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Frequently Asked Questions
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Returns & Exchanges
About GIP
Build-A-Box
Matted Prints
Photographic Prints
Logo Printing
Traditional Mats
Premium Stay Flat Mats
Standing Mats
Clear Plastic Sleeves
Print Pockets
Folio Boxes
Acrylics
Proof Boxes
USB Boxes & USB Drives
Easels
Concertina Folios
Frames
Slightly Imperfect
SHIPPING
How long does it take for my order to be dispatched?
We aim to have orders dispatched within days of the order being placed. However, this can vary depending on the size of the order and time of year. For more info regarding shipping times, please view Shipping in the footer section.
Is my order trackable?
Yes, we use Australia Post delivery services which send customers up to date notifications of your delivery status. Customers will be given their tracking number and the date their parcel is expected to be delivered. Please note that all orders are labelled with the delivery instructions to leave the parcel 'Any safe place on-premises', except those addressed to a PO box or as otherwise advised by you.
What do I do if a product has arrived with damage from transit?
GIP carefully inspects and thoroughly packages every order so it will arrive undamaged. On the odd chance your parcel arrives with damage, contact us immediately upon receiving your parcel and send us an email at enquiry@globalimageproducts.com with the following photos attached:
· A photo of any visible signs of damage to the package before opening
· A photo of any goods that have been damaged
We will then assess the situation and organise a replacement of the damaged goods as soon as possible.
RETURNS & EXCHANGES
Does GIP accept returns?
If by any chance you are not fully satisfied, please follow the steps on our online Return Form (located on the Returns Policy page located in the footer section) within 30 days from receiving your order.
Please note, the following products cannot be returned, refunded or exchanged:
· Slightly Imperfect products
· Clearance items
· Products which have been personalised/branded
For further information regarding our Returns policy please read our Terms & Conditions.
What do I do if my item is faulty?
We are so sorry to hear this - let's get this resolved as quickly as possible!
Please contact us immediately via our online Return Form (located on the Returns Policy page located in the footer section).
Please note, all faults must be reported to us within 7 days of receiving your order otherwise a replacement product is not guaranteed.
Can I exchange an item?
We recommend returning your item to us, then using your refund to place a new order.
ABOUT GIP
Does GIP offer studio sample discounts to new clients?
To learn more about our sample discounts and promotions you need to create an account to unlock the promotions tab on the main menu. This will gain you access to ongoing discounts and promotions.
Does GIP have a printing lab service?
Yes! Global Image Products has its very own printing lab facility located in Melbourne, Victoria. We offer a variety of printing services including Fine Art Photographic Prints, Matted Prints and Build-A-Box. For more information on our printing services, please visit our Printing Learn Page by hovering over the Learn tab.
Where is GIP located?
Our address is: Unit 77, 2 Thomsons Road, Keilor Park, VIC 3042, Australia. If you wish to view our Showroom please contact us prior to organise an appointment. Please note, our unit is located at the rear right corner within the Aerocorp Business Park.
Does GIP provide wholesale prices?
All our products are listed with wholesale pricing as we only sell to photography businesses. Many products display a ‘Buy More Save More’ volume discount table when ordering in bulk.
Can GIP custom make a product?
At Global Image Products we are always trying to expand our product range. We are always open to discussing our clients product needs. If there is anything you are looking for that is missing from our range, please don't hesitate to contact us.
Where does GIP sell to?
We supply & ship our products to photographers & photography businesses in Australia, New Zealand & most International countries.
FOLIO BOXES - BUILD-A-BOX
What is Build-A-Box?
Build-A-Box is an all inclusive, from start to finish service that includes fine art photographic prints, matted and assembled, and packed into your choice of folio box. All you need to do is upload your image file and we will do the rest. We can even ship directly to your client!
Can I drop ship my order directly to my client?
Yes! We can Drop Ship directly to your client, just make sure to fill in your clients address into the shipping address when checking out. Packing cartons will be blank and will NOT have any invoices or packing slips. Please note we can only drop ship one client's order per GIP order placed, if you have multiple clients to drop ship to, please ensure each client’s Build-A-Box is in a separate order.
How long will it take for my Build-A-Box to arrive?
