sellers will receive a notification from the system.

1. 1. This time frame applies to orders on BurgerPrints Fulfillment with standard orders – 01 order with 01 item. For orders with 02 items or more, processing time plus 01 business days.

1. 1. This time frame does not apply to orders using Design Support Services; these orders need to verify relevant information before production or shipping (address, design files, …)

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Shipping time

Sellers acknowledged that all items from BurgerPrints Fulfillment are Print-on-Demand. Following the conclusion of the production process the order will be dispatched.

The following shipping timelines apply to the items listed by group:

• • Printed Apparel and Mugs products (US center): 2-9 business days (Standard shipping line US to US)

• • Printed Apparel and Mugs, Poster products (EU center): 2-9 business days (Standard shipping line EU to EU)

• • All-Over-Print Apparel (EU center): 6-10 business days (Standard shipping line EU to EU&US)

• • All-Over-Print Apparel, Decoration, Accessories, Footwear (China center): 7-15 business days (Standard shipping line to US)

• • Posters (US): 2-9 business days (Standard shipping line to US)

• • International: 10-25 business days (Standard shipping line)

• • Shipment to AOPs/FPOs/AE/AO/AA/AP/islands, unincorporated territories (PR, VI, GU, MP, AS), HI, AK…: 40-45 business days.

*Note: Shipping times may rise by 5–15 business days during periods of high demand or in the event of a force majeure event.

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Cancellation policy

Sellers acknowledged to properly review all orders placed at BurgerPrints before payment is made. We advise against placing an order on the BurgerPrints platform if one is already in the “print queue” at another sales platform.

After the payment process has been completed, orders cannot be canceled in order to maximize order processing time for all clients. Once payment is complete your order will immediately be handed over to the production team.

However, cancellation requests after payment will still be recorded and checked by the support team, after which the team will make a final decision of the request’s availability.

Please get in touch with the support team to check on the progress of cancellation requests and any additional order modifications, such as changing the size, color, or quantity.

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Return/Reship

In the event that an order is returned to one of the production facilities, the reason for the return will be evaluated and processed accordingly:

• • If the customer information you provide us is correct, we will ask you to confirm or provide additional information, then proceed to manufacture the replacement order to send to the customer. You acknowledge that the new order needs to be re-produced and shipped in the same amount of time as the original order. Make sure your clients are aware of this.

• • In case the customer does not provide the complete address or correct information, or the carrier cannot deliver the order (notified on the tracking details). The order will not be supported for reshipment due to the high cost of requesting a return, damage during the return process, and the long return time. Sellers should regularly check the tracking information and submit new orders on behalf of customers.

BurgerPrints does not accept return orders from customers, in the event of an error from BurgerPrints, we immediately produce a replacement order without accepting returns.

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Refund policy

1. Refund conditions

Refund requests will be promptly recorded and processed on a case-by-case basis.

1. 1. Refund of your purchase is permitted ONLY when the goods delivered fall under the following criteria:
      • • The product received is damaged.
      • • There are visible defects with the print.
      • • The item received is the wrong size from the one ordered; when compared to the standard size chart published by BurgerPrints.
      • • The item received is the wrong color or material from the one ordered.
      • • The item has the wrong design from the one ordered.
      • • The item is the wrong style from the one ordered (e.g long sleeve shirt instead of tee shirt).
      • • Products received with poor print and/or finish quality which is visible to the naked eye.
      • • The order was sent to a different address than the one provided.

1. 1. *Note: If the customer complains that they have not received the package even though the tracking link records “delivered successfully”, we will assist you with information on how to contact the carrier. This case does NOT qualify for a refund.
      In the event that the goods are in the production or shipping stage, you have the right to request a refund when the following criteria are met:
      • • Printed Apparel and Mugs products (US to US): Tracking link does not update after 10 business days from payment date (EST); The order has not been delivered successfully after 17 Business days from payment date (EST). Applies to standard  shipping lines.
      • • Printed Apparel, Mugs, and Poster products (EU to EU): Tracking link does not update after 9 business days from the payment date (EST); Orders are not delivered after 17 business days from the payment date (EST). Applies to standard  shipping lines.
      • • All-Over-Print Apparel (EU to EU/US): Tracking link does not update after 12 business days from the payment date (EST); Orders are not delivered after 22 business days from payment date (EST). Applies to standard  shipping lines.
      • • All-Over-Print Apparel, Decoration, Accessories, Footwear (China to US): Tracking link does not update after 13 business days from the payment date (EST). Orders are not delivered after 30 business days from the payment date (EST). Applies to standard  shipping lines.
      • • Tracking link does not update after 9 business days from the payment date (EST). Orders are not delivered after 22 business days from the payment date (EST). Applies to standard  shipping lines.
      • • Posters (US to US): Tracking link does not update after 10 business days from the payment date (EST). Orders are not delivered after 20 business days from the payment date (EST). Applies to standard  shipping lines.
      • • International orders: Tracking link does not update after 15 business days from the payment date (EST). Orders are not delivered after 25 business days from the payment date (EST). Applies to standard  shipping lines.
      • • Shipment to AOPs/FPOs/AE/AO/AA/AP/islands, unincorporated territories (PR, VI, GU, MP, AS), HI, and AK: Tracking link does not update after 20 business days from the payment date ( EST). Orders are not delivered after 45 business days from the payment date (EST). Applies to standard  shipping lines.
      • • Other cases (lost in transit) announced by BurgerPrints after checking the order

*Note:

• • Refund policy applies to orders on BurgerPrints Fulfillment with standard orders – 01 order with 01 item. For orders with 02 items or more, processing time plus 01 business day.

• • This time frame does not apply to orders using Design Support Services; these orders need to verify relevant information before production or shipping (address, design files, …); customer requests to keep it at the post office, change to new delivery address; carrier has made full effort to deliver, but due to objective conditions, the delivery obligation cannot be fulfilled.

• • Tracking link does not update which means tracking link is shown with status: Shipping label created; USPS Awaiting Item; Pre-shipment info sent to USPS; Parcel created; Electronic shipment data received… after the listed time corresponding to each product since the order was paid (EST)

2. Refund conditions and procedures

If you are eligible for a refund under section 1 (a), you must submit a refund request within 20 days of your order being delivered. After 20 days have lapsed, you agree that your rights to a refund are terminated.

Please make your refund request via Email: sellers.burgerprints.com

Sellers are required to provide evidence related to the refund request, to prove that a request falls under a refund criteria: shipping label, order ID, product photo, video (clearly capture errors related to wrong item/design, damaged, measured, size, etc…) with adequate lighting. The evidence you provide will help us track and fix those problems immediately, avoiding the risk to future orders.

Refunds may be full or partial based on the extent of the error noted and interpreted by BurgerPrints. Decisions are made on a case-by-case basis.

You will be refunded to your B-wallet Fulfillment account after receiving a response via Email.