1. What we’ll replace or refund
We accept claims for items that arrive:
- Damaged in transit — packaging crushed or torn, vinyl warped or cracked, apparel torn or stained.
- Defective from production — print errors, stitching failures, off-center designs, missing labels.
- Wrong item or wrong size compared to what you ordered (i.e., we shipped a Medium when you bought a Large; we shipped the wrong artist’s tee).
For these issues, you have 30 days from the date of delivery to submit a claim. We’ll arrange a replacement at no cost to you — or, when a replacement isn’t practical (item out of stock, you don’t want a replacement), a refund to the original payment method.
2. What we generally can’t accept
Because each item is made for you when you order it, we’re unable to accept returns or exchanges for:
- Wrong size you chose at checkout. Please consult the size chart on each product page before ordering — apparel runs small/large differently across styles.
- Buyer’s remorse. A return because you changed your mind, decided you didn’t like the color in person, or no longer want the item.
- Items you damaged after delivery (washing mishaps, use-and-wear, accidents).
- Items returned without prior authorization. Don’t ship anything back to Printful or to the Copper Run mailing address until we’ve told you what to do — unauthorized returns generally can’t be processed.
3. How to file a claim
Email support@crrteam.com within 30 days of delivery and include:
- Your order number (it’s in your confirmation email).
- A short description of the issue.
- Clear photographs showing the problem. For damaged shipments, include photos of the outer packaging too. Printful requires photo evidence to authorize a replacement; without photos, we can’t move the claim forward.
- For wrong-item claims, a photo of the label / tag so we can confirm what was shipped.
We’ll respond within a few business days with next steps. Most claims are resolved by reshipment of the correct item; you typically don’t need to send the original item back, but we’ll let you know if Printful requests otherwise.
4. Lost or stolen packages
If your tracking marks the package as delivered but you can’t locate it, check with neighbors and your building’s front desk first; carriers occasionally mark a package as delivered when it’s actually a stop or two away. If it’s genuinely missing after 3–5 days, email us with the order number and we’ll open a carrier investigation. Outcome depends on the carrier’s finding; most legitimate cases resolve with a reshipment or refund.
5. Refunds
When a refund is approved, we issue it to your original payment method through Stripe. Most refunds appear on your statement within 5–10 business days, depending on your bank or card issuer. Refunds cover the cost of the items and any sales tax originally charged; original shipping fees are refunded only if the entire order is being refunded due to our error.
6. Cancellations and changes after ordering
Once an order has entered production at Printful (typically within minutes to a few hours of order placement), we can’t cancel or modify it. If you need to change a shipping address or remove an item, email us immediately after placing the order with your order number; we’ll try, but can’t guarantee, to catch it before production starts.
7. International orders
For orders shipped outside the U.S., the same 30-day damaged- or-defective policy applies. If a package is refused at customs or returned to the fulfillment center because duties weren’t paid, we can refund the cost of the items but not the original shipping or any return-shipping fees the carrier charges. See our Shipping Policy for details on customs and duties.
8. Vinyl and physical media
Vinyl is fragile and occasionally arrives warped or cracked despite careful packaging. We replace damaged or defective vinyl on the same 30-day terms — photograph the warp / crack / misprint and email the photos in. We can’t accept returns of vinyl that’s been opened unless the issue is a manufacturing defect (off-center pressing, audio skipping, mislabeled side).
9. Questions
Email support@crrteam.com — we read every message and respond within a few business days.
Copper Run Records, LLC
116 Agnes Rd, Suite 200
Knoxville, TN 37919