All our products are in stock to help minimise order processing times. Please allow 3-5 business days for your prints to be meticulously assembled into photo mats and packed into your folio box. Once orders are ready and dispatched, shipping times will vary depending on where you are located. During busy peak periods we ask that you allow additional processing and shipping times, and we will endeavour to have your Build-A-Box ready as soon as possible.
Where are Build-A-Box assembled?
All Global Image Products’ printing services & products are meticulously assembled by GIP’s very own staff members in our printing facility located in Melbourne, Victoria.
Can I logo brand my Photo Mats?
Yes you can. Logo branded mats are available within any Build-A-Box however you first MUST have a Mat Logo Block on file with us.
Can I have my logo on any Folio Box?
No, UV logo printing is not available on certain folio boxes due to the material or finish of the folio box. Please visit the relevant folio box product page to see if logo printing is available on that particular product.
MATTED PRINTS
What is a Matted Print?
Matted Prints is our printing service where we print your images on the fine art photographic paper of your choice and then assemble it in the photo mat of your choosing.
What choice of mats are available and where are they assembled?
All our photo mat styles and sizes from our entire range are available for Matted Prints as all Matted Prints are assembled with care by GIP staff in our very own printing facility located in Melbourne, Victoria.
Can Matted Prints be drop shipped?
Yes they can! As long as you make sure your clients address is filled in when we ask for the shipping address for the order during the check out process. Please note we can only Drop Ship one client’s Matted Prints per order. If you need to drop ship to multiple clients, please make sure to make a separate order of Matted Prints for each client.
Are prints permanently mounted in the photo mat?
No, you have the option of choosing whether you would like your prints permanently mounted and sealed in the mat or not.
What choice of fine art papers do you offer?
We offer 4 types of Fine Art Photographic Paper. Canson Infinity Lustre 310gsm, Epson Enhanced Matte 189gsm, Ilford Galerie Metallic Gloss 260gsm and Hahnemühle Photo Rag 308gsm.
How fast is this service?
Please allow 3-5 business days for your prints to be meticulously assembled into our photo mats. Once orders are ready and dispatched, shipping times will vary depending on where you are located. During busy peak periods we ask that you allow additional processing and shipping times, and we will endeavour to have your Matted Prints ready as soon as possible.
How to set up correct colour management?
Firstly, download the GIP Colour Correction file from the Learn->Photo Printing page (about 2 thirds down the page). Secondly, request a physical print of that same file to match your monitor settings to the print.
What printer do you print with?
All our fine art photographic prints are printed with our very own 12 colour Epson SureColour Inkjet Printer.
Is image retouching available?
Currently we only offer direct print from your files. Any photo retouching, sizing and cropping is your responsibility. We print in either sRGB or Adobe 1998 colour spaces.
What is a Deckled Edge (Hand Torn) print?
Deckled edge print is a technique where the edges of a photographic print are manually hand torn to leave a rough edge around the print. These prints look amazing when floated in the middle of a photo mat.
Is there a minimum order quantity for Matted Prints per order?
No! You can order as many or as little as you require.
Can I logo brand my Photo Mats?
Yes you can. Logo branded photo mats are available for any Matted Print however you first MUST have a Mat Logo Block on file with us.
PHOTOGRAPHIC PRINTS
What choice of fine art paper do you offer?
We offer 4 types of Fine Art Photographic Paper. Canson Infinity Lustre 310gsm, Epson Enhanced Matte 189gsm, Ilford Galerie Metallic Gloss 260gsm and Hahnemühle Photo Rag 308gsm.
What printer do you print with?
All our fine art photographic prints are printed with our very own 12 colour Epson SureColour Inkjet Printer.
How to set up correct colour management?
Firstly, download the GIP Colour Correction file from the Learn->Photo Printing page (about 2 thirds down the page). Secondly, request a physical print of that same file to match your monitor settings to the print.
What is a Deckled Edge (Hand Torn) print?
Deckled edge print is a technique where the edges of a photographic print are manually hand torn to leave a rough edge around the print. These prints look amazing when floated in the middle of a photo mat.
Is image retouching available?
Currently we only offer direct print from your files. Any photo retouching, sizing and cropping is your responsibility. We print in either sRGB or Adobe 1998 colour spaces.
Are custom print sizes available?
Yes. If ordering a custom size print, size the print at 300dpi to the size you require and then order it as the next size up from our select photo sizes.
Where are the images printed?
