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F.A.Q
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Frequently asked
Orders
Track your order from the order option in your profile or track your order here
We take 2–5 business days to make your custom-ordered product for all production techniques. More than 50% of our orders are shipped within 3 business days or less– Shipping time depends on product availability and delivery destination. While we may provide delivery estimates, we can’t provide guaranteed delivery dates.
Some Products are packaged and shipped separately. We cannot guarantee delivery dates and to the extent permitted by law accept no responsibility, apart from advising you of any known delay, for Products that are delivered after the estimated delivery date. Average time for delivery may be shown on our side from our fulfilment service. It is only an average estimation, and some delivery can take longer, or alternatively be delivered much faster. All delivery estimates given at the time of placing and confirming order can be subject to change. In any case, we will do our best to contact you and advise you of all changes. We try our best to make product delivery as simple as possible.
We do not guarantee door-to-door delivery. Final delivery is handled by third-party shipping carriers, and the method of delivery may vary depending on the carrier and the destination. Orders may be delivered to local post offices, parcel lockers, or other designated pickup points, depending on the practices of the carrier and regional logistics infrastructure. Printful is not responsible for the specific delivery method once the shipment is transferred to the carrier.
While we may provide delivery estimates, we can’t provide guaranteed delivery dates. Once Thoughts Made receives payment for your order (including delivery fees), we fulfil the order and pass it on to the carrier.
Yes, you can change or cancel an order that has already been submitted, unless it’s being fulfilled.
Once you’ve placed an order, you might no longer be able to edit the order details or cancel it. If you have an issue with the shipment of your order, contact us within 30 days of the delivery or estimated delivery date. In some cases, you may need to reach out to the shipping carrier directly
Please note to read our Return and Refund Policy page for cancellations.
You are entitled to cancel your order within 30 days without giving any reason for doing so.
The deadline for cancelling an order is 30 days from the date on which you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement. You can inform us of your decision by:
Sending an email to Thoughts Made or contact us to make any changes to an order:
Email: [email protected]
Phone number: +1 312 532 1997
Shipping
You will be informed of how your delivery will take place. We do not guarantee door-to-door delivery. Final delivery is handled by third-party shipping carriers, and the method of delivery may vary depending on the carrier and the destination. Orders may be delivered to local post offices, parcel lockers, or other designated pickup points, depending on the practices of the carrier and regional logistics infrastructure. Our fulfilment service is not responsible for the specific delivery method once the shipment is transferred to the carrier.
Not always. Some items are packaged separately to keep them safe and in good shape during shipping. Others might be sent from different fulfilment centres, so they’ll arrive in separate packages.
Here are some products we often ship separately:
- Structured hats
- Backpacks
- Mugs, wine tumblers, and pint glasses
- Postcards and stickers
- Pillows
- Posters
- Framed posters
- Canvas prints
- Water bottles
- Notebooks
- Blankets
Yes, if the order has already been submitted, unless it’s being fulfilled. If the order is still in the “Being fulfilled” or “Fulfilled” status, it’s too late for changes.
Currently, we don’t ship to:
Crimea, Luhansk, and Donetsk regions in Ukraine
Russia
Belarus
The Gaza Strip region in Palestine
Ecuador
Cuba
Iran
Syria
North Korea
Because of the ongoing war in Ukraine, shipping is very limited. For now, we can only deliver to Ukraine orders that are fulfilled in our Latvian facility.
The same restrictions apply to Kosovo; we only ship products from our Latvian facility, and the available products are limited.
Note: Shipping restrictions can change depending on world events.
Some of our shipping carriers also pause international deliveries to certain countries because of natural disasters or other disruptions
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.
All of our fulfilment service’s orders come with tracking, but sometimes packages are delayed or lost.
Solution: If tracking shows no movement for an extended period, contact Thoughts Made if confirmed lost.
We will be informed from our fulfilment service about any updates from their side. We do advise to give a couple of days more to see if there is any progress. Let us know no later than 30 days after the estimated delivery date.
If tracking shows the package as delivered but you didn’t receive it:
- Check the shipping address: make sure your delivery address was entered correctly.
- Contact the local post office: Sometimes the package is nearby, and the post office can help locate it.
- Please check with neighbours or their local post offices
If the problem still persists after you have done your checks, thereafter inform Thoughts Made in writing – [email protected]
Delivery
If a damaged or mislabelled item was accidentally let through our quality control of our fulfilment service, or was damaged during shipment, please contact us within 30 days.
