We'll cover what photo requirements are needed for a reprint/refund and what you can expect regarding product discrepancies.
Before submitting a reprint or refund request, please be sure to read over our Reprint & Refund Policy to understand when we will cover your reprint/refund costs and when we don't cover the costs.
Do not reach out to our customer support team if your order is still within our Current Production & Shipping Times.
If you are submitting a reprint or refund request, please be sure to include photo evidence of your product in your order.
Any information provided that is inaccurate or untruthful and the use of bad images may result in the delay or rejection of a reprint.
- Our guide for apparel products
- Our guide for wall art products
- Our guide for phone case products
- Our guide for pillow case products
- Our guide for other Gooten products
- Acceptable product discrepancies and expectations
Our guide for apparel products
Please be sure to include the following photos for garments and apparel products when submitting a reprint or refund request.
- A photo of the entire garment or apparel product with your design visible.
- A photo of the damaged area or a neck label.
- A photo of the shipping label (optional).
| Example of a good image to use for garments | Example of a bad image to use for garments |
| The image contains the issue with the product, which is a hole in the apparel and the entire product. | The image contains only the issue with the product, which doesn’t let us know which product this hole refers to. |
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Our guide for wall art products
Please be sure to include the following photos when submitting a reprint or refund request for wall art products.
- A photo of the entire product with your artwork design visible.
- A photo of the backside of the product.
- A photo of the damaged area with the design in view.
- A photo of the shipping label (optional).
| Example of a good image to use for your wall art prints | Example of a bad image to use for your wall art prints |
| The image below shows the damaged canvas, and even though the entire product is not visible, we can determine the item to reprint. | The image below shows the damage to the canvas, but we still need a picture of the entire product to know which item to reprint. |
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Our guide for phone case products
Please be sure to include the following photos when submitting a reprint or refund request for phone case products.
- A photo of the entire product with your artwork design visible.
- A photo of the damaged area with the design in view.
- A photo of the shipping label (optional).
If you received the wrong phone case, you need to provide photo evidence of the phone model. For example, if you ordered a phone case for the iPhone 12 and received a different phone case model, you need to provide an image showing the iPhone 12 in view.
Our guide for pillow case products
Please be sure to include the following photos when submitting a reprint or refund request for pillow case products.
- A photo of the entire pillow case product from seam to seam.
Pillow cases are measured from seam to seam, typically ensuring that the measurement is accurate. In most cases, you'll need to use a flexible tape measure.
| Steps to measure a pillow case (removable) | Steps to measure a stuffed pillow case (without removable cover) |
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1. Remove the pillow case from the pillow or insert. 2. Turn the pillow case inside and lay it on a flat surface. 3. Measure from the inside seam to the other inside seam (length and width) with a flexible tape measure. |
1. Measure from seam to seam (length and width) with a flexible tape measure. |
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Our guide for other Gooten products
For all other Gooten products, please be sure to include the following photos when submitting a reprint or refund request.
- A photo of the entire product with your artwork design visible.
- A photo of the damaged area with the design in view.
- A photo of the shipping label (optional).
Our guide for receiving wrong items
When you receive a wrong item in your order, please be sure to include the following photos when submitting a reprint or refund request.
- A photo of all of the delivered products in your order.
- A photo of the shipping label (optional).
Acceptable product discrepancies and expectations
Please be aware that there are acceptable discrepancies that may occur for home decor products (specifically products that require sewing). In some cases, these products may be slightly smaller than expected, typically within an inch or two, which is acceptable.
Please note that for t-shirt products, most of our manufacturers will have a 2" discrepancy in their size chart. This is very much dependant on the manufacturer as most of our manufacturers determine their own threshold for tolerance when it comes to any sizing discrepancies.