All our Printing is done at our very own printing facility in Melbourne, Victoria. All Photographic Prints, Matted Prints Assembly and Build-A-Box packing is done by Global Image Products’ very own staff in Australia.
Is there a minimum order on Photographic Prints?
No, there is no minimum order on Photographic Prints, you can order as little or as many as you like!
Can Photographic Prints be drop shipped?
Yes they can! As long as you make sure your clients address is filled in when we ask for the shipping address of the order during the check out process. Please note we can only Drop Ship one client’s Photographic Prints per order. If you need to drop ship to multiple clients, please make sure to make a separate order of Photographic Prints for each client.
How fast is this service?
Please allow 3-5 business days for your prints to be meticulously assembled into our photo mats. Once orders are ready and dispatched, shipping times will vary depending on where you are located. During busy peak periods we ask that you allow additional processing and shipping times, and we will endeavour to have your Matted Prints ready as soon as possible.
Can order Test Prints?
Yes you can. You can order up to 5 (8x10 inch) test prints, 2 Lustre, 2 Matte and one from either of the following: Metallic, Photo Rag (standard edge) or Photo Rag (deckled edge). This is a great way to check your colour management to ensure what you see is what you get.
LOGO PRINTING
What products is it available on?
Logo Printing is only available on certain products, please view the Logo Printing page for the list of available products.
Is the Mat Logo Block artwork used for Logo Printing?
No, Logo Printing uses a premade Photoshop file which you then add your PNG file artwork to. Each product that has Logo Printing available has its own premade Photoshop template file. These files are sized correctly to their corresponding product, so all you need to do is add your PNG file artwork then size and position it on the template.
What is the difference between Mat Logo Branding and Logo Printing?
Mat Logo Branding is a service that uses a custom made Mat Logo Block (a physical metal plate) to brand your Mats one by one using an industrial embossing machine. Whereas with the Logo Printing service, your photoshop template is sent to a UV Printer. The UV Printer is then able to use this file to print using a range of colours onto solid surfaces, such as Folio Boxes, Acrylics & USB Boxes.
Can I use the same template file for different products?
No, as each Photoshop template has been sized correctly to the print area of the product. This allows the UV printer to place your artwork exactly where you have positioned it on the file. For instance, a USB Box will have a much smaller surface area than a Folio Box, so if you tried to use the same template, our team wouldn’t know what size or position you want your printing. You will also have to consider if your artwork’s colour will clash with the colour of the product, which is why you may need a new template file for different products.
What is a Cover Image?
A Cover Image is where your artwork or desired image covers most of the product lid leaving a 6mm (quarter of an inch) blank border around the edge of the lid. Only available on Boxes.
What is a Panorama Image?
A Panorama Image is a narrow print which spans from the left edge to the right edge on a product lid with a maximum width of 75mm (3 inches). Your Panorama Image can be placed either horizontally or vertically. Only available on Boxes.
Can I print a black logo on a black box?
No, as black logos/artwork are not visible on black coloured boxes. Any colour that clashes with the colour of the product will not be visible.
Can I print a coloured logo onto a black box?
Yes, as long as your logo/artwork is thick and has no fine lines or fine text. This is because the printer will need to print a white base underneath the colours to make them visible (imagine when painting a wall it must be primed first). If there is anything too fine then the white will be visible.
I don’t have Photoshop, can I still use this service?
If you don’t have Photoshop or you are having any difficulties, please contact us so we may assist you.
TRADITIONAL MATS
Are your mats acid-free?
Yes, all our mats are acid-free.
What is the difference between Plain style and VGroove style Mat?
Plain style mats have no detail around the border whereas VGroove style mats have a fine groove cut line around the print opening.
What is the difference between Slip-In and Self-Assemble Mats?
A Slip-In Mat has 3 sides of the Mat sealed and one short side has been left unsealed to allow for a print to be slipped in (hence the name Slip-In). A Self-Assemble Mat has been permanently attached on only one long side, and 2 other sides (one short and one long side) have double-sided tape applied but are not yet sealed. This allows prints to be easily placed into the Mat by gently lifting the top board and positioning the print, then simply peeling the double-sided tape to seal the other 2 sides of the Mat. At this point, the Self-Assemble Mat has been converted into a Slip-In mat.
What is the difference between Traditional and Premium Stay Flat Mats?
