Replace a Damaged Print from Your Order
Discovering a damaged print in your order can be disappointing, but getting a replacement is straightforward. SmugMug's print guarantee covers the costs of reprinting your damaged prints. If you prefer, you can request a refund instead. Follow these steps to ensure your print is replaced quickly and hassle-free.
Step 1: Inspect Your Package and Print
As soon as you receive your order, carefully inspect the package and the prints inside. If you notice any damage to the prints, even if the packaging seems intact, proceed to the next step.
Step 2: Document the Damage
Take clear photos of the damaged print and packaging, focusing on the areas where the damage is most evident. Ensure the photos are well-lit and clearly show the extent of the damage.
Step 3: Contact Customer Support
Reach out to SmugMug customer support using the contact form on their website, or the contact link in your order confirmation or shipping email. Include the following in your message:
- Your order number
- A brief description of the issue
- The photos you took of the damaged print and packaging
Step 4: Follow Instructions for a Replacement
The customer support team will confirm the shipping address you’d like to use for the reprint and may ask follow-up questions about the order.
Step 5: Wait for Confirmation
After submitting your replacement request, wait for confirmation from customer support. They will provide details on the reprint process, including tracking information for the replacement print once it's shipped.
Step 6: Receive Your Replacement
Once your replacement print is shipped, keep an eye on the tracking information. When your print arrives, inspect it immediately to ensure it's in perfect condition.
Additional Tips
- Act Quickly: The sooner you report the damage, the easier it will be to get a replacement.
- Keep Everything: Hold onto the damaged print and the original packaging until your issue is fully resolved.
By following these steps, you can navigate the process of getting a damaged print replaced with minimal hassle. Remember, customer support is there to help you, so don’t hesitate to reach out with any concerns or questions.
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