If something arrives damaged, send a photo of the damaged goods to Thoughts Made by email. Keep in mind that the whole item should be visible in the image. We’ll take a look and get in touch with you about the next steps. To complete your return, we require a receipt or proof of purchase. Please read through our Return and Refund Policy
Refund/exchange
Thoughts Made & our fulfilment service does offer refunds, but it depends on the reason for the return. Generally, our fulfilment service handles refunds for damaged or defective items, or if the wrong item was shipped. However, they do not offer refunds for buyer’s remorse or if the customer simply changes their mind about an order.
Here’s a more detailed breakdown:
Our fulfilment service offers Refunds For:
- Damaged or Defective Items: If a customer receives a product that is damaged or defective, our fulfilment service will offer a replacement or a refund. Photographic proof of the damage may be required.
- Incorrect Items: If the customer receives the wrong item (e.g., wrong size, colour, or design), our fulfilment service will also offer a replacement or refund.
- Carrier Errors or Invalid Addresses: If a package is returned due to a carrier error or an invalid address provided by the customer, our fulfilment service will offer to reship the order.
Our fulfilment service Does NOT Offer Refunds For:
- Buyer’s Remorse: Our fulfilment service does not offer refunds if a customer simply changes their mind about an order.
- Customer Mistakes: If a customer orders the wrong size or makes a mistake in the design, Printful does not offer refunds.
Important Considerations:
- Time Limits: Claims for damaged, defective, or incorrect items must be submitted within 30 days of product delivery.
- Replacement vs. Refund: Our fulfilment service may offer a replacement instead of a refund, depending on the situation.
- Return Shipping: If a product is returned to our fulfilment service due to a customer’s mistake or a failed delivery attempt, the customer will be responsible for the return shipping costs.
- Reshipping: If a return is due to our fulfilment service’s error or a carrier issue, they will reship the order at their expense.
In summary, Thoughts Made and our fulfilment service’s refund policy is focused on addressing quality issues and errors on their part. They do not generally cover customer remorse or mistakes.
In order for the goods to be eligible for a return, please make sure that:
- The goods were purchased in the last 30 days
- The goods are in the original packaging
- Proof of purchase is provided
Please contact Thoughts Made if you are unsure of which address corresponds to your location.
Please note, within 30 days from the date on which you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered. Please also read through our Return and Refund Policy for further information.
The addresses below should be used only for product returns and not for legal correspondence.
- US & Mexico: 217 Wrangler Drive, Coppell, Texas, 75019
- Canada: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4, Canada
- Latvia: Lidostas parks, Marupe, Marupes nov., LV-2167, Latvia
- Spain: Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain
- UK: Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ
- Australia:
- Apparel orders: 40 Tanimbla Street, Kedron, Queensland 4031
- Non-apparel orders (except phone cases): 338 Albert St, Brunswick VIC 3056
- Phone cases: 6 Axis Crescent, Dandenong South VIC 3175
- Japan: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101
- Brazil: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil
All other types of correspondence (notices, letters, etc.) sent to the addresses above will be returned to the sender, as we’re not legally permitted to open correspondence that’s not addressed to us.
Please reach out to Thoughts Made. You have 30 days to submit a claim, but the exact timeframe depends on the issue.
For damaged, misprinted, or defective items:
You must submit your claim within 30 days of receiving the product.
For packages lost in transit:
Claims must be submitted within 30 days of the estimated delivery date. Please also read through our Return and Refund Policy for further information.
The Brazilian local legislation requires that end customers can be refunded for their purchase seven days after the goods have been delivered. For more information, please visit our Return and Refund Policy page.
The supply of goods made to your specifications or clearly personalized.
The supply of goods which according to their nature are not suitable to be returned deteriorate rapidly or where the date of expiry is over.
The supply of goods that are not suitable for return due to health protection or hygiene reasons was unsealed after delivery.
The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.
Only regular-priced goods may be refunded. Unfortunately, goods on sale cannot be refunded. This exclusion may not apply to you if it is not permitted by applicable law.
Unfortunately, our return policy doesn’t cover products ordered in the wrong size, so we won’t be able to issue you a refund. Thank you for understanding. Due to products being made to order, we don’t accept returns or size/colour exchanges
Please note to read our Return and Refund Policy page for cancellations.
Thoughts Made & our fulfilment service doesn’t offer refunds for buyer’s remorse, We’re sorry to hear that you wish to return your order. Our return policy doesn’t cover buyer’s remorse, so we won’t be able to issue you a refund for the order. Thank you for understanding.
Please note to read our Return and Refund Policy page for cancellations.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
We will reimburse you no later than 14 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and You will not incur any fees for such reimbursement.