Our Traditional Mats are made from 4ply acid-free mat boards and are available in a wide range of sizes and styles. Stay Flat Mats have been specially designed to withstand extreme weather conditions. To ensure their durability, Premium Stay Flat Mats are made from a mix of 4ply acid-free mat boards and high impact polystyrene. As our Premium Stay Flat Mats are a new release product, they are currently only available in Slip-In VGroove style and selected sizes. The biggest difference between these mats is the feel; Premium Stay Flay Mats are approx. 40% thicker than our Traditional Mats and are almost double the weight.
I am having trouble getting my print inside the mat. What do you suggest?
We recommend using Self-Assemble Mats as they have been designed for photographers who struggle to slip-in their prints or are printing on fine art papers which are normally thicker, therefore more difficult to slip-in.
Can I buy Mats individually?
Yes, you can order Mats individually by selecting the 'Single Mats' option of your desired print size. The minimum quantity of Mats you can order individually is 5 Mats. Standing Mats have a minimum order of 10 Mats.
What is the most cost-effective way to purchase Mats?
In full packs of 25 for Traditional & Premium Stay Flat Mats and in full packs of 10 for Standing Mats.
Are there any volume discounts for Mats?
Yes, large volume discounts start to apply to purchases of 4 packs (100 mats) or more.
PREMIUM STAY FLAT MATS
What is the difference between Traditional and Premium Stay Flat Mats?
Premium Stay Flat Mats have been specially designed to withstand extreme weather conditions. To ensure their durability, Stay Flat Mats are made from a mix of 4ply acid-free mat boards and high impact polystyrene. As our Premium Stay Flat Mats are a new release product, they are currently only available in Slip-in VGroove style and selected sizes. The biggest difference between these mats is the feel - Stay Flat Mats are approx. 40% thicker than our Traditional Mats and are almost double the weight.
What is the thickness of the Stay Flat Mat?
The Premium Stay Flat Mats have an approximate thickness of 3.6 ~ 3.7 mm, making them approx. 40% thicker than our Traditional Mats.
The Premium Stay Flat Mat has a specified print size, but can I fit a different print size in it?
No. Premium Stay Flat Mats have been designed with built-in print guides to prevent the print from slipping out of the window, therefore the mat will only fit it's specified print size.
Where can I place a logo on a Premium Stay Flat Mat?
You can choose whether you want your logo to be embossed on the front of the mat, in the bottom right or the bottom centre - vertically or horizontally. Logo printing on the back of Premium Stay Flat Mats is not available due to the high impact polystyrene backing board material.
STANDING MATS
Can you fit a portrait or landscape print inside a Standing Mat?
Yes, as Standing Mats can stand upright either vertically (portrait) or horizontally (landscape).
What styles are available for Standing Mats?
Standing Mats are available in either white or black colour with a plain border, (Slip-In Plain style only).
Do Standing Mats fit inside Plastic Sleeves?
Yes, our Clear Plastic Sleeves can accommodate a Standing Mat.
Can I buy Standing Mats in packs of 25?
No, Standing Mats are only sold in packs of 10.
Can I buy Standing Mats individually?
No, Standing Mats are sold in a minimum pack of 10 Mats.
CLEAR PLASTIC SLEEVES
What size Plastic Sleeve is correct for the Mats I am purchasing?
The Plastic Sleeve size you order should match the outer size of the mat. It is a common mistake to confuse this with the print size.
Can I order Plastic Sleeves individually?
When purchasing Mats, Plastic Sleeves can be ordered individually to match the same quantity of Mats. However, when purchased alone, Plastic Sleeves are only sold in packs of 25.
How many Mats can a Plastic Sleeve hold?
A single Plastic Sleeve can hold one Mat.
How many Prints can a Plastic Sleeve hold?
A single Plastic Sleeve can hold approx. 25 standard prints.
Do your Plastic Sleeves come with backing boards? Do you supply them?
No, we do not supply backing boards.
PRINT POCKETS
How many prints can a Print Pocket hold?
A single Print Pocket can hold up to 25 standard prints.
Can a Print Pocket hold different sized prints?
Yes, a Print Pocket can hold any size print which is smaller than the Print Pocket itself.
Are Print Pockets available in other finishes?
The Print Pockets are only available in the white gloss finish.
Can I have my logo printed on Print Pockets?
