FAQs, Returns, and Cancellations

Frequently Asked Questions

Simply reach out to our team with more information, and we will swiftly connect with you to answer questions.

Is it possible to get a rush order?
Absolutely, Rush orders are available to a certain extent. Turnaround times vary based on product type and manufacturer requirements. Seasonal orders may impact regular turnaround times. *Rush order and expedited shipping charges will apply.
Do you offer artwork or design assistance?
Yes, At TrueCoast Print&Promo, we offer free file checks to help ensure sure your files are acceptable so that your finished product looks great, every time. If you need help with the creation of your design or art files, our team will work to fulfill your requests. *Design/Setup fees may apply.
Returns/Cancellations

Tell me more about your cancellation/return policy.

Return or Cancellations are only accepted if the product has a manufacturing defect or printing error due to manufacturer error that differs from the approved proof.

You must notify us within 7 days of delivery if there’s a problem or you suspect a manufacturer defect.

Must include photos of the defect and a description of the issue so we can investigate with the manufacturer quickly.

We reserve the right to request that defective items be returned to us for inspection before replacement will be issued.

1

Can I cancel before production begins?

  • You may cancel or change your order anytime prior to the approval of your proof. This is what triggers your order to be sent to production.
  • By approving your proof, you accept full responsibility for spelling, grammar, layout, colors, and any other design elements shown.
  • Minor variations (2-12% variation) in color, finish, or placement are considered standard and acceptable in the custom printing industry and do not qualify as defects.
  • Once your proof has been approved, we can no longer guarantee cancellation.
  • The client is responsible for making sure all order, design, and shipping information is correct and ready for production and shipping at the time of proof approval.
  • *Should your order be approved for cancellation, design/setup fees may still apply.

2

Do you offer returns/exchanges?

  • Because all products are custom-made to your specifications: We do not accept returns or exchanges for reasons such as ordering the wrong size, color, or quantity, or changing your mind.
  • If a product is found defective: Our liability is limited to the value of the defective items, not the entire order or additional costs such as event delays or lost sales.
  • We will, at our discretion, repair, replace, or refund the defective items.
  • *Should your order be approved for repair, replacement, or refund, design/setup fees may still apply.
  • If an order is lost or damaged during shipping, we will help you file a claim with the carrier.
  • Replacement timelines depend on product availability and vendor schedules.

3

What items are considered Non-Refundable Items?

  • Any item with correct customization per your approved proof.
  • Clearance or closeout items.
  • Items damaged due to misuse, mishandling, or storage issues during or after shipping and delivery.

Need further assistance?

Don’t see the answers you need? Let’s have a conversation.

4

Chat with us

Let’s chat! We would love to schedule a consultation to meet you and learn more about your project. Call us: 251-289-9227 or email: contact@truecoastmedia.com

5

Can I speak to someone in person?

Yes, we are based in Mobile, AL. If you are local to us, we would be happy to schedule a meeting or come by in person to better assist you.

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