Unfortunately no, we do not offer the logo service on Print Pockets.
FOLIO BOXES
Are your Folio Boxes in stock or made-to-order?
All our products are in stock to ensure you receive your order as soon as possible!
Is there a minimum quantity of Folio Boxes I must order?
There is no minimum quantity when ordering Folio Boxes.
Can Folio Boxes be custom made?
No, the Folio Boxes online are what we have available.
Can I have my logo on any Folio Box?
No, please visit the product page to view if that product has logo printing available.
ACRYLICS
Can the Acrylic 40mm PRO Mat Blocks hold prints?
Yes, when ordering an Acrylic PRO 40mm Mat Block you can choose to include an adhesive board (at an additional charge) to be able to use prints. This adhesive board is double-sided, making it possible to hold up to 2 prints within the Acrylic PRO 40mm Mat Block.
If I purchase an Acrylic Mat Holder inside a Folio Box, how much room will be left for Mats?
The Foam Insert which is used inside the Folio Box to secure the Acrylic Mat Holder is equal to the capacity of 10 Traditional Mats or 8 Premium Stay Flat Mats. Therefore, depending on the box and depth you have selected, the total depth will be reduced by 10 Traditional Mats or 8 Premium Stay Flat Mats.
What is the difference between a Slimline Acrylic Block and a 40mm Pro Acrylic Block
The main difference is the overall thickness and weight. The Slimline Acrylic blocks have a thinner and lighter design whereas the Acrylic 40mm Pro Blocks are much thicker and therefore a lot heavier.
What is the difference between a Print and a Mat Block?
The difference between an Acrylic Print Block and an Acrylic Mat block is the slot size. The Print Block has a slot thickness of approx.1.5 mm to hold either one print or two prints back-to-back (Double-sided). The Mat Block has a thicker slot opening of approx. 5mm to accommodate a Mat.
Can I have a logo on my Acrylics?
Yes, you can! Visit the product's page and begin to customise your order. Select 'Yes' when asked if you would like a logo then follow the prompts. First time setup for the logo service requires you to read the instructions and download the product's template to be able to upload your logo for printing.
PROOF BOXES
What size proofs/prints can fit inside the Mini Box?
The Mini Box can hold either 3.5x5, 4x6, 5x7 or 6x8 inch proofs/prints.
How many mats can the Mini Box hold?
The Mini Box can hold up to 15 6x8 inch Mats or with a USB Insert it can hold up to 10 6x8 inch Mats.
What kind of box configurations are available for the Mini Box?
The Mini Box is available with the following box configurations:
· Box only (suits 6x8 inch proofs/prints)
· Box with 6x8 inch Mats (to suit 3.5x5 or 4x6 prints)
· Box with USB Foam Insert & 6x8 inch Mats
· Box with a divider to hold either 3.5x5 or 4x6 inch proofs/prints
· Box with a Foam Insert to hold 5x7 inch proofs/prints
How many prints/proofs can the Mini Box hold?
The Mini Box can hold approx. 150 5x7 or 6x8 inch proofs/prints in one stack. When using the divider, the Mini Box can hold approx. 300 proofs/prints for either 3.5x5 or 4x6 inch proofs/prints in two stacks.
USB BOXES & CRYSTAL USB DRIVES
Do you offer the logo service on USB drives?
Yes we can print your logo on our Crystal USB Drives. Minimum of 5 USB drives and MUST be ordered in lots of 5. For best results, we recommend a simple white or black logo. You can choose to have your logo printed on either the USB CAP, CRYSTAL part or both.
What format is used for the USB drives?
Our Crystal USB Drives are formatted to FAT32 with a default allocation size setting. This is the most universal setting for compatibility between MacOS and Windows Software. Formatting using FAT32 allows individual files a size limit of 4GB size. If you wish to upload an individual file greater than 4GB, we recommend reformatting the drive to ExFat (128kb).
What size is the USB opening in the USB boxes?
The recess within our USB Boxes is large enough to fit our Crystal USB Drives. For specific measurements, please visit the specification tab on the product's page, as the recess size may vary between different USB Boxes.
What capacity/colour USB drives do you offer?
Our Crystal USB Drives are available 3 capacities: 8GB, 16GB and 32GB in the following colours: Chrome Silver, White, Black & Rose Gold.
EASELS
If I purchase an Easel inside a Folio Box, how much room will be left for Mats?
The Foam Insert which is used inside the Folio Box to secure the Easel is equal to the capacity of 10 Traditional Mats or 8 Premium Stay Flat Mats. Therefore, depending on the box and depth you have selected, the total depth will be reduced by 10 Traditional Mats or 8 Premium Stay Flat Mats.
What size Mat can an Easel hold?
A Signature Easel can hold any mat size from our range of mats.
Which Folio Boxes can hold an Easel?
All Folio Boxes except the Mini Folio-Proof Box and 16x20 Grande Folio Box can hold an Easel. 8x10 and 11x14 Folio Boxes can hold one Easel. Please keep in mind that an Easel ordered within a Folio Box will reduce the box capacity by 10 Traditional Mats or 8 Premium Stay Flat Mats.
Can I order the Easel separately and not within a folio box?
Yes, Signature Easels can be ordered individually from our Easel or Accessories category.
CONCERTINA FOLIOS
Can I get custom sizes?
Unfortunately no, all our products have pre-selected sizes to accommodate the most popular print sizes.
Are the Concertina Folios available in more colours/styles?
The concertina folios are currently only available in black leatherette.
What is the best way to attach prints?
The Concertina Folios use a permanent adhesive, this means you must take care when adhering to the prints as they cannot be adjusted once attached. We highly recommend lining up and adhering the top inch of the print, then continue by slowly releasing the print while pressing down in a top to bottom motion. This will prevent creases or bubbles occurring underneath the print.
Can I use horizontal prints in the Concertina Folio?
Yes, you can. Please keep in mind that the Concertina Folios can only stand vertically upright, making vertical prints the most suitable.
FRAMES
Do your frames include a mat?
Yes, all our frames include a mat within the price - except the 5x7'' Gallery Box & Impression Wedge Frames as they are built to only hold a print. Acrylic Edge Frames are double-sided and therefore include two Traditional Mats.
Are your frames free-standing or can they be wall hung?
All our frames, except the Acrylic Edge Frames, can be either free-standing or wall hung. Acrylic Edge Frames are only free-standing.
Can I fit a print in the frame without the mat?
The Gallery Box Frame and an Impression Wedge Frame can hold a print. The print size will need to be either 5x7, 8x10 or 11x14 to fit inside (depending on what frame size you select). The 8x10 and 11x14 frames come with a complimentary mat which you can use as the backing board to your full-size print.
Can I choose any print size to fit the frames?
When ordering your frame, you will be shown what print sizes are currently available for the complimentary mat inside the frame.
SLIGHTLY IMPERFECT PRODUCTS
What are Slightly Imperfect products?
We care about our customers and want to ensure they receive the very best quality products. Our quality control team assesses each product individually and separates any items which may have a minor defect. Even though the defect may be minimal these are products which we believe do not pass our high standards. Your products represent your business, which is why we only recommend Slightly Imperfect products for display purposes.
Are Slightly Imperfect products always in stock?
No, they are not always in stock. Slightly Imperfect products are found during our checking process while preparing orders. If our team comes across any product that has a minor defect, it will be added online. Therefore, the quantity of Slightly Imperfect products available online will always vary. If you are waiting for a product to come back in stock, you can submit your email address on the product's page to be notified when the product is back in stock.
Can I use my coupon code on Slightly Imperfect products?
No, coupon codes do not apply to Slightly Imperfect, Discontinued or Sale items as the price of these items have already been heavily reduced.
What kind of imperfections are on the Slightly Imperfect Mats?
Slightly Imperfect Mats will have minor defects such as tiny dust specs, minor creases or a small indent.
What kind of imperfections are on the Slightly Imperfect Folio Boxes?
Slightly Imperfect Folio Boxes will have minor defects such as a small crease in the fabric, tiny pimples or a light-weight scratch.
What kind of imperfections are on the Slightly Imperfect Acrylics?
Slightly Imperfect Acrylics will have minor defects such as small air bubbles in the acrylic joins or a light-weight scratch.
Can I have my logo on Slightly Imperfect products?
No, we do not provide logo printing on Slightly Imperfect products.
Can Slightly Imperfect products be returned, exchanged or refunded?
No, as these products are discounted clearance items we do not accept any returns, exchanges or refunds.